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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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
Woman putting money into piggy bank at table
Case Study: Maps CU Achieves Seamless Service with NICE
Person with suitcase entering a hotel room
Case Study: Topaz Services Elevates Customer Experience with Zoom
Medicine doctor touching medical global network
Case Study: RedSalud Reduced Contact Centre Operating Expenses by 30% With Genesys
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
2 people running
Case Study: Brooks Reduces Phone Wait Times By 66% With Assembled
Smiling call centre agent
Case Study: Convera Transforms Employee Engagement with Zoom
People in a university classroom
Case Study: Western Sydney University Reduces Abandoned Calls by 45% With Genesys
Train on a railway track
Case Study: Dutch Railways Achieves 85% Occupancy With NICE
Nurse comforting a patient
Case Study: Caring For You Transforms Operations with Zoom
Inclusive office
Case Study: APM Saves $1 Million With Genesys Cloud
Arrow going up with the word customer satisfaction - Improve CSAT Concept
Case Study: Open Network Exchange Increases CSAT to 95% With NICE
person holding a global network concept
Case Study: Pluxee Streamlines Global CX Strategy With Genesys
House with utilities symbols in wooden blocks
Case Study: Utility Warehouse Reduces Costs With NICE
Digital Banking and Financial Technology Concept
Case Study: NatWest Group Transforms CX With Genesys
Law concept
Case Study: Mike Morse Law Firm Boosts Efficiency With Zoom
Person Smiling on a phone call
Case Study: North Devon Council Reduces Abandonment Rates With Zoom
Trees and water scene
Case Study: Severn Trent Improves Contact Centre Efficiency With NICE
Image of inside a gym
Case Study: PureGym Transforms Its Contact Centre With Genesys
Person holding house keys in one hand and a miniature house in the other
Case Study: Dudley Council Transform Rental Management With MaxContact
Aeroplane flying across a city with sunset
Case Study: Virgin Atlantic Achieves a 50% Decrease in AHT With Genesys
Bowling ball hitting bowling pins
Case Study: Hollywood Bowl Increases Adherence to 95% With Injixo
Glass globe with phone
Case Study: Orgadata Streamlines Global Operations with babelforce
Happy customer support or sales agent
Case Study: Injixo Helps CXL Improve Agent Adherence
 
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