Contact Center Software Customer Deals | Implementation & Best Practices

VCC Live helped UPC Hungary boost sales efficiency by 23%. The company needed to better coordinate in-house and outsourced call... centers. VCC Live provided a unified platform for all teams, with secure access rights and real-time data. Managers gained instant access to performance metrics and call recordings. The solution improved data security and made onboarding external providers easier.
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Wind Hellas used Exelysis Contact Center to connect with more customers. They combined call center and retail store agents using... a cloud-based CRM and predictive dialer. Supervisors managed campaigns and tracked KPIs with real-time analytics. The solution helped Wind Hellas increase customer retention and profits. They now reach more people and provide a personal touch in every interaction.
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TELUS used NiCE Performance Management and NiCE IEX Workforce Management to centralize reporting and improve contact center operations. The company saved... about $650,000 per year by retiring standalone reporting systems and reducing time spent on agent performance data collection. Senior management gained better visibility into operational results. Agent performance KPIs improved by 6–14 percent. Managers used a systematic coaching framework to help agents improve customer service.
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TELUS used NiCE Performance Management and NiCE IEX Workforce Management to centralize reporting and improve contact center operations. The company saved... about $650,000 per year by retiring standalone reporting systems and reducing time spent on agent performance data collection. Senior management gained better visibility into operational results. Agent performance KPIs improved by 6–14 percent. Managers used a systematic coaching framework to help agents improve customer service.
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TELUS used NiCE Performance Management and NiCE IEX Workforce Management to centralize reporting and improve contact center operations. The company saved... about $650,000 per year by retiring standalone reporting systems and reducing time spent on agent performance data collection. Senior management gained better visibility into operational results. Agent performance KPIs improved by 6–14 percent. Managers used a systematic coaching framework to help agents improve customer service.
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TELUS used NiCE Performance Management and NiCE IEX Workforce Management to centralize reporting and improve contact center operations. The company saved... about $650,000 per year by retiring standalone reporting systems and reducing time spent on agent performance data collection. Senior management gained better visibility into operational results. Agent performance KPIs improved by 6–14 percent. Managers used a systematic coaching framework to help agents improve customer service.
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TELUS used NiCE Performance Management and NiCE IEX Workforce Management to centralize reporting and improve contact center operations. The company saved... about $650,000 per year by retiring standalone reporting systems and reducing time spent on agent performance data collection. Senior management gained better visibility into operational results. Agent performance KPIs improved by 6–14 percent. Managers used a systematic coaching framework to help agents improve customer service.
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VoiceBase helped a large call center use AI-powered speech analytics to improve key metrics. Sales conversions increased by 104%. Average... handle time dropped by 10%. Agent training time was cut in half. First call resolution rose by 17.2%. The platform analyzed every customer interaction, replacing manual spot checks. This led to better agent performance and higher operational efficiency.
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Amdocs Matrixx Charging helps Hutchison Telecom Hong Kong (HTHK) deliver real-time monetization for brands like 3, SoSIM, and SIM World. HTHK uses the... solution to support all-digital operations, from activation to top-up and customer inquiries. The platform enables differentiated digital experiences and supports a strong retail network. These improvements drive year-over-year subscriber growth in a highly competitive telecom market.
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A Scandinavian mobile network operator faced rising competition and lost appeal among price-sensitive consumers. The company launched an independent MVNO... as a fighter brand to target this segment. The new MVNO operated separately from the main brand. This move helped the MNO maintain its market position and expand its reach. The strategy focused on attracting new customer segments and growing market share.
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VodafoneZiggo used Deepdesk's AI-powered Virtual Assistant to help their human agents. Before, 80% of chats needed a person, not a... bot. Deepdesk suggested answers and resources to agents in real time. This made answers faster and more personal. VodafoneZiggo automated over 30% of agent conversations. They lowered average handling time by 15% for top agents and saved 70,000 agent hours. Costs went down and agents were happier.
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Collab's Nubitalk gamification platform helped Vodafone Portugal boost contact center performance. The cloud-based system used achievements, quests, and challenges to... motivate 120 agents. Vodafone saw higher customer satisfaction, shorter call durations, and better customer retention. The rollout required no workflow or hardware changes. Integration included OneContact and internal systems.
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Intermedia helped Wholesale PC, LLC keep their client Bohlke operational after a major power outage. Wholesale PC used Intermedia’s file... backup, sync, and cloud voice services to enable remote work and business continuity. Employees took their phones home and accessed files from anywhere, with no loss of productivity. All files were synced back to the server within hours after power was restored. Bohlke avoided downtime and extra costs thanks to Intermedia’s integrated cloud solutions.
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Talkdesk helped Xenial boost first call resolution by 17 times. Xenial supports over 25,000 restaurants in 62 countries with its... technology. Using Talkdesk's cloud contact center, Xenial quickly connects callers to the right agent. Training on Talkdesk takes just 15 minutes. This simple solution improved customer service and engagement for Xenial's clients.
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Aura used Alvaria to improve business communications for regulated industries. The partnership focused on compliance-first outreach and unified integration. Aura... and Alvaria helped a client stabilize a complex environment and launch a new business unit. The joint solution reduced vendor management and sped up results. Customers gained simpler systems and lower risk from this collaboration.
