Netvill
VoIP & Smart Security Solutions
The Challenge: High-Tech Sales Complexity
Netvill manages a sophisticated inventory of electronic security items, including fingerprint biometric machines, smart intercoms, and access control systems. Their contact center faced three primary hurdles.
Technical Upselling Gaps
Agents were successful at selling core hardware but frequently missed opportunities for high-margin add-ons like cloud management software or extended warranties.
Inconsistent Scripting
With products sold in multiple regions (English and Hebrew markets), ensuring a consistent "sales pitch" across different languages was impossible with manual QA.
Product Knowledge Accuracy
Biometric technology requires precise explanations (e.g., installation requirements). Inaccurate advice led to higher return rates and decreased customer trust.
The AI Solution: Automated Sales & Product Intelligence
Netvill implemented Verbix.ai to analyze 100% of their sales and support calls, leveraging the platform’s native ability to process both English and Hebrew interactions seamlessly.
Key AI Automation Moments:Biometric Technical Audit
The AI automatically scores agents on their ability to explain fingerprint machine specifications, ensuring technical accuracy and reducing post-purchase friction.
Cross-Sell Identification
Verbix.ai triggers a "Missed Opportunity" flag whenever a fingerprint machine is sold without the agent mentioning the compatible mobile app or cloud backup service.
Multilingual Script Adherence
The system monitors key sales phases in both English and Hebrew, ensuring the "Netvill Value Proposition" is delivered correctly regardless of the language used.
Objection Handling Analysis
AI identifies common customer hesitations regarding "Biometric Privacy" or "Price," allowing management to refine the global rebuttal script.
The Results: Quantitative Business Impact
By moving from manual sampling to Verbix.ai’s automated intelligence, Netvill transformed its sales performance metrics:
| Metric | Manual QA (Before) | Verbix.ai (After) |
|---|---|---|
| Call Coverage | 5% Sampled | 100% Automated |
| Average Order Value (AOV) | $450 | $549 (22% Increase) |
| Sales Conversion Rate | 12.5% | 17.2% |
| Post-Purchase Returns | High (due to misinformation) | Reduced by 15% |
AI Quick Notes & Quality Scores
Sales Score (91%)
The AI identified that while agents were great at closing, they often missed the "Subscription" pitch. Coaching led to a 30% rise in recurring revenue.
Quality Score (89%)
Verbix flagged that agents in the Hebrew market had higher rapport scores, which were then modeled as a "Best Practice" for the English-speaking team.
Key Strength
Professional demeanor and the ability to simplify complex biometric concepts for non-technical buyers.
Client Testimonial
"Verbix.ai has completely removed the guesswork from our sales operation. We can now see exactly which security products are trending and where our agents need help with technical upselling. The fact that it handles our Hebrew and English calls on one single dashboard is an incredible bonus for our global team."
— Ophir, Director, Netvill