CRMXchange — Your Gateway to Enhancing the Customer Experience

Case Studies

CRMxchange has cultivated a well-regarded reputation as a leading online resource for the very latest industry information on best practices and customer relationship management.

Vendors provide valuable information on strategies and software to further educate your staff and enhance your overall productivity.

Find ways to improve your own business operations. No matter what goals you are interested in accomplishing, you’ll find the ideas and tactics that you will be able to utilize for years to come.  Be sure to check back often as this directory is continuously being updated.



FocusIndustryTitle
ACD Call Routing Telecommunications Frontier Communications - Thinking Out of the Box with Powerful Tools; Using Aspect Software™ to Improve Customer Service and Employee Morale
ACD Call Routing Gaming Gaming Company Scores Early Seasonal Call Scalability with inContact
ACD Call Routing, CTI, VoIP and SIP Outsourcer Telerx - Using Aspect Software™ solutions to gain the benefits of VoIP
ACD- Customer Interaction Suite Insurance Medical Mutual of Ohio
ACD- Customer Interaction Suite Ticket Sales- NASCAR Speedway Corporation
At Home Agents Airlines Alaska Airlines using Aspect® eWorkforce Management™ and an at-home agent program to make its customer service soar
Call Recording Insurance Shelter Insurance
Call Recording Marine Marine Exchange
Call Recording Hospital Systems Parkland Health and Hospital System
Customer Experience Financial Services Banco Popular Differentiates Through Virtual Queuing Solution That Eliminates Hold Time for Callers
Customer Experience Health Care Blue Cross NEPA Tackles Call Center Volume Challenge with Virtual Hold Solution
Customer Experience Government CalPERS Uses Virtual Queuing to Reduce Hold Times and Improve Experience for Customers and Employees
Customer Experience Travel Southwest Airlines Adds 'Virtual Hold' Capability to Improve Customer Service
Customer Experience Health Care Virtual Queuing Solution Improves Information Exchange for Mobile Workforce
Customer Feedback Airlines AIRMILES-Miles Ahead of the Competition
Customer Relationship Management Telecom Provider - Netherlands Ben -Dutch Mobile Operator
Customer Relationship Management Automotive Hall Automotive Accelerates Customer Relations with inContact
Customer Relationship Management Storage Extra Space Storage Dials Up Sales with inContact & Salesforce CRM
Hosted Contact Centers Health Care Healthcare Support Services
IP Information Services Ceridian Meets Diverse Needs of Distributed Operations
IP Recording Financial Services Verint - Heritage Trust Federal Credit Union
IP Telephony Travel Carnival Cruise Line
IP Telephony Airlines Virgin Atlantic reduces costs with VoIP and workforce management solutions from Aspect
IP Telephony and Messaging University Big Bend Community College
IP Telephony and SIP Credit Union- Branch Offices Campus USA Credit Union Deploys VoIP
IP Telephony and SIP Credit Union Branch Offices Credit Union of American Integrates Brach Offices via SIP
IP/VoIP Coin Reserve US Rare Coin and Bullion Reserve
Knowledge Management Health Care Premera Blue Cross Simplifies Web Content Management to Keep Constituents Informed
Knowledge Management Non-Profit Susan G. Komen Breast Cancer Foundation Expands Online Content with Self Publishing
Monitoring and Coaching Airlines Northwest Airlines
Monitoring and Coaching Warranties and Service Service Net Success Story
Multi-Channel Systems-Unified Communications Recreation Affinity Group Increases Revenue and Member Satisfaction with Unified Contact Center Solution from Aspect
Multi-Channel Systems-Unified Communications Media Atlanta Journal Constitution Increasing Sales and Productivity with a Unified Solution from Aspect
Performance Management Consumer Finance From Service Group to Strategic Partner: BNY Mellon Shareowner Services Case Study
Predictive Dialers- Compliance Outsourcer Hamilton Contact Center Services uses Aspect to Improve Agent Productivity
Predictive Dialers- Compliance Financial Conexia improves agent productivity and efficiency with Aspect
Predictive Dialers- Compliance Outsourcer Synergy Solutions Compliance Strategy
Quality Management Financial Services Verint - Abbey, UK Leading Financial Services Provider
Quality Management Insurance BCBS Michigan
Quality Monitoring Physician Services Wisconsin Physician Services
Quality Monitoring Insurance CUNA Mutual Group
Quality Monitoring Financial Services Verint - AEGON Scottish Equitable
Quality Monitoring Communications Verint - WOWOW Communications Distributed Contact Centers In Japan
Quality Monitoring and Business Intelligence Inbound Calls for TV Infomercials !nPulse
Self Service IVR Health Care The Regence Group - A healthcare provider with vision and a vendor that understands partnership
Self Service IVR Cable Bright House Networks - Bright House Networks Increases Customer Satisfaction with Aspect® Customer