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Xero used Dialpad to replace many local PBX systems with one global communications platform. The company has over 1,400 employees... in 17 offices worldwide. Dialpad helped Xero support sales, service, and IT teams working from anywhere. Integrations with Google Workspace and Salesforce made work easier. Xero saved $500,000 each year in telephony costs by consolidating systems.
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Help Lightning enabled Ricoh to transform its service delivery with merged reality technology. Ricoh used Help Lightning to connect field... technicians with remote experts, reducing on-site response times by 20%. Over 1,500 Ricoh employees now use the platform across multiple business units. The solution increased first-time fix rates and improved customer experience. Ricoh credits Help Lightning for making the transition to digital service easy and intuitive.
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Sip2dial developed a new text messaging software to boost ROI for call centers. The team faced resistance from leadership but... convinced the CEO to support the project. The software included features like bulk messaging, automated responses, and visitor tracking. After launch, many call centers adopted the solution. An independent survey reported a 20% growth in startup call centers using the software.
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Prism Video Converter from NCH Software supports many codecs and detailed encoder settings. TomsGuide.com highlights its ability to add captions,... rotate videos, and preview changes in real time. The review notes robust format support and flexible conversion features. Users can convert video files easily and see results instantly. The software is praised for its versatility and user-friendly interface.
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CallHippo helped INTECH Creative Services Pvt Ltd boost sales team efficiency and cut communication costs. INTECH needed a phone system... with easy onboarding, global coverage, and low rates. CallHippo delivered an intuitive interface, wide geographic reach, and strong support. INTECH saw increased efficiency, reduced calling expenses, and better global outreach. The solution improved productivity and streamlined international sales operations.
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Bright Pattern Contact Center software helped Ocular Technologies deliver better customer engagement in South Africa. Ocular Technologies used the omnichannel... cloud platform to let customers choose voice, email, chat, social, SMS, and video channels. They added automated billing, credit card payments, and a self-provisioning engine. The solution blended AI from Bright Pattern and IBM Watson, including Facebook Messenger chatbots. This partnership improved efficiency and customer experience for top South African brands.
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Ringover helped Movinghub expand internationally with its Power Plan VoIP solution. Movinghub needed a multi-site phone system, better call quality,... and integration with their custom CRM. Ringover delivered unlimited calls to 110 countries, HD meetings, and easy CRM integration. The dashboard made setup simple as Movinghub grew fast. Movinghub praised Ringover's support and usability for their global teams.
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Nixxis Contact Suite helped Axa Assistance boost case processing by 20% in one year. The company needed to respond to... clients quickly, but their old system could not sync all communication channels. With Nixxis, Axa Assistance now manages calls, emails, and WhatsApp in one place. Agents track cases in real time and reply faster. Customers get 24/7 support with an AI chatbot, improving satisfaction and response speed.
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Ozonetel's smart IVR helped ACKO cut IVR time by 20%. The system improved routing accuracy by 20% and made resolutions... 50% faster. ACKO automated 3,000 customer requests per month with self-service IVR. Customer satisfaction reached 90%, 15% higher than the industry average. Freshdesk integration gave agents context, reducing handle times by 50%.
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MaestroQA helped a leading insurance company review 100% of customer calls using AI-powered automation. Before, they manually checked less than... 1% of calls, missing compliance risks and coaching opportunities. With MaestroQA, they flagged compliance issues, delivered targeted coaching, and improved agent performance. The company saw a 30% decrease in talk time, 50% fewer underwriting cancellations, and $1.3M in extra commissions from better cross-selling. Carrier trust and customer satisfaction also increased.
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Adrian Flux used Voyc to automate call auditing and coaching. Before Voyc, managers spent hours manually reviewing a small sample... of calls. Now, 100% of calls are monitored and scored. Managers use transcripts and summaries to quickly find key moments and trends. This saves time, speeds up customer resolutions, and improves coaching. The team can now support vulnerable customers better and ensure compliance across all calls.
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Convoso's predictive dialer helped US Health Advisors, a national health insurance broker, increase sales by 30%. The company also reduced... its cost per acquisition by 75%. The sales team saw a 30% rise in contact rates, which boosted agent morale. Convoso's contact center software improved operations and helped agents reach more policyholders. These results show the impact of the right technology partner in the insurance industry.
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France Mutuelle used Eloquant to improve member satisfaction. They kept only one physical branch and focused on a human, personalized... approach. The solution helped staff deliver better service and made members feel heard. France Mutuelle won a Silver Award for customer experience. They protect 130,000 people with a team of 130 employees.
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DYL helped PD Fort Insurance Agency grow their business. After starting with the DYL platform, they saw a big increase... in leads within a few weeks. The agency used DYL to manage calls and contacts. The customer said DYL changed their business for the better. DYL made it easier to get new leads fast.
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Voicent Agent Dialer helped Broker Resources, Inc. boost productivity and cut costs. The insurance agency faced issues with their old... dialer, including bugs and high monthly fees. After switching to Voicent, setup was easy and support was strong. The one-time purchase and pay-as-you-go pricing saved money. Adding more agent lines improved sales and handled busy periods. Productivity increased across the company.
