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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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Showing 1 to 15 of 88 Case Studies
 | Do more with your RecordingsThe contact center is sitting on a reservoir of terabytes of useful information. Are you making the most of it? | Published: August 24, 2010 |
| | Home-Based Agents Don't Degrade QualityRemote agents and virtual centers are a small but growing component of the industry, especially in the more mature markets - want to know more? | Published: August 11, 2010 |
| | 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. | Published: August 4, 2010 |
|  | NIXXISNixxis, 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.
|  | CE ElectricReinforcing 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. | Published: March 31, 2010 |
| | Moveme.comTo 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. | Published: March 29, 2010 |
| | 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.
| | 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 |
| | 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 |
| | 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 |
| | 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 |
| | 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 |
|  | 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.
| | 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.
| | 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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