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How Century Support Services uses Replicant

1.5min

“1.5min reduction in average call time”

As published on replicant.com. Captured by usedby on Oct 8, 2026.

What happened

Century Support Services uses Replicant to automate high-volume calls with complex workflows and dynamic routing, replacing its legacy IVR system. It also uses Replicant's Conversation Intelligence to get rep-level and business-level recommendations on call performance.

Summary written by usedby from the source page, in English. The figures are those of Replicant and Century Support Services, not ours.

  • 65%“65% containment”

CSS partnered with Replicant to automate high-volume calls with complex workflows and dynamic routing, replacing Century's legacy IVR system. This frees human agents to focus on development and career growth

From the page. replicant.com, captured Oct 8, 2026

Conversation Intelligence has transformed how we evaluate agent performance. The 'Talk To Your Data' feature is like having an elite analytics expert on staff, delivering instant, actionable insights that previously required countless hours of manual QA review.

Danielle Palmiero, VP Customer Experience, Century Support Services. Source, captured Oct 8, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 8, 2026.

  • The figure: 1.5minCheckedPrinted word for word on the page, near the name of Century Support Services.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Century Support Services.
  • Century Support Services uses ReplicantCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

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