Articles - Case Studies

Browse our selection of case studies showcasing successful contact centre technology implementation, strategies and solutions.

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Work tools with a wooden house model.
Case Study: Lowe’s Saves Over 1 Million in Operational Costs With NICE
Case Study: Dunelm Improves CSAT By 10% With Vonage
Call Centre Agents
Case Study: Hexaware Achieves 60% Call Automation With Genesys
Blurred home laundry room with wooden table
Case Study: Haier Smart Home Drives Agent Wellbeing and Autonomy
Garden Power Tools
Case Study: Ratioparts Scales Up Outbound Revenue With babelforce and Zendesk
Detail of the statue of Robin Hood standing near Nottingham Castle in Nottingham, England.
Case Study: Nottingham City Council Drive Efficiency and Channel Shift
Interior design of living room
Case Study: Lulu and Georgia Decrease FRT by 22% With Assembled
A picture of an agent working remotely
Case Study: How Essilor BBGR Switched to Remote Working
Wood miniature colorful houses on wooden table and green background
Case Study: ForHousing Enhances Tenant Experience With Netcall
Healthcare concept
Case Study: NHS Foundation Trust Achieve 12% Call Reduction With Netcall
Old computers, digital tablets, mobile phones, many used electronic gadgets devices, broken household and appliances on yellow background
Case Study: Sony Electronics Achieves Record CSAT With NICE
Smiling call centre agent
Case Study: Convera Transforms Employee Engagement with Zoom
Train on a railway track
Case Study: Dutch Railways Achieves 85% Occupancy With NICE
Hand Protecting Employee Figures Staff Retention Concept
Case Study: Sekure Merchant Solutions Reduces Agent Attrition
Tea and Coffee
Case Study: Nestlé Reduce IT Tickets by 83% With Genesys
Panoramic view of a row of electricity pylons in the countryside with dozens of other pylons in the distance.
Case Study: Valda Energy’s Efficient Customer Service
Case Study: Gaming Company Answers 90% of Chats in 10 Seconds
Student Loan Concept
Case Study: ECSI Achieves 68% Containment with NICE
Outbound Customer Case Studies
People in a university classroom
Case Study: Western Sydney University Reduces Abandoned Calls by 45% With Genesys
The concept of sources of electricity in the world.
Case Study: E.ON Achieves 90% Answer Rate With Calabrio
Person on a laptop with a dashboard
Case Study: Prvidr Cuts Average Speed of Answer by 50% With Genesys
A hand holding a bulb against power station with pylons at sunset
Case Study: EDF Empowers Its Energy Customers
Houses being built
Case Study: Home Group Boosts Scheduling Efficiency by 20% with Calabrio
 
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