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
 | AquariusAquarius 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.
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| Merlin EntertainmentsCallScripter have recently implemented a bespoke solution, designed exclusively for Merlin Entertainments, the world's second largest entertainments company (second only to Disney). | Published: December 24, 2009 |
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| London Borough of Lambeth CouncilNICE 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. | Published: November 27, 2009 |
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| CabCALLCabCall 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. | Published: November 9, 2009 |
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| IntellisIntellis, 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%. | Published: August 4, 2009 |
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| Basildon District CouncilBasildon District Council is a local council in south Essex. The Council IT team provides services to approximately 1,000 users employed at 65 sites across the district. When they wanted to begin moving towards helpdesk software, they turned to FrontRange’s HEAT 9. | Published: August 3, 2009 |
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 | Lindner Hotels AGLindner Hotels AG was looking to operate a customer service centre with quality monitoring systems. The hotel used voice and screen recordings to improve its processes and the training of its agents. By deploying Impact 360 Quality Monitoring, the hotel was able to increase its annual sales significantly.
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| Virgin GamesVirgin Games, Virgin’s on-line gaming offering, today announces an average email response time of less than five minutes to customers, following the implementation of a multimedia contact centre solution from NEC Philips Unified Solutions.
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| Greene KingRemarkable growth has not stopped UK brewer Greene King from taking CRM to heart, Greene King brews and serves more ale in more places with Customer Management. | Published: March 17, 2009 |
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| arvato services grouparvato services, an outsourced service provider for solutions in the fields of customer communication, financial services and supply chain management, uses the workforce management solution InVision Enterprise WFM for the demand-oriented multi-site staff scheduling of seven interconnected international service centers (Argentina, Estonia, India, Morocco, the Netherlands, Sweden | Published: February 24, 2009 |
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| British TelecomBritish Telecom (BT) a provider of communications solutions and services has deployed the Knoa Experience and Performance Manager (EPM) suite to optimize the performance of Siebel CRM and other enterprise applications within its global organization. | Published: February 19, 2009 |
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 | Vodafone NetherlandsSee how Vodafone Netherlands is solving customer churn and improving their business. | Published: December 29, 2008 |
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 | Clínica Nª Sª del Perpetuo SocorroClínica Nª Sª del Perpetuo Socorro is a Spanish hospital in Grand Canary that handles several areas including geriatrics; urology; cardiology; endocrinology; clinical analysis; pathological anatomy - see how they utilize technology, staff, management, handle challenges and the unexpected. | Published: December 12, 2008 |
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 | PercallApp-Line improves performance in the Sibilo Contact Center solution - read more for details on how it is improving their performance and the results they've achieved. This case study goes through implementation, growth, performance, advantages and evolution. | Published: December 11, 2008 |
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