Case Study 23 September, 2025 Supporting Leeds Building Society with Colleague Engagement With a busy contact centre managing on average one million interactions every year, a growing workforce, and a commitment to maintaining a positive customer experience, the team identified a need to implement a robust system to manage team rotas, while supporting colleagues in the best possible way.
Case Study 25 November, 2024 Experian® drive business change and customer retention with Analytics Prior to implementing speech analytics, business insight was derived from the telephony and IVR systems as well as anecdotal information shared by agents. It was evident to Experian that better technology could deliver these results faster and more effectively.
Case Study 25 November, 2024 Interaction Analytics – Driving Service Excellence The bank identified that they didn’t have sufficient visibility and insight into their calls. Although they could obtain information from their agents, they felt they were lacking in data regarding the customer experience.
Case Study 25 November, 2024 Equiniti Speech Analytics Equiniti needed to obtain better customer insight and optimise their processes. They wanted to be able to identify issues and processes which could be improved within their Customer Experience Centre.
Case Study 25 November, 2024 Home Group’s WFM Transformation Despite its high commitment to service quality, Home Group was facing challenges in its contact centre due to its former Workforce Management (WFM) tool tool reaching the end of its serviceable life.
Case Study 17 August, 2023 Hastings Direct – NICE CXone Cloud Contact Centre Solution Facing the end of a long-term contract for its existing contact centre architecture, and with a passion to renovate its existing operations to achieve business transformation, Hastings Direct decided to make the major move to the cloud with NICE CXone
Case Study 6 April, 2022 Integrated Care 24 (IC24) Nexidia Speech and Text Analytics IC24 was looking for a Speech and Text Analytics solution that would provide consistent reporting and deliver insights across its contact centres, whilst integrating with its existing patient management system, CLEO.
Case Study 3 February, 2022 Reed in Partnership (NICE CXone) Prior to implementing CXone, Reed in Partnership was struggling with a lack of call functionality. Their set up allowed for little to no visibility of call analytics and call traffic volumes were unpredictable.