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i2x Assistent helped an insurance company in Germany cut recruiting and coaching costs by up to 20%. The company used... i2x Echtzeitcoaching and Echtzeitfeedback to train staff faster and improve onboarding. Real-time feedback and digital guides boosted agent confidence and performance. The solution reduced new employee training time by up to 50% and increased agent satisfaction. Over 95% of agents accepted the i2x solution, lowering turnover rates.
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Valutico used CloudTalk to improve global customer support and reduce costs. The company handled over 4,400 calls and spent more... than 5,000 minutes with clients using the platform. CloudTalk helped Valutico unify communications, automate reporting, and integrate with CRM tools. The switch enabled teams to work from anywhere and boosted productivity. Customer satisfaction increased with faster, more efficient service.
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SharpenCX helped Five Star Credit Union quickly replace their previous call center system to support 54,000 members. The solution enabled... smooth implementation and fast support for over 30 agents. Performance Tiles let agents track goals and improve service quality. Managers used real-time data to coach teams and boost agent confidence. Five Star expanded SharpenCX to more departments in just one week, improving both customer and agent experiences.
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8x8 helped Cetera Financial Group connect over 40 locations after a major acquisition. Cetera needed to unify communications and enable... remote work for its advisors. 8x8 delivered a fast, smooth migration and easy integration with Cisco. Advisors now use 8x8 for chat, text, voice, and video from anywhere. Cetera reports improved flexibility, strong support, and better user experience.
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8x8 helped Cetera Financial Group connect over 40 locations after a major acquisition. Cetera needed to unify communications and enable... remote work for its advisors. 8x8 delivered a fast, smooth migration and easy integration with Cisco. Advisors now use 8x8 for chat, text, voice, and video from anywhere. Cetera reports improved flexibility, strong support, and better user experience.
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Visa uses Unified Experience from Genesys and ServiceNow to improve customer experience. The solution helps Visa process 106 million disputes... each year. It supports over 340 financial institutions. Visa expects faster dispute resolution and better customer satisfaction. The platform also aims to lower operational costs and boost infrastructure efficiency. AI-driven tools enable seamless support for consumers worldwide.
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USAN’s AI Contact Analytics helped a leading U. S. fintech firm in healthcare rewards uncover agent skill gaps and improve...training. The platform analyzed thousands of customer interactions using Gen AI, surfacing new customer intents and driving actionable insights. The company moved from manual coaching to coaching on all interactions, accelerating their Amazon Connect deployment. Key results included improved agent performance, enhanced self-service, and reduced costs. The solution provided dashboards, automatic intent detection, and agent coaching recommendations.
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Finnable used DialShree's auto dialer to boost call connectivity by 3x. The platform integrated with their CRM, giving agents full... borrower context before every call. Manual dialing dropped by 89.53%, and agent productivity rose by 79.26%. Finnable ran 15+ collection processes in parallel, all fully TRAI compliant. Real-time dashboards let supervisors track every campaign live, driving better collection outcomes.
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Balto helped UGA Finance improve quality assurance in its call center. Before Balto, UGA could only review 1% of calls.... With Balto’s real-time QA tool, they now analyze 100% of calls. Agent performance scores rose from 40% to over 80%. UGA saved thousands on QA staffing and reduced new agent turnover. The company now trains agents better and sees a stronger team culture.
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Ytel API helped Lead Strata Marketing boost output by 300% with the same number of agents. The company switched from... Five9 due to poor support and lack of flexibility. Ytel's onboarding and onshore support made the transition smooth. Lead Strata Marketing now delivers leads faster and tracks metrics more easily. The business has seen steady growth each month since adopting Ytel API.
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United Healthcare uses KPS Universal Knowledge to manage and share IT service delivery information. Agents can quickly find relevant knowledge,... improving customer experience. The platform helps organize and author content for support teams. Fast access to information supports better service outcomes. United Healthcare benefits from streamlined knowledge management.
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FluentStream helped Oakview Dermatology manage 10,000 patient calls per month across nine locations. Oakview used FluentStream’s cloud-based call center and... mobile app to support remote work and outsourced call center operations. The platform’s analytics and feedback tools improved staff training and resource planning. Oakview saw better interoffice communication and more efficient patient service. The support team at FluentStream was praised for fast, accurate help.
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VoiceSpin helped Medassis, a leading medical flight provider in Israel, manage urgent communications 24/7. Medassis used VoiceSpin's AI-powered Cloud PBX... and chatbots, integrated with Microsoft Dynamics 365, to automate call center tasks. The AI chatbot collects client details and sorts requests before a human agent steps in. Real-time AI support tools help agents respond quickly and accurately. Medassis now handles more calls, with faster and more reliable service for critical cases.
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Pindrop platform stopped 94. 3% of bot calls at a Fortune 500 healthcare group. Automated bots targeted member accounts, risking...over $73M in HSA balances. Pindrop Protect and Pulse flagged over 30,000 bot calls in real time. Security teams used these alerts to tighten IVR controls. Attackers moved on, and the attack surface shrank fast.
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XCALLY helped Avon Healthcare in Nigeria improve its contact center. Avon faced long wait times and inefficient customer service. XCALLY... provided an omnichannel solution with API integration and a unified dashboard. Agents now identify callers instantly and manage policies faster. Avon reduced wait times and increased the number of calls handled. Customer experience and service quality improved significantly.
