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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Case Study: OOWV Boosts Efficiency by 40% With babelforce
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Case Study: Smartcat Cuts Booking Costs by 70% With Synthflow
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Case Study: VELUX Improved Agent Experience With Peopleware
Case Study: Stadtwerke Hamm Reduce Call Volumes With babelforce
CRM software conceptr
Case Study: Synthflow Voice Agents Handle 500K+ Calls per Month
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Case Study: Synthflow Gives BPO Multilingual Support With AI
Case Study: Bergfreunde Reduces AHT by 30 Seconds With babelforce
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Case Study: Marley Spoon Achieves 80% 5 Star Reviews With babelforce
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Case Study: SupportZebra Supports 20% Increase in Customer Retention Rates
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Case Study: DVLA Achieves 30% Self-Service Rate With Content Guru
BPO Concept
Case Study: Serco Transforms Job Coaching With Content Guru
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Case Study: Marston Holdings Reduces AHT With MaxContact
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Case Study: Charlie Bigham’s Boosts Efficiency with Netcall
Smart city and digital transformation
Case Study: Telmore Saves 400+ Hours a Month With Puzzel
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Case Study: HSBC Reduces Abandon Rates by 48% With Genesys
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Case Study: isp.net Achieves a 900% Increase in Performance Visibility With MiaRec
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Case Study: Seasalt Cornwall Increased Service Level With Peopleware
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Case Study: Auto Trader Saves £70,000 Annually on Maintenance With Genesys
Payroll concept
Case Study: DailyPay Achieves $1 Million in Productivity Gains With Assembled
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Case Study: Fibrus Improves NPS Score by 27% With Genesys
Paper to digital concept
Case Study: Input For You Achieved 80% SPT Rates With Netcall
Public Safety Guard
Case Study: Home Office Reduced Call Handling Time by 15% With Genesys
The gym
Case Study: Puregym Achieves a 300% Increase in Call Deflection With Genesys
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Case Study: SumUp Sees 50% Call Containment With Five9
 
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