Case Study: AmTrust Financial Services achieves increased productivity and improved customer satisfaction with Calabrio ONE (Calabrio)

AmTrust Financial Services Gained Productivity and Improved Customer Satisfaction with Calabrio ONE

AmTrust Financial Services, a medium‑sized insurance company, replaced its previous WFO vendor (Invision Enterprise) to gain scalability for contact‑center growth, better service and support, a modern architecture, and easier‑to‑use features. The company also wanted a consistent WFO experience across deployment models and stronger tools to manage agent performance and scheduling.

They implemented Calabrio ONE (Quality Management and Workforce Management) integrated with Avaya, enabling real‑time schedule‑adherence monitoring, individualized supervisor coaching, and interactive WFM for time‑off and schedule exceptions with clear forecasting. The result was higher productivity, improved customer satisfaction, and workforce engagement features (like agent‑initiated mentoring) that helped reduce agent turnover.

AmTrust Financial Services, Inc.

Daniel Rivera

End User