List of Waterfield Xcelerate Customers
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Since 2010, our global team of researchers has been studying Waterfield Xcelerate customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Waterfield Xcelerate for Call Center, Customer Engagement from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Waterfield Xcelerate for Call Center, Customer Engagement include: Ahold Delhaize, a Netherlands based Retail organisation with 390000 employees and revenues of $120.90 billion, The Very Group, a United Kingdom based Retail organisation with 3300 employees and revenues of $2.85 billion and many others.
Contact us if you need a completed and verified list of companies using Waterfield Xcelerate, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Waterfield Xcelerate customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Ahold Delhaize | Retail | 390000 | $120.9B | Netherlands | Waterfield Tech | Waterfield Xcelerate | Call Center,Customer Engagement | 2023 | Waterfield Technologies |
In 2023 Ahold Delhaize Netherlands deployed Waterfield Xcelerate as its contact center platform, positioning the implementation within the Call Center,Customer Engagement category to modernize customer engagement and inbound/outbound contact handling. The program targeted contact center operations and customer engagement teams across the Netherlands, and Waterfield Technologies served as the systems integrator for the engagement.
Waterfield Xcelerate was configured to deliver core Call Center,Customer Engagement capabilities including omnichannel routing, agent desktop and interaction handling, real time and historical reporting, and workforce orchestration workflows. The deployment emphasized functional modules common to the category such as automatic call distribution, skill based routing, quality monitoring, and agent coaching workflows, with configuration focused on aligning routing and desktop scripts to retail customer service processes.
Waterfield Technologies brought integration patterns and operational experience from its prior Genesys Cloud contact center and CX Index VoC deployment for Ahold Delhaize USA, and the implementation design reflected typical Call Center,Customer Engagement integrations with CRM systems, telephony carriers or cloud telephony, and voice of the customer instrumentation. Integration work included data synchronization for customer context in the agent desktop and instrumentation points for interaction analytics and quality management workflows.
Governance for Waterfield Xcelerate centered on centralized contact center administration and a phased rollout approach to minimize operational disruption, with governance bodies defined for routing rules, quality assurance, and change control across customer care and store support functions. Waterfield Technologies acted as the integration and implementation lead, applying contact center configuration standards and operational training handoffs to Ahold Delhaize Netherlands teams.
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The Very Group | Retail | 3300 | $2.8B | United Kingdom | Waterfield Tech | Waterfield Xcelerate | Call Center,Customer Engagement | 2022 | n/a |
In 2022 The Very Group implemented Waterfield Xcelerate for Call Center,Customer Engagement as part of a targeted contact center modernization in the United Kingdom. The deployment prioritized redesign of inbound voice channels and customer self-service workflows to centralize contact center and customer service operations using the Waterfield Xcelerate platform.
The implementation encompassed IVR, speech/NLU, and self-service automation modules, with Waterfield Xcelerate configured to handle caller authentication, intent recognition, and automated task completion consistent with call center automation patterns. IVR modules were restructured to improve routing and to surface self-service options earlier in the interaction, while speech and natural language understanding components were tuned to support automated resolution.
Reported operational outcomes from the deployment included an increase in IVR customer satisfaction from 2.1 out of 5 to 4.1 out of 5, a 20 percent rise in self-service usage, and approximately 85 percent caller identification and verification success. These results are tied directly to the new IVR modules and self-service deployments executed during the rollout.
Governance and process changes focused on strengthening verification checkpoints and formalizing escalation paths from automated channels to live agents, aligning contact center procedures with the Waterfield Xcelerate automation framework. The deployment remained concentrated on UK contact center operations and positioned Waterfield Xcelerate as the platform supporting IVR, speech/NLU and self-service automation in The Very Group Call Center,Customer Engagement workflows.
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