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Tetherfi helped Parallon improve collection rates by enabling digital self-service on mobile devices. Parallon used Tetherfi to let patients pay... balances directly from reminder texts. This made it easier for patients to clear bills and reduced the need for agent help. Parallon also improved the effectiveness of their payment campaigns. The solution increased self-service adoption and made collections more measurable.
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Opus Tech used AI assist features to help the UK’s largest vein specialist. They reduced call wrap-up times in the... contact centre. Customer satisfaction scores increased by 30%. The solution focused on improving agent performance and customer experience. The project used contact centre technology and analytics tools. The result was faster service and happier customers.
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Awaken Synergy and Dispatch helped STARS, a Canadian air ambulance service, manage 113,400 out of 146,304 calls in 2020. STARS needed a... flexible call scripting solution to support diverse emergency communications and lone worker safety. Synergy enabled direct integration with ArcGIS, FME, and SQL databases, streamlining agent workflows. The system improved crisis response and unified agent desktops for seamless service. 25% of calls were lone worker alarms, handled by a dedicated team.
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Awaken Synergy and Dispatch helped STARS, a Canadian air ambulance service, manage 113,400 out of 146,304 calls in 2020. STARS needed a... flexible call scripting solution to support diverse emergency communications and lone worker safety. Synergy enabled direct integration with ArcGIS, FME, and SQL databases, streamlining agent workflows. The system improved crisis response and unified agent desktops for seamless service. 25% of calls were lone worker alarms, handled by a dedicated team.
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SmartTile helped a leading luxury retailer cut mean time to resolution (MTTR) for network outages. The IT team used to... spend valuable time gathering carrier and device info before opening tickets, risking lost revenue. With SmartTile, all carrier, vendor, and device data is surfaced instantly when an issue occurs. The platform integrates with Meraki API for full network visibility, including access points and switches. The retailer is now expanding SmartTile to monitor every point-of-sale system across North America.
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LiveNexus REVEAL helped a leading U. S. retailer enforce compliance in its contact center. The tool monitored 46,244 events and...blocked $230,735 in out-of-policy transactions. It flagged 496 agents for review and affected 18,417 cases. Real-time policy enforcement reduced financial risk and improved compliance visibility. Continuous data-driven calibration allowed the retailer to adapt policy thresholds quickly.
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Studio Retail Limited used VoiceSage SMS to improve customer feedback and credit collections. The company sends five-question surveys after each... customer interaction. This helped them collect valuable data on customer preferences and behavior. Using SMS for credit collection reminders led to a £1m increase in conversion per year. Over 90% of customers who tried SMS payment reminders continued using them. Studio Retail Limited plans to expand VoiceSage use to more messaging and AI features.
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Wayfair used Tenfold CTI for Salesforce to give 700+ agents instant access to customer data. This solved their problem of... buried information and low connection rates. In six months, outbound call volume doubled and connection rates rose by 30%. Productivity gains equaled adding 38 employees. Managers gained new analytics and coaching tools. Wayfair logged over 2.3 million calls in the first six months.
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KIABI used Akio Insights to analyze customer feedback from all written channels. They collected verbatim comments from email, chat, surveys,... and review platforms. This helped them spread the voice of the customer across the company. Their omnichannel feedback project won a CX Award in 2021. KIABI strengthened its e-commerce leadership in a competitive market.
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VirtuaQ's customer journey orchestration platform helped Mathrubhumi Bookstall at CIAL and Amar Chitra Katha deliver proactive customer service. After a customer... found a printing defect, the bookstore took ownership and contacted the publisher directly. Amar Chitra Katha sent a replacement copy and followed up to ensure delivery. This seamless collaboration and follow-up turned a small issue into a positive experience. The story highlights the value of proactive service, collaboration, and ownership in customer experience.
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Arise Shield stopped all fraud for a luxury goods retailer in the first month. The solution blocked 1,136 actions and... protected $110,982 in revenue. Arise Shield handled 31,621 transactions with real-time monitoring and custom fraud detection rules. Customer satisfaction reached 102% of the goal, and quality assurance hit 101%. The retailer kept its reputation strong and customer trust high with proactive fraud prevention.
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Puzzel helped Språkservice, Sweden's largest interpreting and translation agency, improve efficiency and customer satisfaction. Språkservice managed 2,500 assignments and 500... calls daily but needed better service levels. By integrating Puzzel's cloud contact center, they automated email handling and halved email processing time. The solution reduced the need for customer service staff by 60%, cutting costs while maintaining quality. Faster response times and flexible integrations let Språkservice focus on complex tasks and deliver high-quality language services.
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Scorebuddy helped 5CA, a global customer service outsourcer, improve agent performance and reporting. 5CA needed a flexible QA solution to... support their remote workforce and evolving business. Scorebuddy’s multi-tenant, multi-channel features and agent dashboards enabled better feedback and self-scoring. Integration with Zendesk and analytics tools provided deeper insights and supported targeted coaching. After a few months, 5CA saw improved quality and more actionable data for project leads.
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TruGreen used Capacity's AI-powered platform to improve sales conversions. The solution included intelligent virtual agents and real-time agent assist for... contact center support. TruGreen saw a 10% increase in sales conversions after implementation. The platform helped automate customer interactions and streamline workflows. This led to faster resolutions and better customer engagement.
