How CyberCy Achieved a 100% Call Capture Rate with EEC Optima’s AI Recruiter
100%
Call Capture
25%
50%
CyberCy is a leading cybersecurity solutions provider, offering end-to-end managed security services, risk assessments, and real-time threat detection for businesses across multiple industries. As demand grew, the company faced a major customer service bottleneck; missed calls, delayed responses, and lost opportunities..
The Challenge: Missed Calls, Lost Revenue
CyberCy’s helpline was managed by a small team, including one dedicated phone agent. Despite their best efforts, the growing call volume led to:
20–30 Missed Calls per Week, Many from High-Value Prospects
20–30 Missed Calls per Week, Many from High-Value Prospects
Delays in Resolving Client Issues, Hurting Retention and Trust
Delays in Resolving Client Issues, Hurting Retention and Trust
Lost Revenue Opportunities Due to Limited After-Hours Availability
Lost Revenue Opportunities Due to Limited After-Hours Availability
Overworked Staff and Rising Operational Strain
Overworked Staff and Rising Operational Strain
In the cybersecurity industry, where rapid response builds trust, every missed call is a lost opportunity.
The Solution: EEC Optima’s 24/7 AI Helpline
EEC Optima deployed advanced AI call center software, designed for high-demand service environments like cybersecurity
Key Features Now Powering CyberCy
Answered 100% of Incoming Calls Instantly
Handled every call in real-time, even during peak hours and holidays, ensuring no missed opportunities
Handled every call in real-time, even during peak hours and holidays, ensuring no missed opportunities
Resolved Routine Inquiries with NLP-Powered AI
Used advanced natural language processing to answer common questions instantly and improve customer satisfaction
Used advanced natural language processing to answer common questions instantly and improve customer satisfaction
Escalated Complex Issues to Human Agents
Smart workflows seamlessly routed high-priority or complex cases to the right human specialists
Smart workflows seamlessly routed high-priority or complex cases to the right human specialists
Automated Call Logging and Follow-Ups
Updated CRMs, answered FAQ’s and scheduled follow-ups automatically to save time and boost efficiency
Updated CRMs, answered FAQ’s and scheduled follow-ups automatically to save time and boost efficiency
Integrated directly into CyberCy’s tech stack, this AI call center solution provided full visibility and automation across the client journey
The Results: ‘Instant Response Happier Clients and Lower Costs
Since adopting EEC Optima’s AI Helpline, Cybercy achieved faster response times, improved client satisfaction, and significantly reduced operational costs.
100% Call Capture Rate
No more missed inquiries thanks to contact center AI software
25% Increase in Customer Satisfaction Scores
Fast responses improved retention and client trust.
Fast responses improved retention and client trust.
50% Reduction in Helpline Staffing Costs
AI replaced manual effort without sacrificing service.
AI replaced manual effort without sacrificing service.
10+ Hours Saved Weekly on Admin Work
Smart routing and call center agent monitoring software streamlined tasks for the team
Smart routing and call center agent monitoring software streamlined tasks for the team
Why It Worked: Alway-On-Support = Higher Retention + Lower Costs
Cybersecurity clients expect fast, reliable responses, especially when threats arise, CyberCy’s small team couldn’t match demand alone. EEC Optima’s AI call center solution ensured:
- Immediate support and threat triage with intelligent call centre AI solutions
- Zero missed calls using automated call routing and 24/7 virtual agents
- Efficient operations powered by AI-led workflows and contact center automation
The Result? Thanks to our AI powered customer service and call tracking software for lead generation, Synergy now has a consistent, scalable, and always-on sales assistant
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