Case Studies Archives |

Medica Cuts Contact Center Hold Time 60% with INI SureConnect™ Callback

Medica, a prominent, non-profit health plan provider in Minnesota and the Upper Midwest, faces higher contact center volume during certain seasons, which can result in very long queue wait times. They needed a way to shorten hold times. Medica chose

Caller Satisfaction Feedback Drives Community Care Call Center Excellence

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Community Care Behavioral Health Organization, a non-profit managed care organization for mental health and substance use disorders, provides services for medical assistance members in more than half of the counties in Pennsylvania. Their customer service call center is a 47-agent,

Self-Service IVR Application Tuning Saves CCHS Millions in Contact Center Costs

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Cross Country Home Services (CCHS), a premier home warranty, repair and maintenance services company, has been supporting homeowners for 35 years. CCHS’ contact centers in Florida and South Carolina provide customer support 24/7/365 and the company is committed to providing

Government Agency Ensures Customer Satisfaction with INI AudioForms™ Surveys

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A major government agency’s contact center, which handles thousands of calls every month, wanted to ensure it continued delivering quality customer service to its inbound callers. To do so, it needed to find an easy way to gather honest feedback.

Healthcare Center Thrives with Callback, Outbound and Avaya Platform

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A large healthcare system with multiple hospitals and treatment facilities on the U.S. east coast operates a centralized contact center that handles appointment making and referral management for each of the healthcare system’s facilities. Each month, the center answers about

Outbound Reminders Lessen No-Shows for RWJBarnabas Health

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Large organizations with a lot of operational and logistical pieces can find it difficult to deliver consistent customer contact experiences due to their unique specialties and contact needs. Such was the case with Robert Wood Johnson Health System –now RWJBarnabas

How DriveTime Improved ROI through Intelligent Call Routing

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Headquartered in Phoenix, Arizona, DriveTime operates more than 140 auto dealerships across the country and relies on effective inbound call routing to properly conduct business at their headquarters facility. Without a proper IVR in place, DriveTime struggled. Many callers reached

Callback Solution is a Winner for Large Healthcare System

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Like many healthcare systems, this West Coast-based healthcare provider needed a comprehensive solution that would help manage call volumes in their busy call centers. With 34 acute care hospitals, 600 physician clinics and 1.5M health plan members, the need for assistance

ATS Drives Down Costs in the Contact Center

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Headquartered in Mesa, Arizona, ATS provides traffic solutions designed to enhance safety and convenience on US roadways. The contact center primarily handles status inquiries and payment transactions for traffic citations and toll-related fees. When ATS began researching options to maximize

BWP Protects Revenue with Outbound Messaging

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Burbank Water and Power (BWP) is a not-for-profit organization owned by the citizens of Burbank whose mission is to provide reliable, affordable and sustainable water and electric services to the community. Like most public utilities, the drain in resources BWP