When It Comes to Communications, Twilio Has Insurance Firm Covered
Cover Financial is benefiting from Twilio's Flex cloud-based platform
Access the ICMI Agent Experience Toolkit
To boost customer satisfaction and loyalty, you need your agents to stay engaged and motivated. But how? Access the ICMI Agent Experience Toolkit and to help you assess your current agent experience and discover ways you can improve.
C3i Exceeds Expectations with Avaya
The contact center outsourcer is winning back business with new technologies, replacing a string of legacy systems in phases to maintain operations while easing the burden on its IT department
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.
Vertafore Ensures Great CX with NewVoiceMedia
The insurance software company has raised CSAT scores, reduced hold times, and increased chat interactions
Trupanion's Tailored Marketing Keeps Pet Owners Engaged
Microsoft Dynamics CRM solution boosts email effectiveness and retention.
OptifiNow Builds a Foundation for Sales for Mountain West Financial
Sales and marketing automation company offers tailored solution for the mortgage banker.
The General Reboots Agent Training with Intradiem
The online auto insurance provider updates agent skills with Intraday Management technology.
Philadelphia Insurance Listens to Customers
The company sees retention increase after deploying a VoC solution from Confirmit.
Aetna Members Get Ann-swers
The insurer's virtual assistant engages more than 2 million chats, helping ferret out information on benefits, costs, and more
Savings Follow BlueCross BlueShield to Tennessee
Nexidia's QuickStart helps health insurer reduce call times and volume and improve self-service on the Web
Retired and Retried
A unit of Prudential Financial invests in Salesforce.com to revive a lethargic sales and customer retention program.
Chatty-Chatty Makes a Bang-Bang Online Experience
Nationwide talks its way to a more successful automotive quote-and-buying process with nGenera CIM.
Adhering to Higher Quality
New York Life streamlines its workforce, vastly improving internal metrics.
A Tough Transition Made Easier
Assisted living is a growth industry, but one suffering from information overload.
A Battle Fought from Afar
With Axeda's help, Varian Medical Systems remotely tends to its cancer-fighting radiation-oncology equipment.
Biting Off the Right Amount
PracticeWorks brushes up its technical support operations for oral-healthcare offices.
CRM in Action: Amica Prospects Among Its Best Customers
Amica realized the importance of increasing new customer inquiries and revenues, but needed to keep marketing costs down.