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Telecom CRM > Case Studies

Modern CRM based support systems keep sales, marketing, and customer services connected across all of a telecom's many relationships and improve processes across various sales channels. Explore our latest CRM news, analysis, and advice for telecoms.

Speech Analytics Boosts Customer Service for Bluegrass Cellular

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

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.

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.

Swrve Boosts User Engagement for Cinedigm

The entertainment studio improved mobile customer click rates, completion rates, and app sessions

Medical Alert Puts Five9 on Call

In urgent need of a new contact center system, the emergency monitoring device provider turned to the cloud solution for aid.

T-Mobile Listens to Its Customers

Surveying tool yields positive results for Austrian carrier.

Creative SEO Strategies Lead to Ringing Results

Distilled works with Impact Dialing to boost search rankings

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

The Doctor Gets a Social Prescription

YouBeauty enlists Extole to launch a social media campaign

Bonobos Gets a Leg Up in Customer Engagement

A men's pants company receives more than it bargained for with Assistly

Sprint Goes From Customer Satisfaction Laggard to Leader

Merced Systems helps reverse performance in just two years

Call Center Software Opens A Window of Opportunity

Blinds.com improves bottom line and organizational efficiency with new phone systems

Brand Those Tweets

K9Cuisine.com generates a revenue increase simply by keeping its name in tweeted URLs

Rural Arizona Drives Home Service

Pinal County speeds responses and cuts costs by switching from a hosted to an on-premises contact center suite

IVR Is Good News for Scripps

Media company leverages Pronexus system to standardize subscription services for 14 newspapers

Software Company Takes Hard Look at Phone Automation

FundNET installs Ifbyphone to redefine call-in support for financial services clients

The Suite Life Cements Customer Service

CRM director Ven Bontha describes Cemex's transition to SAP CRM

Savings Follow BlueCross BlueShield to Tennessee

Nexidia's QuickStart helps health insurer reduce call times and volume and improve self-service on the Web

Information Overload

Unilever's unsightly knowledge base was costing the company money, customer satisfaction, and time—until it turned to Astute Solutions

In One Channel and Out the Other

Sonos shoots for perfect pitch with its social media and self-service support capabilities