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 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 NICE inContact
At Home Agents Airlines Alaska Airlines using Aspect® eWorkforce Management™ and an at-home agent program to make its customer service soar
CallBack Technology Financial Services Financial company increases customer satisfaction
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 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 Financial Services Banco Popular Differentiates Through Virtual Queuing Solution That Eliminates Hold Time for Callers
Customer Experience Contact Center Solutions How an Online Retailer Used RapportBoost.AI to Increase Revenue & Customer Satisfaction
Customer Experience Contact Center Solutions How Jenny Craig Used RapportBoost.AI to Drive Profitability & Engagement
Customer Experience Contact Center Solutions UJET Instacart Case Study
Customer Experience Communications Izzi - How VHT Navigator Helped Cut Call Escalations in Half
Customer Experience Contact Center Solutions Business Process Outsourcer Case Study
Customer Experience Contact Center Solutions Boxycharm wins “Best Customer Experience” Subscription Award
Customer Experience Contact Center Solutions License Resource Manager Case Study
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
Desktop Analytics Cable Kabel Deutschland
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
IP Telephony Airlines Virgin Atlantic reduces costs with VoIP and workforce management solutions from Aspect
Language Services Marketing Communications Solutions CJ Affiliate by Conversant and Language IO
Language Services Survey Solutions Survey Monkey and Language IO
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
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
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 Physician Services Wisconsin Physician Services
Quality Monitoring Communications Verint - WOWOW Communications Distributed Contact Centers In Japan
Quality Monitoring Financial Services Verint - AEGON Scottish Equitable
Self Service Home Shopping Triples Conversion Rates
Self Service Health & Beauty JustFab Inc. Utilizes Nanorep for self service
Self Service IVR Cable Bright House Networks - Bright House Networks Increases Customer Satisfaction with Aspect® Customer
Speech Analytics Automotive AAA Washington
Speech Analytics Retail Oral Surgery Practice Improves the Patient Experience with CallFinder
VoIP Insurance Impact 360 Success Story: LifeCare Assurance Company
Workforce Management Banking Verint Witness Actionable Solutions-ABN AMRO, N.A.
Workforce Management Banking Verint® Witness Actionable Solutions™ and American Savings Bank
Workforce Management Travel International Cruise & Excursions realizes $2.5 million in annual savings with PerformanceEdge™ from Aspect
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 Entertainment Impact 360 Success Story: Knology
Workforce Management Outsourcing Services Impact 360 Success Story: Siemens Business Services (SBS)
Workforce Management Outsourcing Services Impact 360 Success Story: Scicom (MSC) Berhad
Workforce Management Benefits Administration Impact 360 Partner Success Story: CONEXIS through NACR
Workforce Management Banking Bank of America
Workforce Management Publishing Verint Impact 360 Success Story: Navitor
Workforce Management Banking Impact 360 Success Story: Wells Fargo Bank
Workforce Optimization Financial Lloyds TSB Asset Finance Division
Workforce Optimization Hotels Carlson Stay at the Top of the Hospitality Industry