Case Study: AXA Seguros Mexico achieves ROI in 3–6 months, 15–25% higher customer satisfaction and 20–30% greater call center productivity with Calabrio

AXA Seguros Mexico Replaces NICE with Calabrio ONE and Sees ROI in Just 3-6 Months

AXA Seguros Mexico, a rapidly growing insurance brand operating across Mexico and the U.S., needed to expand its call center operations, boost customer satisfaction and increase workforce engagement. Their incumbent WFO provider, NICE, was failing to deliver reliable workforce management and quality management capabilities, leaving leaders frustrated and prompting a search for a better solution.

After evaluating vendors, AXA selected Calabrio ONE for its lower total cost of ownership, integrated WFM and QM features, ease of use and strong support; the unified suite enabled QM and WFM to work together operationally. Within 3–6 months AXA saw ROI and measurable gains: customer satisfaction rose 15–25% and call center productivity improved 20–30%.

AXA Seguros Mexico

Luis Coiro

IT Professional