Case Studies
Our extensive collection of case studies illustrates best industry practice
and how you can improve your contact center performance. Case studies are listed by the company they relate to, not who submitted them. Case studies are shown in order of date published with the most recent showing first.
Interested in contributing Case Studies? Submit Them Online Here
 | AquariusAquarius was in need of a complete contact centre solution. Requiring both a hosted telephony platform, and also a hosted contact centre solution, they needed the functionality and flexibility that would allow their technology to grow alongside their business.
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 | Global Response CorporationGlobal Response Corporation was looking to create a dialer application to expand into the outbound calling business. When other tools failed to provide the desired Visual Basic coding capability, Global Response turned to Pronexus’ VBVoice. | Published: January 27, 2010 |
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| AdGeoFacing tough competition, AdGeo wanted to differentiate from large carriers by offering customized solutions. However, customization meant long development times. VBVoice was the answer! This rapid development toolkit from Pronexus enabled AdGeo to remain flexible and to increase their efficiency while not compromising on their top priority: customer satisfaction. | Published: December 29, 2009 |
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| Merlin EntertainmentsCallScripter have recently implemented a bespoke solution, designed exclusively for Merlin Entertainments, the world's second largest entertainments company (second only to Disney). | Published: December 24, 2009 |
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 | VocantasSince 2003, Vocantas has been developing voice solutions for patient monitoring, student engagement and utilities self-service. When the time came to help a Florida utility company better serve customers, a new solution built on a Pronexus platform became the perfect fit. | Published: December 9, 2009 |
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| London Borough of Lambeth CouncilNICE SmartCenter has enabled the Lambeth Service Centre to capture accurate information to explain why customers call, how many interactions are avoidable and begin to understand the true nature of all its customer contacts. | Published: November 27, 2009 |
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| CabCALLCabCall specializes in developing high-quality, dependable booking and dispatching systems for taxi companies throughout Australia, New Zealand, Ireland, UK, UAE and the US. Founded in 1995, CabCALL was initially installed at Regent Taxis on the Gold Coast and evolved until it required a more robust IVR. | Published: November 9, 2009 |
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| TelerxUsing a robust business analytics solution, Telerx realized the following operational impact & benefits:
Eliminated manual processes and human errors, Faster, easier report generation, Provided superior performance management analytics and Enabled more informed decision making
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| Advanced Call Center TechnologiesTo deliver its core business services, Advanced Call Center Technologies uses automated dialers to contact customers. The company was looking to reduce internal operating costs, especially as new call centers were being opened in new locations. The answer was found with Pronexus VBVoice. | Published: October 8, 2009 |
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| IntellisIntellis, the Glasgow-based outbound call centre operator, has managed cost savings of 63% by switching telecom provider. The new provider abica, has an electronic billing and analysis tool which will enhance Intellis's future performance. 63% cost savings is unusually high due to the age of the previous tariff but typical savings by switching to abica are around 25%. | Published: August 4, 2009 |
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| Basildon District CouncilBasildon District Council is a local council in south Essex. The Council IT team provides services to approximately 1,000 users employed at 65 sites across the district. When they wanted to begin moving towards helpdesk software, they turned to FrontRange’s HEAT 9. | Published: August 3, 2009 |
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 | Lindner Hotels AGLindner Hotels AG was looking to operate a customer service centre with quality monitoring systems. The hotel used voice and screen recordings to improve its processes and the training of its agents. By deploying Impact 360 Quality Monitoring, the hotel was able to increase its annual sales significantly.
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| Virgin GamesVirgin Games, Virgin’s on-line gaming offering, today announces an average email response time of less than five minutes to customers, following the implementation of a multimedia contact centre solution from NEC Philips Unified Solutions.
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| Pitney BowesPitney Bowes developed an organizational model and process around speech analytics, creating an environment to fully leverage the voice of the customer.
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| Farmers InsuranceUsing the Confirmit platform, Farmers Insurance implemented a feedback program in its three call centers to monitor the level of customer service experienced by call center customers. This generates insightful data that Farmers uses to measure team and individual performance.
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