Our extensive collection of case studies illustrates best industry practice and how you can improve your contact center performance. Case studies are listed by the company they relate to, not who submitted them. Case studies are shown in order of date published with the most recent showing first.
Vermont Rail System OAISYS, a business call recording and contact center management solution provider, helps keep regional rail service operator Vermont Rail System (VRS) on track with the OAISYS Tracer call recording solution. VRS relies on the Tracer contact center management solution to capture and record both telephone and radio calls for process adherence, service and regulatory compliance.
Singo Solution In order to remain competitive in this market, today’s call centers must effectively handle different modes of contact while containing costs, improving agent efficiencies, and delivering high-quality interactions. Using the Distributed model that Ada was able to provide, Singo Solution developed one of the largest Call Management Systems available. No longer tied down to physi
Optiver Europe Optiver, a global market maker, and one of the fastest growing and most successful proprietary trading firms in Europe, has chosen ASC’s communications recording system, MARATHON EVOLUTION, and its VoIP recording system, EVOip, to record all incoming, outgoing and internal calls. The solutions are integrated with the company’s IPC voice trading platform and its Avaya PBX. Prote
Lowering Call Center Attrition and Improving Customer Service Call centers wage a constant battle against high attrition rates and poor job satisfaction, factors that dramatically affect the customer service a company provides. One call center with unique employees has dramatically reduced these problems by developing a new management model.
Deutsche Telekom Typically, sales people are sensitive to the wishes and requirements of their customers, but today’s customers more readily tell contact centers about their experiences, mostly by voice, but also through e-mail, social media and blogs. By analyzing customer communications, organizations can implement process optimization and improve product features. Suggestions for a better co
Sappi Fine Paper "R&R" usually means Rest & Relaxation – but when it comes to the call center services OnBrand24 provides for Sappi Fine Paper, it stands for Responsiveness & Relationships.
Global Response Corporation Global Response Corporation was looking to create a dialer application to expand into the outbound calling business. When other tools failed to provide the desired Visual Basic coding capability, Global Response turned to Pronexus’ VBVoice.
AdGeo Facing tough competition, AdGeo wanted to differentiate from large carriers by offering customized solutions. However, customization meant long development times. VBVoice was the answer! This rapid development toolkit from Pronexus enabled AdGeo to remain flexible and to increase their efficiency while not compromising on their top priority: customer satisfaction.
Vocantas Since 2003, Vocantas has been developing voice solutions for patient monitoring, student engagement and utilities self-service. When the time came to help a Florida utility company better serve customers, a new solution built on a Pronexus platform became the perfect fit.
Published: December 9, 2009
Telerx Using a robust business analytics solution, Telerx realized the following operational impact & benefits:
Eliminated manual processes and human errors, Faster, easier report generation, Provided superior performance management analytics and Enabled more informed decision making
Published: October 21, 2009
Advanced Call Center Technologies To deliver its core business services, Advanced Call Center Technologies uses automated dialers to contact customers. The company was looking to reduce internal operating costs, especially as new call centers were being opened in new locations. The answer was found with Pronexus VBVoice.
Pitney Bowes Pitney Bowes developed an organizational model and process around speech analytics, creating an environment to fully leverage the voice of the customer.
Farmers Insurance Using the Confirmit platform, Farmers Insurance implemented a feedback program in its three call centers to monitor the level of customer service experienced by call center customers. This generates insightful data that Farmers uses to measure team and individual performance.
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