Case Studies

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case-studies

Our powerful, cloud-based call centers solutions help our customers understand the service experience they provide and optimize it to keep their customers coming back for more. Read how some of these call center leaders transformed their centers – and how you can do it too.

2-1-1 Impact|When a flood hit their area, this emergency response organization was able to scale from 70 to 1000 ports, triple agents in a matter of minutes and use flexible IVR scripting to reduce queue times and call volume.

AAA Auto Club South|Roadside assistance company improved member support and company-wide services with the use of ECHO customer feedback.

Activision|On-demand scalability made it possible for this gaming company to rake in the money.

Atlantic Automotive|This multi-franchise automotive group increased production by 350 percent while also reducing the price per call after switching to inContact.

CarSafe|Downtime means loss sales to this vehicle service business. With inContact, they increased from 90 to 100 percent uptime and expanded operations by 10 percent in less than 10 minutes.

CHS America|This medical care management company consolidated its entire telephony system onto inContact which allowed them to rapidly scale up to meet increasing call demands, ensure business continuity during disasters and save $50 million.

CLEARLINK|CLEARLINK took advantage of inContact to save more than $2 million in system costs, change IVR features in under an hour, eliminate downtime and lost revenue and save $100,000 a year in payroll costs through WFM.

Commerce Bank|Commerce Bank generated reliable metrics that show the call center's value to the business after using ECHO customer survey.

Extra Space Storage|This storage company nearly doubled reservation rates after implementing the inContact platform.

Extreme Tix|Even Hurricane Ike couldn’t keep down call center operations at ExtremeTix. Even better, the company was able to optimize efficiency, improve management and increase customer satisfaction.

Family Search|FamilySearch saved $60K per year on the inContact system, managing its workforce of 1500 volunteers across multiple continents speaking nine languages.

folica.com|Online retailer gained valuable customer insight and powerful business intelligence, enabling them to dramatically improve customer service and business operations.

Frontline Call Center|This savvy outsourcer tripled revenue and nearly doubled agent productivity after switching to the inContact platform.

New Talk|Pre-paid phone/utility provider reduced operational costs by 14% while improving enhancing call center efficiency.

Patient Advocate Foundation|Scalability, skills-based routing and virtualization helped patient care take the forefront at Patient Advocate Foundation.

PlusOne|inContact helped them set up a direct response call center, saving $750,000 in system and infrastructure costs.

San Diego 211|inContact’s instant scalability and seamless multi-site connectivity helps this local hotline prepare for a disaster.

support.com|This technical support provider saved 3.4 million in annual productivity costs by switching over to the inContact platform.

Trimble|One of the largest providers of GPS, laser, optical and positioning technologies improved customer service, grew revenue streams, and significantly lowered costs.

Vector BPO|With on-demand scalability and full transparency, this off-shore outsourcer can provide a better service and business intelligence to their clients with inContact.

Washington State 211|Thanks to inContact, Washington State 211 saved $640,000 in initial outlay and was able to unify all seven of its locations on a single ACD system.

Westfield LLC|ECHO customer survey enabled this retail property group to measure customer opinions and increase customer satisfaction.