Case Study: Americo Life boosts contact center productivity 10-30% and customer satisfaction up to 20% with Calabrio ONE

Americo Financial Life and Annuity sees improved productivity and customer satisfaction after replacing NICE

Americo Life, a medium‑enterprise insurance company, replaced its legacy NICE workforce optimization system after facing reliability and usability issues (they had to reboot the old system daily). The company sought a lower total cost of ownership, better product features, ease of use, and a unified suite to improve contact center performance.

Americo deployed Calabrio ONE modules—including Call Recording, Quality Management, Workforce Management, Advanced Reporting, and Analytics—which delivered reliable call capture (99% recorded without daily reboots), call‑tagging for management review, reduced costs and greater efficiency. After the rollout, contact center productivity rose 10–30% and customer satisfaction improved by up to 20%.

Americo

Rich Glover

IT Professional