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Telecommunications Case Studies and Customer Success Stories with OneContact CC
Vodafone Portugal
- Telecommunications
- Very Large
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.
Vodafone Portugal
- Telecommunications
- Very Large
Vodafone Portugal used Collab's Nubitalk gamification platform in its contact centers. The goal was to improve customer satisfaction, call duration,... and first-call resolution. After a successful pilot with 40 agents, Vodafone rolled out the solution to all centers. The company saw a significant reduction in call duration and better customer retention. The platform uses achievements, quests, and challenges to motivate agents and improve real-time performance.
Vodafone Portugal
- Telecommunications
- Very Large
Lisbon, Portugal
Vodafone Portugal used Collab’s Nubitalk cloud-based gamification platform in its contact center. The pilot included 40 agents and focused on... customer satisfaction, call duration, and first-call resolution. The solution integrated achievements, quests, and challenges into daily workflows. Vodafone saw a significant reduction in call duration, improved customer retention, and higher customer satisfaction. The rollout expanded to all contact centers in Portugal after the pilot exceeded expectations.
SFR Business used the OneContact Collab Application suite to launch its Global Contact Center solution in France. The company wanted... to offer a modern, cloud-based contact center service for all customer types, from SMBs to global accounts. Collab provided a unique, omnichannel solution that helped SFR Business stay competitive and support remote work needs during and after COVID-19. With this partnership, SFR Business strengthened its customer interaction services and gained a competitive edge in the French market.
Collab provided a contact center solution for Vodafone Portugal to help the hearing-impaired community. The solution lets customers interact with... agents using sign language and HD video calls. This makes customer service more accessible for people with hearing loss. The technology runs on Nubitalk, Collab’s cloud platform. Vodafone Portugal still uses this solution today, showing its maturity and reliability.
Financial Services Case Studies and Customer Success Stories with OneContact CC
Intrum Justitia
- Financial Services
OneContact CC hybrid cloud helped Intrum Justitia upgrade their contact center. The old system was slow and costly. Collab and... Cludo replaced it with a new IP PBX and cloud solution. The project finished on time, even after a schedule change. Intrum Justitia saw over 50% more efficiency in some products. Manual work dropped and CRM integration improved.
OneContact CC by Collab helped Edenred Portugal improve their contact center. They needed better customer experience and seamless Salesforce integration.... Collab delivered a cloud contact center with high-quality voice and unified channels. Agents now see all customer info in one place and resolve issues faster. Customer service abandon rate dropped below 5%. Sales team productivity increased with built-in softphone and click-to-dial. Employees rated the new solution 5 out of 5. Internal IT costs went down, and the IT team can focus on other tasks.
Collab R&D team
- Information Technology And Services
- Medium
Lisbon, Portugal
Collab used its own gamification engine with its R&D team. Over six months, engineers joined goal-driven challenges tied to real... work objectives. The team earned experience points and tracked progress on a live leaderboard. Motivation and accountability improved. The gamification tools made work more engaging and measurable.
Cludo used Collab's OneContact CC and OneContact WFO to move from onsite to hosted contact center solutions. They needed to... stand out in a crowded market and wanted predictable revenue. Collab's flexible, SIP-based platform helped Cludo offer new features like intelligent routing and workforce management. Cludo became the largest CCaaS provider in Poland with 1,000 seats. Their revenue grew by over 430% in the last year.
Collab's omnichannel contact center solution helped Aon replace its outdated platform of over 10 years. Aon needed a modern system... with omnichannel support and integration with their Inbroker platform. The new solution enabled smooth migration, added new features, and improved customer service. With Collab, Aon saw a 30% improvement in customer service KPIs. The platform increased agility, efficiency, and synergy by managing phone, email, and chat interactions.
Insurance Case Studies and Customer Success Stories with OneContact CC
Seguros Sura Argentina
- Insurance
OneContact from Collab helped Seguros Sura Argentina move to a single cloud contact center platform. The company wanted to improve... customer service, make operations smoother, and let customers manage their insurance on their own. With OneContact, Seguros Sura Argentina unified its contact centers, added self-service, and kept costs steady. The results included faster response times, better customer satisfaction, and easy scaling for future needs.
Consumer Services Case Studies and Customer Success Stories with OneContact CC
GoConnection
- Consumer Services
OneContact CC helped GoConnection, a remote BPO specialist, improve its outbound call operations. The company needed a flexible, cloud-based contact... center solution to support rapid growth and remote work during the COVID-19 pandemic. By using OneContact CC, GoConnection made its service more efficient and allowed agents to work from home. This led to better customer experiences and greater adaptability for the business.
Collab’s OneContact helped the Government of Mendoza improve citizen service. They wanted to offer more ways for people to contact... them. OneContact let them use phone, Facebook, WhatsApp, and web calls. This made it easier for citizens to get help and manage their own questions. The government now gives faster, better service to the people of Mendoza.
Other Industry Case Studies and Success Stories with OneContact CC
FlightSite
- Travel
Collab's cloud-based contact center solution helped FlightSite, Africa’s first online travel agency, improve customer service. FlightSite needed better scalability, flexibility,... and cost-efficiency during peak travel times. The new platform lets FlightSite scale resources up or down and supports remote work. It offers multi-channel support, advanced routing, and strong analytics. This solution removed the need for big hardware investments and improved customer satisfaction.
