 | Case History: Reducing caller abandonment Citizens Advice (CABx) is so universally sought after to give free advice it can be very difficult for a caller to get through to the right advisor. CAB Northamptonshire wanted to prioritise callers that are known to need urgent help. The problem is compounded by the fact that the bureau and advisors can be in several physical locations, and finance is always tight... download |
 | Case History: Individual Caller Treatment Every caller to debt management company Payplan is treated differently at each stage of the process. Even more impressive, no system integrators are needed. download. |
| Case History: Automated Card payments How Parcelforce automated the payment of customs charges over the phone... download . |
| Case History: Disaster Recovery How Parcelforce switched into Disaster Recovery after the July 7th attack in London. download. |
| Case History: Multi-site Contact Centre Parcelforce have implemented a distributed call centre working from 53 depots throughout the UK using a custom ContactWorld solution. download. |
 | Case History: Custom IVR The BBC Coast program won a BAFTA for Interactivity following a NewVoiceMedia IVR to describe the locations where ramblers were at the time. download. |
| Case History: Homeworking Call Centre How do you set-up and manage a team of homeworkers? This application gives an example of how easy it can be. download. |
| Case History: UCAS Clearing for Universities UCAS Clearing, a temporary 40-seat call centre run by a university. download. |
| Case History: Custom IVR solution Facility to allow Addison Lee cab drivers to call customers when they arrive at a pick-up without the customer's phone number being disclosed... download. |
 | B2B Application of Individual Caller Treatment Plum Products sell to Argos, Waitrose, Toys R Us – as well as over 800 other stores and garden centres. They use Individual Caller Treatment and link into their SAP database... download |
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