Self Service IVR Financial Services Computer Sciences Corporation - Aspect Software™ Enables Computer Sciences Corporation to Transform
Services- FAX Service Outsourced Contact Center SMT Direct
Site Design Catalog Smart Furniture with the Custom Fit of Home
Site Design and Furniture Publishing Interior Concepts that Really Fit
Site Design and Furniture Web Design Manhattan Office Space Maximized
Social Media Retail Future Shop (Best Buy Canada)
Social Media Technology Sage (Provides software applications to small and mid-sized businesses that cover a full range of business requirements. ACT! by Sage is the #1 selling contact and customer management software worldw
Speech Analytics Health Care BlueCross BlueShield Success Story: Finding Healthy return on Investment with Nexidia QuickStart
Speech Analytics Technology EarthLink Success Story: Gaining Insight That Improves a Global Network of Contact Center Operations
Speech Analytics Call Center Outsourcer Ventura Outsourcing Experts Success Story: Balancing the needs of efficiency with greater customer service
Speech Analytics Automotive AAA Washington
Technical Support Technology Deliver Consistently Outstanding Technical Support through Convergys in India
VoIP Insurance Impact 360 Success Story: LifeCare Assurance Company
VoIP Banking Glenview State Bank Deploys SIP-based Interaction Management System for Improved Branch Office Communications
Word Spotting and Emotion Detection Delivery Service FEDEX CUSTOM CRITICAL
Workforce Management Wireless TracFone Wireless, Inc. … Ringing in Success
Workforce Management Navy Optimizing Call Center Agent Schedules Through Automation
Workforce Management Retail Frederick’s of Hollywood, Scheduling Bliss
Workforce Management Utility American Electric Power … Delivering Electrifying Customer Service
Workforce Management Telecommunications Vodafone
Workforce Management Travel Technology Worldspan - A leading provider of travel technology resources
Workforce Management MultiChannel Telecommunications Provider UPC Nederland
Workforce Management Banking Verint® Witness Actionable Solutions™ and American Savings Bank
Workforce Management Consumer Finance GE Consumer Finance
Workforce Management Marketing Services Carlson Marketing Group
Workforce Management Auto AAA Oregon/Idaho
Workforce Management Outsourcing Services Irene® from ISC Optimizes The Virtual Call Center
Workforce Management Outsourcing Services Irish Outsourcer Uses Hosted Model for IEX Workforce Management System
Workforce Management Voice and Data Communications AT&T ... Ringing in Exceptional Service
Workforce Management Outsourcing SITEL Corporation First Class Customer Care
Workforce Management Hi Tech Sento CorporationSpecializing in High-end Technical Support
Workforce Management Entertainment Universal Studios Florida … Transforming Moments into Memories
Workforce Management Banking Verint Witness Actionable Solutions-ABN AMRO, N.A.
Workforce Management Publishing Verint Impact 360 Success Story: Navitor
Workforce Management Financial Services Barclaycard Business
Workforce Management Benefits Administration Impact 360 Partner Success Story: CONEXIS through NACR
Workforce Management Outsourcing Services Impact 360 Success Story: Scicom (MSC) Berhad
Workforce Management Outsourcing Services Impact 360 Success Story: Siemens Business Services (SBS)
Workforce Management Entertainment Impact 360 Success Story: Knology
Workforce Management Banking Impact 360 Success Story: Wells Fargo Bank
Workforce Management Outsourcer OUTSOURCED SERVICE PROVIDERS – CONTACT CENTERS
Workforce Management Telcommunications MobileOne Ltd. - Telecommunications Provider Boosts Agent Productivity With Flexible Aspect® eWorkforce Management™ Solution
Workforce Management Cable Charter Communications - Progressive Contact Center Based on Sophisticated Aspect Software Solutions
Workforce Management Financial VW Credit, Inc. - Making a Difference in Customer Service and Collections with Aspect
Workforce Management Travel International Cruise & Excursions realizes $2.5 million in annual savings with PerformanceEdge™ from Aspect
Workforce Management Banking Bank of America
Workforce Management Utility-Electicity Georgia Power, a Southern company … Keeping reliability high and power rates low
Workforce Management Hostel Reservations TravelCLICK
Workforce Management Consulting Accenture Ldt
Workforce Optimization Hardware HP Enhances Global Sales Force Training with Performance Support
Workforce Optimization Financial Lloyds TSB Asset Finance Division
Workforce Optimization Contact Center Solutions Expert Planet Case Study: Shiftboard
Workforce Optimization Health Care Healthcase Insurer Treats the Pain of Contact Center’s Information Overload
Workforce Optimization Hotels Carlson Stay at the Top of the Hospitality Industry
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