November 2, 2020 Case Study Communications Transforming self-service from pain point to effortless experience A telecommunications and digital services company streamlined its knowledgebase content into a valuable resource for both customers and employees
October 28, 2020 Case Study State and Local Governments Digital intelligence powers Wyoming’s remote state unemployment support The Wyoming Department of Workforce Services mobilized a cross-functional response of AI and humans to address surge in unemployment claims
October 14, 2020 Case Study Retail and eCommerce Transform first-time customers into loyal brand ambassadors A leader in audio and video streaming, recording devices, and related software and accessories reversed negative customer perceptions with outstanding technical support
September 2, 2020 Case Study Financial Services and Insurance Teaming up for maximum results A fintech firm provided better customer support and innovated faster with the help of a partner that became an extension of its brand
August 27, 2020 Case Study Hypergrowth and Startups Eliminating major pain points in no time A DTC company quickly tackled a rapidly growing backlog with the help of an experienced partner
August 19, 2020 Case Study Media and Entertainment Crack the root cause code to boost resolution rates A leader in the gaming and technology industry amplified customer loyalty by determining and correcting the root cause of 52% of unresolved issues
August 17, 2020 Case Study Healthcare Savvy hiring and training shortens handle times A retail pharmacy quickly added tenured, certified healthcare advocates to reduce repeat callers and boost OSAT during one of its busiest times of year
August 6, 2020 Case Study Automotive Smarter and reliable customer experience Agero protects 115M+ vehicles on the road today by responding with emergency roadside assistance to nearly 10M requests per year with their call center support services
August 6, 2020 Case Study Public Sector and Government Triumph in Making Connections After a Natural Disaster Within 48 hours, a new Red Cross call center was in operation with new phone lines, established call routing rules and newly trained agents – a process that would normally have taken 4-5 months
August 6, 2020 Case Study High Tech Best solution for the best customer experience Amazon Connect proved to be the contact center solution suited to inbound and outbound call traffic requirements needed at AWS HR Services
August 6, 2020 Case Study Automotive Driving carsales' contact center into the cloud-based future Migrating to Amazon Connect saved 50% in costs compared to the previous on-premises solution
July 27, 2020 Case Study High Tech Proactive associates using AI save the day with 95% CSAT Customer care associates proposed a hybrid AI/human crowdsourced solution that produced eye-popping results
