Articles - Case Studies

Our Case Studies page showcases real-world examples of how contact centres are improving performance, technology, and customer experience. This collection of success stories, lessons learned, and expert commentary highlights innovative strategies and practical approaches that have made a measurable impact in live environments. Learn how organisations have tackled common challenges, from reducing wait times to boosting engagement and efficiency. The case studies also provide inspiration for applying similar ideas in your own operation, helping you achieve meaningful and sustainable results.

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Arrow going up with the word customer satisfaction - Improve CSAT Concept
Case Study: Open Network Exchange Increases CSAT to 95% With NICE
Inclusive office
Case Study: APM Saves $1 Million With Genesys Cloud
Nurse comforting a patient
Case Study: Caring For You Transforms Operations with Zoom
2 people running
Case Study: Brooks Reduces Phone Wait Times By 66% With Assembled
Person with suitcase entering a hotel room
Case Study: Topaz Services Elevates Customer Experience with Zoom
Woman putting money into piggy bank at table
Case Study: Maps CU Achieves Seamless Service with NICE
Bus driving moving at high motion blur effect speed on a road in the sunset
Case Study: National Express Saves Over Five Hours Per Week on Scheduling with Calabrio
Aerial View of Clearwater Beach, Florida
Case Study: Clearwater Achieves 98% Answer Rate With Genesys
Real estate agent signing over a house
Case Study: Homeday Transforms CX With babelforce and Zendesk
Case Study: Kin Insurance Increased Adherence by Over 30% With Assembled
customer service representative with a plane in the background
Case Study: BlueLink Optimizes Global Services With Odigo
Person using a computer with a digital pop up of a cloud - cloud computing concept
Case Study: IONOS Reduces Chat Handling by 15% with Genesys
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Case Study: Honeylove Increases Productivity by 54% With Assembled
woman in activewear practicing yoga on a mat in a cozy living room setting.
Case Study: Classpass Increases Adherence by 12% With Assembled
couple receiving keys of their new home from real estate agent
Case Study: Realtor.com Drives More Productive Conversations With NICE
Interior of stylish room with big bed and mirror
Case Study: Dreams Transforms CX With Netcall
A medical worker touch medical cross shape and healthcare
Case Study: Imperial College Healthcare NHS Trust Reduces Call Wait Times With Netcall
Stylish interior of living room with soft sofa and coffee table
Case Study: JYSK Achieves a CSAT Score of 4.6/5 With Puzzel
Home camera system
Case Study: Wyze Saves $1.2M Annually on BPO Costs With Assembled
Estate agent broker reach contract form to client signing agreement contract
Case Study: Goosehead Insurance Increased Booking Rates to 80% With Vonage
Water and heading system
Case Study: Vaillant Improves Efficiency by 200% With Vonage
Home, car insurance and concept
Case Study: Farmers Insurance Increases Productivity by 40% With Vonage
Call centre employees
Case Study: Wowcher Meets 90% Call Answer Rate in 30 Seconds With Vonage
Distribution Lorries
Case Study: DSC Enhances Service Operations With Odigo
 
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