unisys

Unisys Raises Productivity, Reduces Costs with Cloud Omnichannel Functionality

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Unisys’ managed service desk, InteliServe™, has transformed the traditional service desk into an intelligent, user-centric experience aligned with the needs of the modern digital worker. More than 4,000 Unisys agents at 16 global service desk locations handle over 18 million InteliServe contacts annually. In early 2018, Unisys reimagined its service desk offering and worked toward […]

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engaging solutions

Collaborative Solutions Deliver for Engaging Solutions

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As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector. New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire […]

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valvoline

Valvoline Firing on All Cylinders with CXone

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Valvoline has built a trusted worldwide brand over decades in premium automotive lubricant products, services and stores. Its 180+ agent contact center handles more than 2.5 million inbound interactions annually—everything from product questions from customers to queries from large retail partners. In its local service centers, though, the customer experience was lacking. Callers to the […]

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customer satisfaction

ECSI Increases Customer Satisfaction by 13%

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ECSI provides university and college student loan departments turnkey servicing programs that include payment processing, customer service for student borrowers and end-of-year tax documents. In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. Although ECSI had been steadily growing for 45 years, its contact center was not […]

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millennial specialty insurance

Millennial Specialty Insurance Expands Business and Increases Customer Satisfaction

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As Americans continue to re-think the whole question of owning versus renting their homes, the percentages of those who are choosing to rent is surging—across all regions and demographic groups. For Millennial Specialty Insurance (MSI), this definitely a case of being in the right place at the right time. Working with agent-partners rather than direct-to-consumer, […]

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global industrial

Global Industrial Reduces Customer Wait Times to Improve Satisfaction

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A subsidiary of Systemax Inc., Global Industrial has spent over 60 years as the leading supplier of private label and brand name industrial equipment and supplies to businesses throughout North America. The company sells more than 1,000,000 industrial, material handling and business products through its website, corporate sales and catalogs. Obviously, customer support is an […]

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mattress firm

Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

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As the leading specialty bedding retailer In the U.S., Mattress Firm has carved out a unique—and healthy—niche in the $29 billion bedding industry. The company offers a variety of mattresses and related products at competitive prices, and customers obviously approve: They’ve propelled Mattress Firm to over $3.8 billion in annual sales (2016). But the Houston-based […]

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alphanumeric

Alphanumeric Becomes a Global Force with NICE inContact CXone

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As a provider of technology, professional services, managed services, learning and staffing services, Alphanumeric Systems, Inc. began a concerted global expansion in 2012. But as the company was going big, its technology was staying small. Alphanumeric realized that its contact center technology–outdated, and neither scalable nor reliable—was going nowhere. “The system just couldn’t grow with […]

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hoveround

Hoveround Successfully Navigates Customer Service – Increases Lead Conversion 116%

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You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., and its mission is a powerful one: The 25-year-old company is dedicated to improving and enriching lives through improved mobility. But Hoveround’s contact center, which plays […]

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