CASE STUDY: When Interact, one of the UK’s fastest growing outsourcing businesses, won two new clients in quick succession the clock started ticking. Both clients – a leading consumer electronics business and a big player in credit card processing – needed to establish a new home for their outsourced contact centre operations within just eight weeks. And both needed to replace the complex case management solutions that would be lost as their existing outsourcing relationships came to an end. Continue reading Infinity Implements at Speed to Support Two New Business Wins for Customer Management Outsourcer, Interact
Category Archives: Case Study
Cargiant Revs up Customer Engagement in the Cloud with Enghouse Interactive, Cisco and 365IT
Based in White City, North-west London and founded 40 years ago, Cargiant is the world’s largest used car dealership. The business now supplies nearly 1,000 cars a week and has up to 8,000 cars in stock. Its reputation has been built around its ability to offer great product at unbeatable prices. The firm buys vehicles in bulk and its ability to drive through a high volume of turnover and keep its costs down, enables it to pass on savings to its customers and offer unbeatable choice. Continue reading Cargiant Revs up Customer Engagement in the Cloud with Enghouse Interactive, Cisco and 365IT
RingCentral Office makes scalability and resourcing efficient for Nuada Medical
CASE STUDY: Founded in 2010, Nuada Medical is a doctor and employee co-owned partnership clinic, attracting outstanding talent interested in building a private practice in a collaborative and innovative environment. The healthcare provider, with offices in Harley Street, London and Oxfordshire, is a 70+ staff organisation, working to deliver a clinical approach driven by research, technology and expertise to achieve a precise, personalised and minimally invasive pathway for all patients. Continue reading RingCentral Office makes scalability and resourcing efficient for Nuada Medical
The American Society of Composers, Authors & Publishers Increases Customer Satisfaction in “Just a Few Clicks” with LogMeIn’s BoldChat
PRESS RELEASE: LogMeIn announced that The American Society of Composers, Authors and Publishers (ASCAP) is using LogMeIn’s live chat and multi-channel customer engagement solution, BoldChat, to help increase customer satisfaction and agent productivity. Continue reading The American Society of Composers, Authors & Publishers Increases Customer Satisfaction in “Just a Few Clicks” with LogMeIn’s BoldChat
Case Study: 8×8 and Swale Heating
8×8 announced that it is working with Swale Heating, a leading UK-based heating supplier. Swale Heating has boosted customer satisfaction and improved productivity by replacing its in-house PBX system with 8×8’s innovative Enterprise Communications as-a-Service solutions (ECaaS), including Virtual Office (VO), Virtual Contact Centre (VCC) and EasyContactNow (ECN). Continue reading Case Study: 8×8 and Swale Heating
Case Study: Enghouse Interactive and E-Plus Group part of Telefonica
E-Plus Group, a German mobile telecoms operator and subsidiary of Telefónica Germany, wanted to streamline to a solution which simultaneously brings together all campaigns and call centres into one manageable platform. The answer was “Outbound Communicator and Real-Time Speech Analytics” a cloud-based outbound solution hosted by Enghouse Interactive, which is helping E-Plus to lead the way in its chosen markets. Continue reading Case Study: Enghouse Interactive and E-Plus Group part of Telefonica
Infinity drives insight, efficiency and new business gains for customer management outsourcer, Webhelp UK
PRESS RELEASE: Recognised as one of the most progressive outsourcers in the UK market, Webhelp is focused on engineering the customer experience it delivers for clients based on data-driven insight. Today it’s using the Infinity Platform – a combined agent desktop and workflow engine – not just to manage customer interactions efficiently, but to capture data from those interactions to fuel insight and transformational thinking. Continue reading Infinity drives insight, efficiency and new business gains for customer management outsourcer, Webhelp UK
Case Study: EasyRoommate and Vivastreet strengthen global customer experience through the cloud
Case Study: The world’s leading flat sharing website, EasyRoommate and free classified ads site, Vivastreet, attract over 15 million global web visits every month. Part of Web DMUK Limited and with a huge international presence, EasyRoommate and Vivastreet needed a system in place that would allow them to quickly and efficiently interact with their customer base. Continue reading Case Study: EasyRoommate and Vivastreet strengthen global customer experience through the cloud
Sky departments roll out integrated contact solutions from DXI
PRESS RELEASE: DXI originally supplied its cloud-based contact centre solution EasyContactNow™ to Sky’s employee IT Service Desk Centre. Part of Sky’s ‘Believe in Better’ philosophy, the deployment demonstrated within a very short period of time improved productivity, increased analyst efficiency and interoperability capabilities with existing systems. Continue reading Sky departments roll out integrated contact solutions from DXI
A winning partnership with DBF has proved the value of outsourcing for Tipp24
PRESS RELEASE: When the International on-line lottery business, Tipp24 decided to relocate its business to the UK from Germany it gave itself a tight timeframe of just three months to find an outsourced contact centre provider and establish its operation. Finding the right partner can be a bit of a lottery (excuse the pun), but Tipp24 struck lucky when they met with DBF. Continue reading A winning partnership with DBF has proved the value of outsourcing for Tipp24
New Charter Social Landlord Creates Happy Families with BancTec CRM System
CASE STUDY: New Charter Group is a social landlord with around 19,500 homes across Greater Manchester and Nottingham and a workforce in excess of 1,000 people. With an increasingly large property portfolio, providing its tenants with quality housing services and keeping customer satisfaction levels high is essential to the long term success of the organisation. New Charter identified within its corporate plan that developing a strong customer relationship ethos, supported by a modern communications infrastructure, would achieve its key aim to improve service delivery, making a positive impact on the quality of life of its tenants. Continue reading New Charter Social Landlord Creates Happy Families with BancTec CRM System
Royal Borough of Kingston upon Thames Council improving Contact Centre Efficiency with Premier Business Audio
Case Study: Premier Business Audio are extremely proud to produce one of the first key statistical case studies on contact centre development. Working very closely with the Premier contact centre development team, The Royal Borough of Kingston upon Thames are tremendously proactive in improving their customer call experience. Continue reading Royal Borough of Kingston upon Thames Council improving Contact Centre Efficiency with Premier Business Audio
EE Boosts Sales and Enhances Customer Service with Digital Engagement
Summary: EE, the UK’s most advanced digital communications company, is using LivePerson’s LiveEngage platform to support its sales and upgrade operations by offering enhanced service to customers visiting its website. EE deploys Live Chat as a means to establish high levels of satisfaction across transactional queries and general enquiries. Continue reading EE Boosts Sales and Enhances Customer Service with Digital Engagement
Anglian Water saves over £100,000 in operational costs in three months in customer service re-vamp
CASE STUDY: Here’s a brand new case study from Anglian Water, England’s largest water company, which has just saved more than £100,000 in operational costs from its customer service department. Anglian Water is working with Aspect Software, a company that helps organisations in utilities and other industries to improve their customer service via the contact centre, from voice calls to social media. Specifically, Anglian Water has consolidated multiple customer contact channels to build a comprehensive, proactive customer notification system of future and ongoing water works and issues. Continue reading Anglian Water saves over £100,000 in operational costs in three months in customer service re-vamp
Case Study: STD Multiopción / Aspect Software
CASE STUDY: STD incorporates Aspect® Social for integrated management of its customers’ social networks Continue reading Case Study: STD Multiopción / Aspect Software