# How Century Support Services uses Replicant

**1.5min**: “1.5min reduction in average call time”

As published on [replicant.com](https://replicant.com/case-studies/century-support-services). Captured by usedby on 2026-10-08.

- Company: [Century Support Services](https://www.usedby.ai/companies/century-support-services.md)
- Tool: [Replicant](https://www.usedby.ai/tools/replicant.md)
- Teams: Customer Experience

## What the story says

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.

> 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

- **65%**: “65% containment”

> 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

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 1.5min is printed word for word on the page, near the name of Century Support Services.
- Checked: the passage quoted above is copied word for word from the page, near the name of Century Support Services.
- Checked: Century Support Services uses Replicant. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/century-support-services-replicant · How we check: https://www.usedby.ai/methodology