Sunday, October 05, 2025
Ozinga Bros., Inc., a fourth-generation, family-owned leader in concrete, bulk materials, and logistics solutions, has partnered with Spitch US Corp, the U.S. subsidiary of Spitch AG, to modernize its customer support and IT operations. The collaboration focuses on deploying advanced Speech Analytics technology, setting the stage for the company’s upcoming adoption of Virtual Assistants to further enhance customer engagement.
Piergiorgio Vittori, CEO of Spitch US Corporation, expressed confidence in the partnership, stating: "We deeply value our partnership with Ozinga and see tremendous potential to drive innovation and efficiency at Ozinga and across the ready-mix concrete industry through our Conversational Agentic AI Platform."
Ozinga faced the challenge of delivering accurate, real-time reporting and analytics across its widespread contact centers and IT help desks, which serve customers in both English and Spanish. By implementing Spitch’s Speech Analytics, the company successfully centralized calls and voicemails into one platform. This integration has provided statistically significant insights into customer sentiment, helping the company identify both strengths—labeled as “Wins”—and recurring challenges, referred to as “Issues.” These issues range from areas requiring additional agent training to frequent customer pain points.
The solution has already delivered measurable improvements. By uncovering patterns and actionable insights, Spitch’s platform has enhanced agent performance and paved the way for future automation. The integration also prepares Ozinga for its next phase—adopting Virtual Assistants to deliver 24/7 self-service options, allowing live agents to focus on complex, high-value interactions.
Keith Onchuck, CIO of Ozinga Bros., Inc., highlighted the benefits: "Spitch's Speech Analytics has empowered us with key insights, enhancing productivity across our contact centers and IT Help Desk while elevating both customer and employee experience."
Increased Efficiency – Optimized workflows and resource allocation through insights from real customer interactions.
Actionable Insights – Automated reporting on KPIs enables divisions and business lines to accurately assess performance and adjust strategies.
Enhanced Experiences – Sentiment analysis identifies service bottlenecks, delivers actionable recommendations, and flags critical calls such as complaints, allowing faster resolution and better customer satisfaction.
Path to Automation – Analytics reveal opportunities for deploying Virtual Assistants, unlocking always-on self-service while freeing agents to concentrate on more meaningful tasks.
With this partnership, Ozinga is not only modernizing its customer service but also laying a strong foundation for AI-driven digital transformation in the ready-mix concrete industry. By leveraging Spitch’s Conversational Agentic AI, the company is aligning innovation with customer-centric growth.
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