CRM and CX 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.  Contact center 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.

Focus Industry Title
ACD Call Routing Gaming Gaming Company Scores Early Seasonal Call Scalability with NICE inContact
ACD Call Routing Technology How Fujitsu uses Amazon Connect to build customer trust
ACD/Call Routing Health Care Juniper Uses AWS to Keep Aged Care Services Running in Times of Need
Call Routing Travel Priceline Optimizes Customer Service during 3x Call Increase Using Amazon Connect
Chat Health Care Using Amazon Connect, MetroPlusHealth Reaches Out to 80,000 At-Risk New Yorkers
Cloud Routing Government West Virginia Leverages the Cloud to Handle Flood of Unemployment Claims
Customer Experience Contact Center Solutions UJET Instacart Case Study
Customer Experience Health Care Virtual Queuing Solution Improves Information Exchange for Mobile Workforce
Customer Experience Contact Center Solutions Boxycharm wins “Best Customer Experience” Subscription Award
Customer Experience Contact Center Solutions Business Process Outsourcer Case Study
Customer Experience Contact Center Solutions License Resource Manager Case Study
Customer Experience Contact Center Solutions How an Online Retailer Used RapportBoost.AI to Increase Revenue & Customer Satisfaction
Customer Experience Communications Izzi - How VHT Navigator Helped Cut Call Escalations in Half
Customer Experience Health Care Blue Cross NEPA Tackles Call Center Volume Challenge with Virtual Hold Solution
Customer Experience Delivery Service Aramex Taps on Amazon Connect to Launch Contact Center in 7 Days, 20X Faster than Legacy Solution
Customer Experience Travel Southwest Airlines Adds 'Virtual Hold' Capability to Improve Customer Service
Customer Experience Retail rue21 Gets Sales and Satisfaction Bump with a Data-Driven, Omnichannel CX Strategy
Customer Relationship Management Automotive Hall Automotive Accelerates Customer Relations with NICE inContact
Customer Relationship Management Storage Extra Space Storage Dials Up Sales with inContact & Salesforce CRM
Gamification Contact Center Solutions Using Gamified Performance and Learning to Drive Call Center Agents
Gamification Entertainment Movistar implements PlayVox Gamification and Optimizes their Call Centers
IP Recording Financial Services Verint - Heritage Trust Federal Credit Union
Knowledge Management Health Care United Health Group Standardizes on Verint Knowledge Management Enterprise-Wide
Language Services Survey Solutions Survey Monkey and Language IO
Language Services Marketing Communications Solutions CJ Affiliate by Conversant and Language IO
Monitoring and Recording Manufacturing Cummins Helps Mines Avoid Expensive Downtime with Innovative Remote Monitoring
Performance Optimization Technology DXC Transforms Service Desks and Improves Customer Experience with Amazon Connect
Predictive Dialers- Compliance Outsourcer Hamilton Contact Center Services uses Aspect to Improve Agent Productivity
Proactive Customer Engagement Pension Funds Virtual Hold - California Public Employees’ Retirement System
Quality Management Financial Services Verint - Abbey, UK Leading Financial Services Provider
Quality Monitoring Financial Services Verint - AEGON Scottish Equitable
Quality Monitoring Communications Verint - WOWOW Communications Distributed Contact Centers In Japan
Quality Monitoring Physician Services Wisconsin Physician Services
Self Service Home Shopping Triples Conversion Rates
Self Service Health & Beauty JustFab Inc. Utilizes Nanorep for self service
Self Service Retail Morrisons Delivers a Self-Serve Contact Center in 8 Weeks on Amazon Connect
Speech Analytics Automotive AAA Washington
Speech Analytics Retail Oral Surgery Practice Improves the Patient Experience with CallFinder
Speech Analytics Insurance Allianz Enhances Customer Experience with Verint
Technology Technology Capital One Contact Centers Innovate Faster Using Amazon Connect
Virtual Agent Travel Helping a Leading Travel Company During Unprecedented Times: A COVID-19 Response Success Story
Virtual Agent Financial Services Suncorp Improves Customer Engagement with Conversational User Interfaces
VoIP Insurance Impact 360 Success Story: LifeCare Assurance Company
Workforce Management Travel International Cruise & Excursions realizes $2.5 million in annual savings with PerformanceEdge™ from Aspect
Workforce Management Financial Intuit Improves Customer Experience with Amazon Connect, AI-Powered Omnichannel Contact Center
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 Benefits Administration Impact 360 Partner Success Story: CONEXIS through NACR
Workforce Management Banking Impact 360 Success Story: Wells Fargo Bank
Workforce Management Publishing Verint Impact 360 Success Story: Navitor
Workforce Management Banking Verint Witness Actionable Solutions-ABN AMRO, N.A.
Workforce Management Banking Verint® Witness Actionable Solutions™ and American Savings Bank
Workforce Optimization Financial Lloyds TSB Asset Finance Division