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SingleComm helped Argo Contact Center cut costs by 40%. Argo used SingleComm’s all-in-one contact center solution to boost revenue and... improve client processes. The platform enabled faster onboarding, better reporting, and seamless integration. Argo expanded into new verticals like healthcare and finance. The solution supported compliance and improved patient satisfaction for healthcare clients.
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Fox TAS helped Global Answer 24/7 grow from 50 to 500 calls per day. The company replaced outdated systems with... a managed, scalable solution. This reduced operational burden and improved call handling. Global Answer 24/7 expanded into five international markets. The new system enabled accurate billing and faster response times. The company also launched First Point AI, a voice AI solution for businesses.
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Fox TAS helped Global Answer 24/7 grow from 50 to 500 calls per day. The company replaced outdated systems with... a managed, scalable solution. This reduced operational burden and improved call handling. Global Answer 24/7 expanded into five international markets. The new system enabled accurate billing and faster response times. The company also launched First Point AI, a voice AI solution for businesses.
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Canaflora used Nectar Desk’s call center software to improve customer service. They achieved a 40% reduction in call response time... and a 25% increase in order volume during peak periods. Missed calls dropped by over 30%. Customer satisfaction improved by 35%. Agent productivity rose by up to 30%. CRM integration and real-time analytics helped streamline operations and boost sales.
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Yeastar P560 PBX replaced a 30-year-old Panasonic system at ZBM-TBS Zabrze. The company faced no direct connectivity between headquarters and... branches, and struggled to reach mobile employees. Yeastar enabled reliable, seamless communication across four locations. Employees now enjoy free inter-branch calls and professional IVR features. The transition was smooth and the system is easy to manage.
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Aria Telecom Solutions helped a leading real estate company improve lead management and customer engagement. The company used predictive dialers,... IVR, ACD, and CRM integration to automate calls and streamline data. AI-powered analytics and chatbots boosted lead conversion and customer satisfaction. CRM and mobile app integration cut administrative tasks by 40%. The unified system gave agents more time with clients and improved data management.
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Knowlarity’s Outbound Contact Center and Missed Call Solution helped a real estate startup automate lead generation and customer engagement. The startup replaced... manual call handling with automated outbound calls and a missed call system. This made it easier for tenants and property owners to connect. The solution improved call efficiency, increased lead generation, and enabled real-time performance tracking. The business managed services across India without upfront capital expenses.
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Knowlarity’s Outbound Contact Center and Missed Call Solution helped a real estate startup automate lead generation and customer engagement. The startup replaced... manual call handling with automated outbound calls and a missed call system. This made it easier for tenants and property owners to connect. The solution improved call efficiency, increased lead generation, and enabled real-time performance tracking. The business managed services across India without upfront capital expenses.
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Steve Parker Realtor needed to share hundreds of contacts with brokers and contractors. Using Google Contacts made sharing difficult. ContactBook... helped them share Gmail contacts with their team in one click. Now, everyone on the team can access contacts easily because it is centralized.
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Mitel and TeleComp helped AIRIA Development Company build a full communications system for a new luxury residential community. AIRIA needed a... partner to manage all communications, wiring, security, and vendor selection. TeleComp provided project management and installed a Mitel premise-based solution with unified communications, WiFi, and security integration. The system lets staff control calls, doors, and cameras from any location. AIRIA saved thousands of dollars and praised the quality and reliability of the solution.
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Mitel MiVoice Business helped Western Placer Unified School District replace unreliable analog phone lines. The district faced frequent outages and... high maintenance costs. Mitel's unified communication system improved reliability and made management easier. The solution scaled with new construction and allowed fast internal communication. WPUSD now enjoys a modern system that supports growth and collaboration.
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Mitel MiVoice Business helped Western Placer Unified School District replace unreliable analog phone lines. The district faced frequent outages and... high maintenance costs. Mitel's unified communication system improved reliability and made management easier. The solution scaled with new construction and allowed fast internal communication. WPUSD now enjoys a modern system that supports growth and collaboration.
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Purdue University used VMware Tanzu Greenplum to build a digital contact tracing tool. The university needed to bring students back... to campus safely during the COVID-19 pandemic. With this big data analytics solution, Purdue tracked student behavior and infection patterns in real time. This helped protect in-person learning and supported equity in education. Purdue continues to use data science to improve student experiences.
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TelebuJoin helped NMIMS run a national quiz competition during the pandemic. The platform enabled over 100 participants from law and... management colleges to join easily, with no external software needed. Features like bandwidth changeability and audio-only mode ensured smooth participation despite varying internet speeds. The committee praised TelebuJoin for its ease of use and fast customer support. The event was a success, with seamless communication and minimal technical issues.
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Waitwhile helped Oklahoma State University- Oklahoma City cut no-shows by 50% and boost student satisfaction to 99. 9%. The university...used Waitwhile for appointment scheduling and queue management in its Disability Services and Academic Advisement offices. Students now book appointments online and check in from any device. Staff workloads dropped as manual booking tasks disappeared. Waitwhile also gave the university new data insights to improve services.
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MightyCall helped Opportunity Resource Services improve communication across Texas. ORS needed a user-friendly, affordable phone system for remote teams. MightyCall's... IVR, call to group routing, and mobile app made it easy for staff to stay connected. The nonprofit scaled from five to nine grants while using MightyCall. Pricing and flexibility were key reasons for choosing MightyCall.
