Case Study: Broadway Bank achieves 40–50% contact-center productivity gains and eliminates spreadsheets with Calabrio ONE

Broadway Bank Eliminates Spreadsheets with Calabrio ONE

Broadway Bank, a medium‑sized bank, needed a technology refresh to replace legacy workflows and eliminate spreadsheet-based contact center management. Seeking lower total cost of ownership, strong product features, ease of use, integration with their Cisco platform, and superior support, they evaluated and selected Calabrio ONE.

Deploying Calabrio ONE gave Broadway Bank a unified, easy‑to‑use workforce optimization suite that replaced manual spreadsheets and improved visibility into customer interactions. The bank saw ROI in 9–12 months, boosted contact center productivity by 40–50%, increased customer satisfaction by 25–35%, and reported reduced costs, better efficiency, richer customer insights, and higher employee satisfaction.

Broadway Bank

Lisa Gomez

Operations Manager