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
 | 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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 | 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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| 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
| | Published: October 21, 2009 |
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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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| 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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| Shred-it Shred-it, an on-site document destruction company, has selected Knoa End-User Experience Management to help Shred-it optimize performance of SAP CRM and the people who use it. The new application is used by Shred-it employees in 80 globally dispersed locations, on five continents, to help the company serve over 150,000 customers.
| Published: February 26, 2009 |
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| Delaware North Companies Parks & ResortsDelaware North Companies Parks & Resorts relies on an on-demand hosted contact center from Echopass to help them meet guest expectations and to meet business targets during an economic downturn. | Published: February 25, 2009 |
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| British TelecomBritish Telecom (BT) a provider of communications solutions and services has deployed the Knoa Experience and Performance Manager (EPM) suite to optimize the performance of Siebel CRM and other enterprise applications within its global organization. | Published: February 19, 2009 |
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| ProximediaA focus on customer satisfaction, optimize Contact Center resources and outbound IVR helps Proximedia optimize resources while more efficiently meeting customer needs. | Published: December 3, 2008 |
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 | PortimaPortima’s Brokers Contact Center is a multimedia contact center for insurance brokers. When they needed some technology solutions they turned to Altitude. | Published: November 28, 2008 |
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| UsablenetUsablenet wanted to expand its mobile service in order to meet the increasing demands of its customers. Since deploying ZXTM, it has boosted performance significantly to enable the Usablenet Mobile service to handle in the region of 200,000 mobile users per hour at its current configuration. | Published: November 19, 2008 |
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| GolfsmithGolfsmith uses GMT Planet workforce management software to dramatically reduce time-to-answer and call abandonment rates as well as free up resources to tackle higher-value tasks. | Published: October 10, 2008 |
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| NtractiveNtractive initially purchased ZXTM LB only to manage their hybrid web app “Elements SBM” because it was a cost-effective way to begin. It gave them a scalable solution because simply by upgrading their license key, the full set of ZXTM features could be unlocked as needed, without swapping out any hardware. | Published: September 2, 2008 |
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