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Sight & Sound Theatres switched from an old Cisco phone system to CallTower Operator Connect for Microsoft Teams. This move saved... them over $1,000 each month and cut their telecom costs by thousands in the first year. They reduced desk phones from 200 to under 100, helping staff work from anywhere. IT teams now spend less time on phone maintenance. The new system supports hybrid work and future growth in live theatre and filmmaking.
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Avaya OneCloud helped DIRECTV update its communications system in 2020. The project supported 6 million calls per month, 1300 IVR... channels, and 2500 remote agents. DIRECTV achieved 99.95% communication availability and a smooth, incident-free upgrade. The new SolaaS contract lets DIRECTV scale capacity for high-demand events. DIRECTV plans to add omnichannel support for better customer care.
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Avaya OneCloud helped DIRECTV update its communications system in 2020. The project supported 6 million calls per month, 1300 IVR... channels, and 2500 remote agents. DIRECTV achieved 99.95% communication availability and a smooth, incident-free upgrade. The new SolaaS contract lets DIRECTV scale capacity for high-demand events. DIRECTV plans to add omnichannel support for better customer care.
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Avaya OneCloud helped DIRECTV update its communications system in 2020. The project supported 6 million calls per month, 1300 IVR... channels, and 2500 remote agents. DIRECTV achieved 99.95% communication availability and a smooth, incident-free upgrade. The new SolaaS contract lets DIRECTV scale capacity for high-demand events. DIRECTV plans to add omnichannel support for better customer care.
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Squaretalk provided Anakatech with secure and innovative contact center software. Anakatech needed to protect sensitive data and improve customer support... for their gaming platforms. Squaretalk implemented end-to-end encryption, fraud prevention, 24/7 network monitoring, and custom Freshdesk integration. Anakatech gained more features, easier scaling, and better multi-channel communication. The solution improved efficiency and productivity, as noted by Anakatech's COO.
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Connexus Energy uses ComputerTalk’s ice Contact Center to manage both internal and external communications. They chose ice for its strong... integration with Microsoft Teams and easy-to-use workflow designer. The solution supports voice, webchat, outbound dialing, surveys, and AI-powered speech analytics. Connexus values the seamless Microsoft integration, responsive vendor support, and the ability to make workflow changes without programming skills. AI-driven speech analytics help automate quality assurance and deliver actionable insights, leading to greater efficiency and cost savings.
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Hitachi Energy used Enghouse Interactive Cloud Contact Centre as a Service to deliver 24x7x365 global support in 14 languages. The solution unified... voice and digital channels, integrating with Salesforce CRM and Microsoft Teams. Deployment took under three weeks, enabling seamless collaboration and efficient resource sharing across five global contact centers. Customer interactions rose by 500% in one year. Automated chat translation improved customer satisfaction and reduced costs.
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Hitachi Energy used Enghouse Interactive Cloud Contact Centre as a Service to deliver 24x7x365 global support in 14 languages. The solution unified... voice and digital channels, integrating with Salesforce CRM and Microsoft Teams. Deployment took under three weeks, enabling seamless collaboration and efficient resource sharing across five global contact centers. Customer interactions rose by 500% in one year. Automated chat translation improved customer satisfaction and reduced costs.
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Hitachi Energy used Enghouse Interactive Cloud Contact Centre as a Service to deliver 24x7x365 global support in 14 languages. The solution unified... voice and digital channels, integrating with Salesforce CRM and Microsoft Teams. Deployment took under three weeks, enabling seamless collaboration and efficient resource sharing across five global contact centers. Customer interactions rose by 500% in one year. Automated chat translation improved customer satisfaction and reduced costs.
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Mindful helped a major utilities company improve customer satisfaction by reducing hold times. The company used virtual hold and callback... technology to let customers wait for a callback instead of staying on the line. Customers were willing to wait up to 20 minutes for a callback, compared to just 10 minutes on traditional hold. This change led to higher CSAT and NPS scores. The solution gave customers more control and improved their experience.
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Eckoh's CallGuard and EckohROUTE solutions helped a global foreign exchange provider secure contact center payments. Customers now enter payment details... using their phone keypad, so agents never see or hear cardholder data. This removed payment data from the contact center, reducing breach risk and simplifying PCI DSS compliance. Instant call routing between contact centers improved disaster recovery and ensured uninterrupted service. The company now benefits from a secure, scalable platform that supports compliance and growth.
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TCN software helped a national bank manage a surge in customer calls after its mobile app crashed for a week. The bank faced... high call volumes and needed to stay efficient. TCN enabled the team to handle the increased demand without losing productivity. The solution kept customer service running smoothly during a crisis. The case highlights TCN's value for banking call centers.
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VoApps DirectDrop Voicemail helped Lighthouse Credit Union's six-person collections team reach the output of thirteen collectors. The team switched from... manual outbound dialing to ringless voicemail, increasing outreach volume by 125%. They delivered an average of 4,500 voicemails per month with no added headcount. Collectors spent more time on live conversations, improving member engagement and payment resolution. The technology allowed precise targeting by loan type and delinquency stage, streamlining the collections process.
