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Contact Center Case Studies

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.

Interested in contributing Case Studies? Submit Them Online Here


Showing 1 to 15 of 185 Case Studies


PowerSchool Manages the Shift to Remote Work with Unified Technology
Like its customers, PowerSchool needed to pivot its operations during the pandemic, with most support agents transitioning to remote work. This shift, combined with a busy back-to-school season, led PowerSchool to upgrade its workforce management system to improve forecast accuracy and make sure staff were adequately deployed across its various support channels. Working with Ca
Author: Calabrio
us flag - Published: June 28, 2022
Nurturing Customer Relationship in the Ride-hailing Field with Combined Services
With the continuous efforts in process optimization and efficient services from Bell24-HoaSao, our client achieved remarkable growth in customers' loyalty and SLA (service level agreements). Their customer service quality ranked No.1 in South East Asia.
vietnam flag - Published: December 29, 2021
How the Enghouse Interactive Communications Center helps Nottingham City Homes Keep Tenants in the Picture
Enghouse Interactive, provider of communications solutions, has been assisting ‘Landlord of the Year 2018’, Nottingham City Homes (NCH) to manage their 400,000 calls per year helping them to grow and develop their service.
uk flag - Published: December 21, 2018
Call Center Network Security - Verifying User Identity at Teleperformance
Operating within high risk areas such as customer service channels, the protection of customer data, payment data and other sensitive information is key for Teleperformance. Maintaining compliance with ISO 27001 and PCI DSS is a powerful indication to customers that the company takes security seriously.
mexico flag - Published: December 18, 2018
How Global Company Dorel Juvenile Mastered Omni-channel Consumer Care
Since implementing Sharpen Technologies' omni-channel platform, Dorel Juvenile has experienced a 32 percent gain in ROI and saved in overall contact center costs.
Author: SharpenCX
us flag - Published: May 30, 2018
How Michael's Saved $47,000 in 3 Months with Visual IVR
When Michael's implemented Zappix Visual IVR during peak shopping season, the company experienced over 75% call containment, saved over $47k in 3 months, and prevented 13k calls from going to an agent.
us flag - Published: May 30, 2018
Costs Down and Customer Satisfaction Up at Sedgemoor District Council
Sedgemoor District Council has transformed its customer service thanks to Enghouse Interactive Communications Centre and Microsoft Skype for Business.
uk flag - Published: May 30, 2018
British Airways Global Consumer Relations Program Takes Off with Astute Solutions
British Airways launched a global customer relations initiative aimed at overhauling its technology infrastructure and service processes (baggage, compensation, etc.). Astute Solutions’ ePowerCenter consumer interaction management solution was selected to accomplish their expansive objectives.
uk flag - Published: February 27, 2017
Cargiant Revs Up Customer Engagement With Enghouse Interactive, Cisco and 365IT
Case study carried out by CarGiant and Enghouse Interactive. The CarGiant case study explores how the world’s largest used car dealership has teamed up with Enghouse to allow call handlers to provide customers with an improved level of in-depth information on the 8,000 cars they have in stock.
uk flag - Published: December 23, 2016
Infinity Supports Interact After Two New Client Wins
When Interact, one of the UK's fastest growing outsourcing businesses, won two new clients the clock started ticking. Both clients needed to establish a new home for their outsourced contact centre operations and build new case management systems in just 8 weeks. Using the Infinity platform the moves were completed on time.
Author: Infinity CCS
uk flag - Published: December 20, 2016
DBF Supports Direct Sales Growth for Britain's Favourite Home Diary
Contact centre consultants at DBF are now in the second month of pre-Christmas peak sales for for the 2016 Dairy Diary which, with sales of over 30 million since its launch in 1982, remains firmly established as Britain''s most popular home diary.
Author: Comdata
uk flag - Published: November 26, 2015
Infinity Drives Insight, Efficiency and New Business Gains for Customer Management Outsourcer, Webhelp
Webhelp, an outsourcer in the UK contact centre market, is using the Infinity Platform to capture data from customer interactions to fuel insight and transformational thinking.
Author: Infinity CCS
uk flag - Published: October 21, 2015
Sky Departments Roll Out Integrated Contact Solutions From DXI
DXI’s EasyContactNow solution enables Sky’s service desk team of 30 to handle over 10,000 calls per month efficiently and deliver the high standard of support needed to meet the daily IT requirements of Sky’s 30,000 employees worldwide. The high profile success of the original implementation led to interest from other departments within Sky keen to benefit from DXI’s innovati
Author: 8x8 Inc.
uk flag - Published: July 30, 2015
A winning partnership with DBF has proved the value of outsourcing for Tipp24
When the International on-line lottery business, Tipp24 decided to relocate its business to the UK from Germany it gave itself a tight timeframe of just three months to find an outsourced contact centre provider and establish its operation. Finding the right partner can be a bit of a lottery (excuse the pun), but Tipp24 struck lucky when they met with DBF.
uk flag - Published: July 6, 2015
Implementation Saves PK Companies 90 Man Hours Per Week
Implementation Saves PK Companies 90 Man Hours Per Week
Author: PK Companies
us flag - Published: February 19, 2015

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