Category Archives: Case Study

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

aspect-logo-std-full-RGBCASE 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