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.

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Proximedia Uses Altitude Software To Help Meet The Demands Of Their Customers
A focus on customer satisfaction, optimize Contact Center resources and outbound IVR helps Proximedia optimize resources while more efficiently meeting customer needs.

Portima
Portima’s Brokers Contact Center is a multimedia contact center for insurance brokers. When they needed some technology solutions they turned to Altitude.

Usablenet
Usablenet 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 pe

Brasilcap
Integrated CRM, CTI and Dialer solution has brought real and tangible advantages to Brasilcap

Sitel
Altitude Software and SITEL team up to offer sophisticated multi-channel CRM services designed to help clients build and sustain lifetime relationships with their customers

Stock Uno
Stock Uno's Company, Challenge, Project and Future Plans

Eniro
Eniro’s services are designed to make it easy to find people, businesses and products via its printed directories, direct enquiry, internet and mobile phone services. They use eGain’s email management solution to support efficient levels of customer servic

Goldshield
Goldshield is a global pharmaceutical company, headquartered in the UK and listed on the London Stock Exchange. The company has offices in the UK, US and India and has achieved rapid growth both organically and through product acquisitions.

Vodafone Germany
Vodafone Germany - with approaching 34 million customers - is using data mining to help inform and drive CRM initiatives including marketing, customer service and customer retention.

Golfsmith Hits a Hole-in-one
Golfsmith 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.

la Feltrinelli
Over recent years, Gruppo Feltrinelli has grown both the number of its outlets and the number of its employees. It is now Italy's largest chain of bookshops with over 100 stores. Business processes in general, and staff planning in particular, are becoming

Ntractive Offers ERP, CRM And PIM For Small Businesses
Ntractive 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 un

Bank Of New Zealand
In a striking turnaround, BNZ's call center brought in 35 percent of retail business at a fraction of a branch network cost. Other results included a customer quality rating of 107 percent; 82 percent of incoming calls answered in less than 20 seconds; and

Asia Risk Technologies (ART)
Asia Risk Technologies (ART) is an outsource services provider for the financial services sector with operations in Singapore, Hong Kong and Japan. As one component of a Business Process Outsourcing (BPO) offering ART provides a number of call-centre-based

AppSpeed Distribution
As an IT start-up itself AppSpeed faced a number of unique challenges as it strove to build its own IT infrastructure from scratch. AppSpeed knew all too well the pitfalls of IT infrastructure design and how resource intensive managing and supporting IT ap