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Central Bank used Five9 AI agents to improve self-service in its contact center. The bank achieved an 80% success rate... in matching customer intent with NLP routing. This led to a 50% reduction in call volume to live agents. The solution helped Central Bank handle more customer requests automatically. The bank improved efficiency and customer experience with Five9 Intelligent Virtual Agent.
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Upstream Works on Finesse helped Progressive Credit Union integrate ten banking systems. Agents gained instant access to key data, improving... efficiency and service across all channels. Members received more personalized banking experiences. The credit union improved service levels and agent productivity. The solution enabled easier training and better business analysis.
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3CX helped Woodstock Trading Company move from an old PBX to a modern, cloud-based phone system. The switch enabled remote... work for all staff during the COVID-19 lockdown. The new system integrated with their existing SIP trunk and offered features like call recording, web meetings, and headset support. Woodstock completed the migration in just 2.5 days. The sales and customer service teams benefited from new wallboard and switchboard tools.
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Daikin used Freshdesk Omni to improve its post-sales service in Brazil. The company wanted to organize customer support and manage... SLAs better. Daikin set up new processes and used analytics to track tickets and service levels. They integrated Freshchat with WhatsApp for faster communication. As a result, Daikin saw better SLA performance and higher customer loyalty. The changes helped support growing sales and a stronger market position.
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Natterbox helped Texecom cut call waiting times from an hour to just 3 minutes. The company saw a 35% drop... in call abandonment rates. Texecom saved 15 hours each month on reporting. Natterbox’s phone system, fully embedded in Salesforce, gave Texecom full visibility of their contact centre. Customer complaints about waiting times dropped from 2-3 a day to just 1 in a year.
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ZEISS uses Cisco solutions to protect its production integrity. The company gains full visibility into industrial assets and their vulnerabilities.... Cisco helps ZEISS detect unexpected behavior that could signal threats. This improves security and reduces risk for ZEISS manufacturing operations. The solution supports safe, reliable production.
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ComSci helped PPG Industries improve IT cost visibility. Managers now track spending and validate charges with dashboards. The solution replaced... a legacy system, making data more accurate and easy to use. PPG uses ComSci modules for billing, demand management, and analytics. This led to better control of IT consumption and reduced overall spend.
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TRICOM uses the Vocalcom Hermes solution to manage outbound call campaigns and appointment scheduling. The company schedules about 50,000 web... appointments per year with a 10% conversion rate. Vocalcom's predictive automated dialer and omnichannel platform help TRICOM handle 30 million interactions annually. TRICOM achieved a 96% service quality score on inbound calls. The solution supports remote work and integrates with customer information systems.
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Senior Response used the FiveCRM platform for over 20 years to manage client communications. They needed a CRM that could... scale, was easy for agents to use, and allowed changes without developer help. FiveCRM provided flexibility, integration with telephony and client databases, and strong support. The platform enabled quick campaign setup and reliable operations, helping Senior Response grow and win new business. The company values FiveCRM’s stability, ease of use, and responsive support team.
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Zenchef uses Callr's call tracking to show the value of its platform to restaurant clients. The API gives each restaurant... a unique phone number for tracking leads from websites and ads. Zenchef sends SMS for booking confirmations and reminders to leave reviews. Automated SMS also help collect unpaid invoices. Each week, Zenchef manages 15,500 incoming calls and 7,600 SMS for over 2,000 numbers. This helps Zenchef prove ROI and grow its customer base.
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CallMiner helped RDI use conversation analytics to find better and faster ways to work. RDI saw new opportunities for projects... by using CallMiner’s platform. The tool sparked creativity in both RDI and its clients. RDI improved daily operations and opened doors to more business. The company recommends CallMiner for deeper insights and faster results in contact centers.
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Ameyo helped Zicom improve customer satisfaction with its call center suite. Zicom faced issues like no real-time quality monitoring, lack... of multi-channel support, and slow query resolution. Ameyo provided real-time agent metrics, multi-channel interaction via SMS and email, and a self-service IVR. Office hour configuration and a wallboard for management improved support quality. Zicom now delivers faster and more reliable customer service.
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Ameyo helped Zicom improve customer satisfaction with its call center suite. Zicom faced issues like no real-time quality monitoring, lack... of multi-channel support, and slow query resolution. Ameyo provided real-time agent metrics, multi-channel interaction via SMS and email, and a self-service IVR. Office hour configuration and a wallboard for management improved support quality. Zicom now delivers faster and more reliable customer service.
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Ameyo helped Zicom improve customer satisfaction with its call center suite. Zicom faced issues like no real-time quality monitoring, lack... of multi-channel support, and slow query resolution. Ameyo provided real-time agent metrics, multi-channel interaction via SMS and email, and a self-service IVR. Office hour configuration and a wallboard for management improved support quality. Zicom now delivers faster and more reliable customer service.
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Ameyo helped Zicom improve customer satisfaction with its call center suite. Zicom faced issues like no real-time quality monitoring, lack... of multi-channel support, and slow query resolution. Ameyo provided real-time agent metrics, multi-channel interaction via SMS and email, and a self-service IVR. Office hour configuration and a wallboard for management improved support quality. Zicom now delivers faster and more reliable customer service.
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ViaVan used Qminder's queue management system to speed up driver onboarding. Before Qminder, they relied on manual Google Forms, which... caused delays and lacked integration. With Qminder, drivers check in on iPads, join the right line, and get directed by waiting room TVs. Staff see driver details instantly, cutting visit times and improving service. Built-in analytics help ViaVan track performance and find ways to grow.
