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Morinda logo from the DVSAnalytics Case Study

“The improvement in quality control has been tremendous. For problem tickets, our resolution rate dramatically improved.”

Matt Colyar
Director of Sales & Service
Morinda


DVSAnalytics Case Study

Morinda

Morinda provides solutions for health, beauty, business opportunities, and financial freedom, with the benefits of Tahiti, around the world. Based in American Fork, Utah, Morinda has manufacturing plants in Tahiti, Japan, China, Germany, and the United States. Morinda is a part of the New Age Group, the fastest-growing healthy beverage company in the world.

Morinda provides products and services to a global market. Their contact centers interact with customers from around the world, in several different languages. Naturally, their agents are organized based on languages spoken and a variety of skillsets – product lines, locations, and other specialties.

A thorough in-house analysis of their contact center recording, quality management and workforce management solutions (WFO) revealed serious concerns about the upgrades and efficiencies. After extensive due diligence, Morinda chose Encore® Workforce Optimization (WFO) solutions to reach their goals.

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