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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 31 to 45 of 185 Case Studies


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.
Author: OnBrand24
us flag - Published: August 4, 2010
NIXXIS
Nixxis, a global provider of CRM solutions for businesses, discusses how its use of Aculab enabling technologies allows it to overcome network compatibility issues and reliability challenges.
Author: Aculab
luxembourg flag - Published: May 24, 2010
iSOFT
Health Care IT Solutions Company iSOFT Chooses Verizon Business for a Cloud-Based Approach to Enhance Flexibility to Support Expansion Plans.
australia flag - Published: May 21, 2010
CE Electric
Reinforcing their commitment to service and ensuring regulatory requirements are met, CE Electric have invested in a call recording and quality monitoring system from Business Systems which has been rolled out across their Call Centres, Customer Services Centre and Control Centres.
uk flag - Published: March 31, 2010
Moveme.com
To optimise their outbound customer contact process, Moveme.com appointed OPEX Hosting to provide telecoms functions for preview dialling, call recording and Aeriandi’s Liquid scripting tool. Discover how Moveme.com achieves call centre fluidity and how the solution has made a difference to their overall profit margins.
Author: OPEX Hosting
uk flag - Published: March 29, 2010
Aquarius
Aquarius was in need of a complete contact centre solution. Requiring both a hosted telephony platform, and also a hosted contact centre solution, they needed the functionality and flexibility that would allow their technology to grow alongside their business.
Author: CallScripter
uk flag - Published: March 2, 2010
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.
us flag - Published: January 27, 2010
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.
us flag - Published: December 29, 2009
Merlin Entertainments
CallScripter have recently implemented a bespoke solution, designed exclusively for Merlin Entertainments, the world's second largest entertainments company (second only to Disney).
Author: CallScripter
uk flag - Published: December 24, 2009
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.

canada flag - Published: December 9, 2009
London Borough of Lambeth Council
NICE SmartCenter has enabled the Lambeth Service Centre to capture accurate information to explain why customers call, how many interactions are avoidable and begin to understand the true nature of all its customer contacts.
Author: NICE Systems
uk flag - Published: November 27, 2009
CabCALL
CabCall specializes in developing high-quality, dependable booking and dispatching systems for taxi companies throughout Australia, New Zealand, Ireland, UK, UAE and the US. Founded in 1995, CabCALL was initially installed at Regent Taxis on the Gold Coast and evolved until it required a more robust IVR.
uk flag - Published: November 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

us flag - 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.
us flag - Published: October 8, 2009
Intellis
Intellis, the Glasgow-based outbound call centre operator, has managed cost savings of 63% by switching telecom provider. The new provider abica, has an electronic billing and analysis tool which will enhance Intellis's future performance. 63% cost savings is unusually high due to the age of the previous tariff but typical savings by switching to abica are around 25%.
uk flag - Published: August 4, 2009

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