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Customer Service/Call Centers/Contact Centers > Case Studies

Customer Relationship Management (CRM) helps organizations deliver exceptional customer service and support. Good CRM tools and strategies enable call centers, contact centers, and customer support teams to be their most effective and ensure that all customer inquiries end with the best possible customer experience. Explore our latest news, analysis, and advice for customer service professionals at all levels.

Amazon Connect Boosts Customer Service for Traeger Grills

The outdoor cooking equipment manufacturer is on fire since implementing AWS contact center technology.

Alchemer Strengthens Amdocs’ VoC Program

Alchemer's enterprise feedback platform helps Amdocs drive actionable insights from customers.

AAA Northeast Provides Faster Service with Calabrio

Calabrio interaction analytics yields efficiency gains for local auto club.

Ada Helps Tile Find 291 Percent ROI

The device tracking app provider is saving money and time with a chatbot.

Tattle Puts Feedback on the Rib & Chop House Menu

Restaurant chain increases sales and customer satisfaction with Tattle customer insights.

Qualfon Keeps a Closer Eye on its Agents

Observe.AI is helping the outsourcer coach agents more effectively

University Answers Queries Quicker with ServiceNow

The University of South Carolina handles more requests in less time with ServiceNow's CSM

Evinced Helps Capital One Meet Accessibility Guidelines

The financial giant increases compliance across customer-facing digital properties

Rotary Spins Out a Marketing Win with Workbooks

The outdoor equipment dealer cuts time for marketing activities

Five9 Projects Get Simpler with FinancialForce

FinancialForce provides complete business visibility for the contact center provider

Fabriik Manages Growth with SAP

SAP's Customer Experience suite helps the financial services company handle rapid growth

Nuance Helps Cabify Manage Growing Customer Requests

The ride-sharing company picks up scale with a virtual assistant

ERC Collects Better Information with Interactions’ VCA

Virtual Collections Agent removes basic information-gathering calls from ERC agents

Speech Analytics Boosts Customer Service for Bluegrass Cellular

Calabrio helps the wireless carrier increase lower-cost Level 1 support

WestJet Customer Satisfaction Takes Off

The small airline benefits from a bot built by Netomi for Facebook Messenger

When It Comes to Communications, Twilio Has Insurance Firm Covered

Cover Financial is benefiting from Twilio's Flex cloud-based platform

Navy Federal Deploys Verint for COVID-19 Response

The credit union turned to Verint's analytics to address changing business conditions

Gladly Is the Right Customer Service Fit for Andie

The swimwear retailer is buoyed by Gladly's efficient self-service tools

Greyhound Rides High with SurveyMonkey

Survey tools lead the bus carrier to better responses to customer feedback

Verint Portal Connects San Francisco Citizens to Services

SF311 is able to speed residents to the information they need