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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 61 to 75 of 185 Case Studies

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Portima

Portima’s Brokers Contact Center is a multimedia contact center for insurance brokers. When they needed some technology solutions they turned to Altitude.

Author: Miguel Lopes, Altitude Software

- Published: November 28, 2008

Usablenet

Usablenet wanted to expand its mobile service in order to meet the increasing demands of its customers. Since deploying ZXTM, it has boosted performance significantly to enable the Usablenet Mobile service to handle in the region of 200,000 mobile users per hour at its current configuration.

Author: Broadcom

- Published: November 19, 2008

Brasilcap

Integrated CRM, CTI and Dialer solution has brought real and tangible advantages to Brasilcap

Author: Altitude Software

- Published: November 18, 2008

Sitel

Altitude Software and SITEL team up to offer sophisticated multi-channel CRM services designed to help clients build and sustain lifetime relationships with their customers

Author: Altitude Software

- Published: November 17, 2008

Stock Uno

Stock Uno's Company, Challenge, Project and Future Plans

Author: Altitude Software

- Published: November 14, 2008

Eniro

Eniro’s services are designed to make it easy to find people, businesses and products via its printed directories, direct enquiry, internet and mobile phone services. They use eGain’s email management solution to support efficient levels of customer service.

Author: eGain Corporation

- Published: November 14, 2008

Goldshield

Goldshield is a global pharmaceutical company, headquartered in the UK and listed on the London Stock Exchange. The company has offices in the UK, US and India and has achieved rapid growth both organically and through product acquisitions.

Author: Miguel Lopes, Altitude Software

- Published: November 12, 2008

Vodafone Germany

Vodafone Germany - with approaching 34 million customers - is using data mining to help inform and drive CRM initiatives including marketing, customer service and customer retention.

Author: SAP

- Published: October 22, 2008

Golfsmith

Golfsmith uses GMT Planet workforce management software to dramatically reduce time-to-answer and call abandonment rates as well as free up resources to tackle higher-value tasks.

Author: Verint

- Published: October 10, 2008

la Feltrinelli

Over recent years, Gruppo Feltrinelli has grown both the number of its outlets and the number of its employees. It is now Italy's largest chain of bookshops with over 100 stores. Business processes in general, and staff planning in particular, are becoming ever more complex. la Feltrinelli opted for InVision Enterprise WFM.

Author: injixo Ltd

- Published: October 7, 2008

Ntractive

Ntractive initially purchased ZXTM LB only to manage their hybrid web app “Elements SBM” because it was a cost-effective way to begin. It gave them a scalable solution because simply by upgrading their license key, the full set of ZXTM features could be unlocked as needed, without swapping out any hardware.

Author: Broadcom

- Published: September 2, 2008

Bank Of New Zealand

In a striking turnaround, BNZ's call center brought in 35 percent of retail business at a fraction of a branch network cost. Other results included a customer quality rating of 107 percent; 82 percent of incoming calls answered in less than 20 seconds; and abandonments at a low four percent. BNZ worked with Cohen Brown Management Group to achieve these results.

Author: Cohen Brown Management Group

- Published: August 28, 2008

Asia Risk Technologies (ART)

Asia Risk Technologies (ART) is an outsource services provider for the financial services sector with operations in Singapore, Hong Kong and Japan. As one component of a Business Process Outsourcing (BPO) offering ART provides a number of call-centre-based services using Rostrvm Solutions' pay-for-use, SIP-based call centre software.

Author: IMImobile

- Published: August 21, 2008

AppSpeed Distribution

As an IT start-up itself AppSpeed faced a number of unique challenges as it strove to build its own IT infrastructure from scratch. AppSpeed knew all too well the pitfalls of IT infrastructure design and how resource intensive managing and supporting IT applications can be. However it also recognised that technology enables business productivity and were determined to practice

Author: AppSpeed Distribution

- Published: August 19, 2008