---
title: Downloads
description: Access our content all in one place. Learn about CX, read customer success stories and get to know us a bit better.
image: https://content.smokeci.com/hubfs/Blog%20Images/Study.jpg
---

[Skip to the main content.](https://content.smokeci.com/downloads#main-content)

[![Smoke CI logo Dark](https://content.smokeci.com/hubfs/Smoke%20CI%20logo-Dark.svg "Smoke CI logo Dark")](https://www.smokeci.com)

[![Smoke CI logo-Dark-02](https://content.smokeci.com/hubfs/Smoke%20CI%20logo-Dark-02.svg "Smoke CI logo-Dark-02")](https://www.smokeci.com)

- [Our Solutions ](https://content.smokeci.com/downloads#) 
    - [ Contact Centre Feedback ](https://www.smokeci.com/contact-centre-feedback) 
          - [ Avaya ](https://www.smokeci.com/avaya-contact-centre-surveys)
          - [ Genesys ](https://www.smokeci.com/genesys-contact-centre-surveys)
    - [ Customer Experience ](https://www.smokeci.com/customer-experience)
    - [ Smart Touch ](https://www.smokeci.com/smart-touch)
    - [ Reporting and Analytics Services ](https://www.smokeci.com/advanced-insight-and-reporting-services)
    - [ Voice of the Employee ](https://www.smokeci.com/voe-programme)
- [Solution By Industry ](https://content.smokeci.com/downloads#) 
    - [ Automotive ](https://www.smokeci.com/automotivecustomerexperience)
    - [ Banking ](https://www.smokeci.com/banking-customer-experience)
    - [ Healthcare ](https://www.smokeci.com/healthcare)
    - [ Insurance ](https://www.smokeci.com/insurance)
    - [ Realty and Housing ](https://www.smokeci.com/housingexperience)
    - [ Retail ](https://www.smokeci.com/retail-customer-experience)
- [Resources ](https://content.smokeci.com/downloads#) 
    - [ Articles ](https://www.smokeci.com/content)
    - [ Downloads ](https://content.smokeci.com/downloads)
    - [ FAQs ](https://www.smokeci.com/faq)
- [About Us ](https://content.smokeci.com/downloads#) 
    - [ About Smoke CI ](https://www.smokeci.com/about-us/)
    - [ Careers ](https://www.smokeci.com/careers)
    - [ Trust Centre ](https://www.smokeci.com/trust-center)
- [ Contact us ](https://www.smokeci.com/contact)

Search

Toggle Menu

Search

Toggle Menu

- [Our Solutions
  
  
  
  ](https://content.smokeci.com/downloads#) 
    - [ Contact Centre Feedback
      
      
      
      ](https://www.smokeci.com/contact-centre-feedback) 
          - [ Avaya ](https://www.smokeci.com/avaya-contact-centre-surveys)
          - [ Genesys ](https://www.smokeci.com/genesys-contact-centre-surveys)
    - [ Customer Experience ](https://www.smokeci.com/customer-experience)
    - [ Smart Touch ](https://www.smokeci.com/smart-touch)
    - [ Reporting and Analytics Services ](https://www.smokeci.com/advanced-insight-and-reporting-services)
    - [ Voice of the Employee ](https://www.smokeci.com/voe-programme)
- [Solution By Industry
  
  
  
  ](https://content.smokeci.com/downloads#) 
    - [ Automotive ](https://www.smokeci.com/automotivecustomerexperience)
    - [ Banking ](https://www.smokeci.com/banking-customer-experience)
    - [ Healthcare ](https://www.smokeci.com/healthcare)
    - [ Insurance ](https://www.smokeci.com/insurance)
    - [ Realty and Housing ](https://www.smokeci.com/housingexperience)
    - [ Retail ](https://www.smokeci.com/retail-customer-experience)
- [Resources
  
  
  
  ](https://content.smokeci.com/downloads#) 
    - [ Articles ](https://www.smokeci.com/content)
    - [ Downloads ](https://content.smokeci.com/downloads)
    - [ FAQs ](https://www.smokeci.com/faq)
- [About Us
  
  
  
  ](https://content.smokeci.com/downloads#) 
    - [ About Smoke CI ](https://www.smokeci.com/about-us/)
    - [ Careers ](https://www.smokeci.com/careers)
    - [ Trust Centre ](https://www.smokeci.com/trust-center)
- [ Contact us ](https://www.smokeci.com/contact)

[Facebook ](https://content.smokeci.com/downloads#0) [Instagram ](https://content.smokeci.com/downloads#0) [Linkedin ](https://content.smokeci.com/downloads#0) [X ](https://content.smokeci.com/downloads#0) [YouTube ](https://content.smokeci.com/downloads#0) [Medium ](https://content.smokeci.com/downloads#0)

# VOC & CX Resources

Unlock exclusive insights and expert knowledge on Customer Experience (CX) and Voice of the Customer (VoC). Download our resources now to enhance your understanding and drive exceptional customer satisfaction.

