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.

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Waltham Forest Council
For over five years the IT team for Waltham Forest Council has used Hornbill Supportworks service management software to manage and log queries from its internal customers. “Everything is logged properly, which means that we deal with queries in a systemat

Swift Research
Most businesses can expect to experience a high number of incoming and outgoing calls, but in the case of Swift Research, a market research firm, calls from its 65-station call centre, are a central part of its business. To improve flexibility, capacity

Nationwide
Providing a superior customer experience is one of the main reasons for the success of Nationwide Building Society. To continue improving that experience, Nationwide, the second-largest provider of consumer savings and mortgages in the United Kingdom, deci

Easily
Easily, a web self-service tool and advanced email management company selected Talisma to transform their contact centre operation. The implementation has enabled Easily to ensure its 250,000 customers receive rapid, personalised and accurate responses to

Atlanta Journal Constitution
Increasing Sales and Productivity with a Unified Solution from Aspect Software

BCW Group
Sabio worked with BCW Group plc, a European credit management company, to implement a deployment of a speech-based self-service payment solution.

SAP
Web conferences for customer support at SAP save time and money

Intermedi@ Marketing Solutions
Cost Effective deployment of Voip Recording

Dublin Airport Authority
Dublin Airport Authority's business and tourist development has grown dramatically over the last 10 years. In turn, the airport has had to cope with a phenomenal and increasing demand for its services with a 30% rise in passenger numbers over the last 3 ye

The Consortium
The Consortium is a national procurement and fulfilment business focussed on meeting the needs of its customers from the social care, education, and training sectors. Badly in need of replacing their 7 year old system, The Consortium looked to Swyx for a n

Groupe b2s
Groupe b2s Network in France implements Altitude Software solution to increase revenue.

Danish Rail (DSB)
Danish Rail uses Cisco Unified Communications to sharpen its customer focus and revitalise its call centre operation.

Southern & Scottish Energy (SSE)
Sabio designed and developed a natural language Meterline application using its user-centred design approach, SSE implemented the Sabio application in conjunction with the Avaya Interactive Response (IR) speech self-service IVR platform, together with Nuan

Broxap
Linking Invu's electronic document management (EDM) system and two Kodak i160 desktop scanner to its CRM and ERP systems is enabling staff to provide a faster and more responsive service to customers as paperwork is now available at a touch of button on sc

Saturn Corporation
Chat program boosts shopping experience and builds on company’s history of innovation in renowned customer experience.