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daa used 3CLogic’s AI Contact Center with ServiceNow to unify customer service at Dublin and Cork airports. Agents now access... all customer data in one place, speeding up resolution times. The new system cut manual work and improved first-call resolution. Customers get proactive updates and faster help. Centralized dashboards give leaders real-time insights. The airport team can update IVRs instantly, making service more agile.
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Network Courier used FocalScope to improve customer support and system integration. The team integrated FocalScope with their existing software, connecting... different systems for seamless operations. Staff communication and customer interactions became easier and more efficient. The FocalScope team provided smooth implementation and shared best practices. Network Courier gained better support and maximum benefits from the system.
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Leaptree Optimize helped Air Canada Cargo cut costs by 30% through automation. The team moved from manual, spreadsheet-based quality assurance... to a Salesforce-native platform. This change saved about 25% of time spent on evaluations and improved productivity. Agents now use real-time dashboards to track performance and discuss results. The system reduced errors and built a data-driven, transparent culture.
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Verizon partnered with Lockheed Martin to enhance military ISR operations using advanced 5G technology. They enabled near real-time transmission of... ISR data from drones and aircraft over 5G millimeter wave links. This allowed military teams to process and share intelligence quickly and securely. The solution also demonstrated passive RF signal detection and geolocation for targeting adversarial assets. The project set a new standard for integrating commercial 5G with military systems.
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No business challenge, solution, or results are described for polar. The page does not provide any details about how CDC... Software helped polar or what outcomes were achieved. There are no metrics, quotes, or use cases mentioned. Only the customer name is present.
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Infinity-RTI used Vivocha’s platform to build a digital, cloud-based multichannel contact center. The main channel is live chat, used for... both online sales and customer support. A proactive engine lets Infinity-RTI engage customers in real time during registration. The solution won third place in the 2017 Technology Customer Management Award. The platform is hosted in the cloud through Amazon.
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MSC Industrial Supply uses Verint Genie Bot to improve customer experience and analyst performance. The Genie Bot suggests evaluation questions... and scripts for analysts. It also helps automatically evaluate calls and find what top agents do differently. MSC reports that these tools make a big difference for both customers and employees. The company aims to create better experiences using AI-driven insights from Verint.
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MSC Industrial Supply uses Verint Genie Bot to improve customer experience and analyst performance. The Genie Bot suggests evaluation questions... and scripts for analysts. It also helps automatically evaluate calls and find what top agents do differently. MSC reports that these tools make a big difference for both customers and employees. The company aims to create better experiences using AI-driven insights from Verint.
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AireSpring provided SIP Trunking to Nachurs Alpine Solutions, a leading liquid chemical manufacturer. Nachurs Alpine faced unreliable call quality and... poor customer service with their previous provider. AireSpring delivered flawless call quality and improved customer service. The new solution cut Nachurs Alpine’s phone bill by nearly 50%. The flexible system now supports their large North American operations.
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AnswerConnect helped Owl Be There handle urgent calls 24/7. Before, missed calls meant lost opportunities and stress for franchisees. With... AnswerConnect, every call is answered by a real person using custom scripts. Franchisees now get complete intake messages and can focus on helping families. The service improved efficiency, organization, and work-life balance for the team.
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CallShaper helped Dominion Outsourcing manage healthcare and insurance outreach across many states. Dominion used CallShaper to route calls by agent... license and state. The platform let agents handle notes and callbacks without extra CRM tools. New agents learned the system quickly. Dominion saw faster onboarding, better compliance, and lower overhead. All operations ran from one place, making work simple and efficient.
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Aircall’s AI Virtual Agent helped Ausmed handle a sudden staff shortage without hiring extra people. The team used the AI... to answer support calls, letting 20% of callers choose the AI option. Ausmed kept missed calls below 10% and returned all calls within 90 minutes. The AI synced with HubSpot, making it easy for team members to catch up on cases. Customer satisfaction stayed high, and the support team could focus on more complex tasks.
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Contivio helped Speedmaster unify global customer service inside NetSuite. Speedmaster replaced Zendesk with Contivio, connecting calls, chats, and emails to... one customer record. This change led to a 30% increase in efficiency for inbound and outbound contacts. Teams now access real-time customer data and AI-powered insights across APAC, North America, and EU. Leaders gain executive visibility and a clean data foundation for future AI projects.
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Jet Interactive's call tracking helped Beaurepaires measure how digital marketing channels drove thousands of phone leads to stores and the national call centre. Over 80% of... calls from desktop channels went direct to local stores, while 95% of mobile website calls went to the national centre. Paid ads generated 50% of tracked calls, with free search listings providing 31%. The data revealed a strong need for accurate local information online and showed how mobile users prefer quick, easy contact options. Beaurepaires used these insights to improve digital marketing ROI and customer engagement.
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CallFinder helped RoadVantage cut average talk time by 10–14%. The company used speech analytics to improve agent script compliance and... coaching. RoadVantage integrated CallFinder with their telephony platform for better reporting and managed support. Insights from CallFinder led to faster claims processing and higher customer satisfaction. The data-driven approach improved training, messaging, and overall contact center performance.
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