![Multilangauge-1](https://content.smokeci.com/hubfs/Multilangauge-1.jpg)

#### [ CASE STUDY Multi-language voice surveys](https://content.smokeci.com/hubfs/Smoke%20CI%20_%20Case%20Study%20_%20Bridging%20the%20Gap%20with%20Multilingual%20VOC.pdf)

[TOPIC - REACHING YOUR CUSTOMERS IN THEIR OWN LANGUAGE]

 The implementation of our premium Genesys Cloud VoC solution enabled the contact centre to achieve response rates of more than 40% to their multi-language voice surveys.

[Download the case study](https://content.smokeci.com/hubfs/Smoke%20CI%20_%20Case%20Study%20_%20Bridging%20the%20Gap%20with%20Multilingual%20VOC.pdf)

![Avaya-2](https://content.smokeci.com/hubfs/Avaya-2.jpg)

#### [ CASE STUDY Saving cost in your contact centre](https://content.smokeci.com/hubfs/Smoke%20CI%20Customer%20Feedback%20as%20Cost%20Saving%20Lever%20-%20Avaya%20Case%20Study.pdf)

[TOPIC - AVAYA CONTACT CENTRE SURVEYS]

 Through the integration of our certified Avaya VOC programme the organisation was able to understand the causes of repeat calls and action change.

[Download the case study](https://content.smokeci.com/hubfs/Smoke%20CI%20Customer%20Feedback%20as%20Cost%20Saving%20Lever%20-%20Avaya%20Case%20Study.pdf)

![Multitouch](https://content.smokeci.com/hubfs/Multitouch.jpg)

#### [ CASE STUDY Multi-touchpoint VOC](https://content.smokeci.com/hubfs/SCI_Multi-touchpoint_VOC_Worth_its_Weight_in_Gold-1.pdf)

[TOPIC - BENEFIT OF ORGANISATION WIDE VOC]

 Using Eyerys within their contact centre and branch network helped our client obtain real-time feedback from almost 100 000 clients monthly and manage engagements effectively.

[Download the case study](https://content.smokeci.com/hubfs/SCI_Multi-touchpoint_VOC_Worth_its_Weight_in_Gold-1.pdf)

![Case Study: Operationalise Customer Feedback In Contact Centre](https://content.smokeci.com/hubfs/Operationalise-Customer-Feedback-in-Your-Contact-Centre.png)

### Operationalising VOC data in your contact centre

This ebook shares steps that will help you transform VoC data into operational improvements and a case study of real-world impact.

The operationalisation of contact centre VoC data hinges on one key aspect – the ability to react to poor service delivery, and then understand the causes of such in order to effect change. A simple enough concept, but often harder to implement than expected.

[![Download the ebook](https://no-cache.hubspot.com/cta/default/6379152/c1523db9-583a-47f2-b0e4-b73e91671469.png)](https://cta-redirect.hubspot.com/cta/redirect/6379152/c1523db9-583a-47f2-b0e4-b73e91671469)

![Patient-Ex](https://content.smokeci.com/hubfs/Patient-Ex.jpg)

#### [[CASE STUDY] The experience of healthcare](https://content.smokeci.com/hubfs/Smoke%20CI%20_%20Enhancing%20the%20Healthcare%20Experience%20at%20Scale%20with%20Genesys%20Cloud%20and%20Eyerys.pdf)

[TOPIC - PATIENT EXPERIENCE ALIGNED TO HCCAP]

An established Hospital Group providing private patient healthcare in Africa, our client strives for the highest possible patient experience.

Through the implementation of our VoC solution across departments, the Group is able to recover from failures, make business decisions based on patient feedback, and report according to policy requirements.

[Download the case study](https://content.smokeci.com/hubfs/Smoke%20CI%20_%20Enhancing%20the%20Healthcare%20Experience%20at%20Scale%20with%20Genesys%20Cloud%20and%20Eyerys.pdf)

![Car-Lot](https://content.smokeci.com/hubfs/Car-Lot.jpg)

#### [[CASE STUDY] VoC drives the automotive industry](https://content.smokeci.com/hubfs/Smoke%20CI%20Case%20Study%20Driving%20Customer%20Experience.pdf)

[TOPIC - REALTIME VoC TO IMPACT LONG TERM CUSTOMER SATISFACTION}

As a leading automotive brand, our client knows that loyalty to a vehicle brand requires an emotional connection that is driven through experience.

