Articles - Case Studies

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

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Group of cheerful sports fans celebrating victory of their favorite team while spectating game from stadium stands
Case Study: Fanatics Reduces AHT by 13% With Genesys
spotlight
Spotlight on… Local Council Contact Centres
Solar panels reflecting sunlight
Case Study: ENGIE Completes Digital Transformation
Digital Banking and Financial Technology Concept
Case Study: NatWest Group Transforms CX With Genesys
House Appliances
Case Study – GE Appliances Increases Adherence by 20% With Calabrio
Aeroplane wing in the sky with a sunset
Case Study: Delta Air Lines Boosts Global Support with Calabrio
Selling old and pre loved clothing
Case Study: Poshmark Increases Productivity by 15% With Assembled
sad to happy blocks with a dial pointing to happy
Case Study: Lifeplus Boosts CSAT to 94.8%
A medical worker using virtual with health care icons
Case Study: Maxicare Boosts CSAT Above 90% With NICE
Film Festival Concept
Case Study: Sydney Film Festival Saves 81% on Costs With Zoom
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
 
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