Percepta Empowers Global Call Center Excellence with Vyond

Constant change and quick turnarounds are blockers no more

About Percepta

Percepta is a global customer relationship organization that serves major automotive brands, managing all forms of contact with their clients, customers, prospective customers, suppliers, and distribution networks. Established in 2000, Percepta is a global joint venture with Ford Motor Company and TTEC Holdings, Inc.

Industry

Outsourcing / Call Center Operations

Employees

4,000+

Challenge

To keep call center reps informed about their automotive clients’ fast-changing technology and systems, Percepta needed a way to create engaging, multilingual training content that supported a contextually relevant task. A quality media solution needed to be created quickly and efficiently — sometimes within an hour. Producing traditional videos and translating content was slow and costly.

Percepta’s instructional design team needed a solution to make their media-production process more flexible and collaborative, ensure high-quality translations, help them meet fast turnaround times — and ultimately help to deliver a world-class learning experience to their clients.

Approach

To address these challenges, Percepta integrated Vyond into its content creation workflow. Vyond’s advanced features proved instrumental, particularly instant translation, WellSaid Labs voices, and Vyond Go, the AI-powered instant video maker.

The team started breathing new life into traditional, text-based program material. On one project, Chermaine Samodio, Instructional Design Supervisor, transformed a PowerPoint document into a dynamic microlearning module with Vyond Go. “I created a one-minute intro video with engaging scenes in five minutes,” she said. “Saved me a lot of time!”

The Vyond platform also makes frequent updates painless. “We used to have team members do our voice-overs, so when things changed, I spent an hour or two trying to hunt somebody down and schedule them and get them to re-record,” said Timothy Sanders, Instructional Designer Supervisor. “Now that we’re using AI voices, I can make updates in a few seconds and then translate instantly.”

How Vyond helped

The team has seen so much value in using Vyond and feels so confident in the time savings they’ll see with a new in-platform translation workflow that they’ve steadily increased their enterprise license from ten to 20 seats and have created over 2,000 videos so far!

“With Vyond Go, I can quickly create engaging, professional-quality videos that significantly enhance my eLearning content,” says Cris Buriel, Instructional Designer. “I can concentrate more on applying instructional design principles and developing effective content rather than getting bogged down by the technicalities of video creation.”

The team also sees higher engagement and positive feedback around their Vyond training content. Timothy recalls a celebrated project where he created scenario-based Vyond training to help employees better handle inquiries from upset customers and reinforce their roles as brand ambassadors. “It changed the perspective of how we can deliver content and bring humor to something serious while still getting the point across effectively.”

“The global edit feature is very efficient,” adds Robbie Lorenzo, Instructional Designer. “I frequently need to change my videos' assets, characters, and other attributes, and it means I don’t need to go back and change each scene when changing assets. The hours I spend creating storyboards from scratch are shortened to minutes with this feature’s suggested video templates.”

Their success motivates the team to continue finding new ways to use Vyond, and usage has grown in areas like internal communications. In fact, one of their videos, explaining instructional design and how to best partner with their team, was a Gold winner at the 2022 MarCom Awards.