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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.

Acobot Captures Thousands of Leads for Skyfi Labs

The vendor's AI chatbot brought in more than 19,000 sales leads within the first 150 days

NICE Performance Manager Helps Mapfre Engage Agents

The vendor's solution helps agents set and stick to performance goals

Gartner 2019 Magic Quadrant for Contact Center as a Service

In the 2019 Gartner Magic Quadrant report for CaaS, you'll learn how contact center solutions measure up. You will also discover why now might be the right time to update your contact center.

The State of Customer Service Automation 2019

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.

UJET Puts Dia&Co on the Plus Side of the Ledger

The fashion retailer has boosted customer satisfaction with its new contact center platform

MaritzCX Energizes Reliant’s Customer Experience

The company has experienced success by adopting a customer-centric DNA

GardaWorld Freshens Its Service Capabilities

Freshworks helps the armored car services provider keep the money moving

Vertafore Ensures Great CX with NewVoiceMedia

The insurance software company has raised CSAT scores, reduced hold times, and increased chat interactions

Helpshift Aids VCA in Pet Wellness

Mobile app and chat feature drive successful outcomes for vet care provider

OnPeak Sharpens Its Customer Service Skills

The hotel event booking provider reduced costs with Sharpen Technologies

Washington’s 311 System Answers the Call with Salesforce

Reduced system downtime, call hold times, and costs have followed the district's migration to Service Cloud

KitchenAid Cooks Up a Winner with CX Social

Adding Clarabridge's social customer care solutions improves speed of response for the appliance maker

Vibrant Credit Union Moves to Video Banking with Sharpen

Sharpen's cloud contact center platform enables customers to use video kiosks at Vibrant's branch locations

With CallRail, Digible Builds Results for Property Managers

Thanks to the call tracking solution, the digital marketing agency has helped its apartment industry clients cut costs and increase efficiency

Calabrio’s Suite Is the One for Radial

The e-commerce service provider improves its call center with Calabrio ONE

ICS+ Streamlines Its Business with Salesforce.com

The automated systems provider has broken down silos thanks to its Salesforce suite

Jewelry TV Unearths a Data Management Gem in Riversand

The TV retailer has tripled the amount of product information on its website

Helpshift Makes an Impression for Chatbooks

Chatbooks, which transforms digital pictures into physical photo books, transformed its customer service with Helpshift

SpotHero Settles in with UJET

UJET has helped the parking platform provider cut telephony costs in half

Slice Serves Up Automated Workflows with Kustomer

A technology provider for local pizzerias streamlines support operations with ticketing and communication software