Success story

Vertex scaled call operations with automated triage and structured handoffs

Vertex used AI to resolve repetitive requests and route complex issues to agents with context, improving consistency across shifts.

Key capabilities

-18% Avg Handle Time
24/7 After-hours Coverage
Higher QA scores Consistency

Vertex handled large seasonal spikes and struggled to keep response quality consistent across new agents and time zones.

They deployed AI triage to handle common requests and produce structured summaries for agent handoffs.

Impact

Agents spent more time on complex cases while routine workflows were automated. The team improved visibility into call outcomes and reduced manual note-taking.