Through our partnership, the brand was able to identify the causes of dissatisfaction and implement changes. This, in turn, has helped them achieve sales numbers within the top 5 of all brands nationwide.

[Download the case study](https://content.smokeci.com/hubfs/Smoke%20CI%20Case%20Study%20Driving%20Customer%20Experience.pdf)

![Housing-2](https://content.smokeci.com/hubfs/Housing-2.jpg)

#### [[CASE STUDY] At Home with Voice of The Resident](https://content.smokeci.com/hubfs/Smoke%20CI%20Case%20Study%20_%20At%20Home%20With%20Resident%20Experience.pdf)

[TOPIC - USING VOR TO MAINTAIN HAPPY RESIDENTS]

Gathering resident feedback at important maintenance - such as move in, repair completion, or contract renewal is an ideal way to understand their experience.

Our client needed a digital solution to consolidate and maintain quality of service standards for all residents in their care at every step in the resident journey using real-time in-depth feedback with Eyerys.

[Download the case study](https://content.smokeci.com/hubfs/Smoke%20CI%20Case%20Study%20_%20At%20Home%20With%20Resident%20Experience.pdf)

![Entertainment](https://content.smokeci.com/hubfs/Entertainment.jpg)

#### [[CASE STUDY] The experience of entertainment](https://content.smokeci.com/hubfs/Smoke%20Customer%20Intelligence_Experience%20of%20Entertainment.pdf)

[TOPIC - VOC AS A DRIVER OF CX STRATEGY]

As Africa’s leading entertainment company, our customer deeply understands the value that customer experience plays in their success.

Our customer exceeded 80% satisfaction, decreased customer churn, increased their NPS score by 7 points, and improved inbound contact centre performance.

[Download the case study](https://content.smokeci.com/hubfs/Smoke%20Customer%20Intelligence_Experience%20of%20Entertainment.pdf)

### The DNA of a survey

There is both science and intuition that goes into crafting questions that get you answers and measure what you actually want to. This whitepaper offers clear guidance, through research, as to how to approach survey design and when to use relational versus transactional NPS.

[![Download Your White Paper](https://no-cache.hubspot.com/cta/default/6379152/1ab6c77f-c0be-4f51-9cfa-51730bb01ad9.png)](https://cta-redirect.hubspot.com/cta/redirect/6379152/1ab6c77f-c0be-4f51-9cfa-51730bb01ad9)

![DNA-of-a-survey-book](https://content.smokeci.com/hubfs/DNA-of-a-survey-book.png)

Our Solutions

Our Solutions

- [Contact Centre Feedback](https://www.smokeci.com/contact-centre-feedback)
- [Customer Experience](https://www.smokeci.com/customer-experience)
- [Smart Touch](https://www.smokeci.com/smart-touch)
- [Reporting and Analytics Services](https://content.smokeci.com/advanced-insight-and-reporting-services)
- [Voice of the Employee](https://www.smokeci.com/voe-programme)

Industry Solutions

Industry Solutions

- [Automotive](https://www.smokeci.com/automotivecx)
- [Financial Services](https://www.smokeci.com/financial-services-cx)
- [Healthcare](https://www.smokeci.com/healthcare-industry)
- [Realty and Housing](https://www.smokeci.com/housingresidential)

About Smoke CI

About Smoke CI

- [Articles](https://www.smokeci.com/content)
- [Resources](https://content.smokeci.com/downloads)
- [About Us](https://www.smokeci.com/about-us/)
- [Careers](https://content.smokeci.com/careers)
- [Vacancies](https://www.smokeci.com/vacancies)
- [Trust Centre](https://www.smokeci.com/trust-center)

Contact Us

Contact Us

[![Smoke CI Logo White](https://content.smokeci.com/hubfs/Smoke%20CI%20logo-Light.svg) ](https://www.smokeci.com)

- [Terms of Use](https://www.smokeci.com/legal-notices/website-disclaimer-and-terms-of-use)
- [Privacy Policy](https://www.smokeci.com/legal-notices/privacy-policy)

© 2026 Smoke CI

[Facebook ](https://www.facebook.com/smokecis/)[X ](https://twitter.com/smokecis?lang=en)[Linkedin ](https://za.linkedin.com/company/smoke-customer-intelligence)[YouTube ](https://www.youtube.com/c/Smokeccs) 

Return to top