“This partnership has been transformative for the contact center. We’ve used Omilia’s capability in so many ways to change how we do business.”
Jeff Stone, Vice President Contact Center Solutions at Discover Financial Services
Discover Financial Services shares its journey transforming its contact center with Omilia’s conversational AI.
In this candid presentation, Jeff Stone, Vice President of Contact Center Solutions, Discover, explains why they moved away from legacy DTMF systems, how customer behavior shifts accelerated their transition, and why Omilia was selected as the strategic partner to power a truly conversational front door.
“We evaluated the big partners… and after a rigorous year-long evaluation, we chose Omilia.”
He details their rigorous evaluation process, what set Omilia apart from other vendors, and the operational and customer experience breakthroughs they achieved – including higher self-service utilization, seamless cloud migration, and dramatically improved authentication and routing.
The session also explores lessons learned, measurable impact on agents and customers, and how Omilia’s platform established the foundation for Discover’s future in AI-driven customer engagement.
“We moved to +70% utilization. This is a fantastic cost improvement, achieved without impacting customer experience. These changes have basically enabled us to change our operating leverage.”
