Case Study: Cygnific achieves 30 work‑days saved per week with Calabrio Advanced Reporting

Cygnific Reaches New Levels of Efficiency With Calabrio Advanced Reporting

Cygnific B.V. is an international multichannel sales and service center supporting KLM, Air France and Delta with roughly 700 employees and a 450‑agent contact center across Amsterdam and Enschede that handles customers in 19 countries and 11 languages. The company struggled with complex, hard‑to‑maintain SQL scripts and time‑consuming manual reporting: about 30 supervisors each spent a day per week cutting, pasting and recalculating ACD and multi‑system data in Excel, costing roughly 30 work‑days of productivity every week.

Cygnific implemented Calabrio Advanced Reporting’s Data Mart, with data adapters for ACD, WFM and HR systems and a Data Bridge to push data into forecasting tools, consolidating ACD, IVR, CRM and other sources into a single, customizable repository. The solution automated reporting and provided flexible “rolling dimensions,” eliminating manual report generation, restoring about 30 supervisor work‑days per week to analysis and coaching, and delivering easier maintenance and more reliable analytics.

Cygnific

Patrick van Velzen

Reporting Manager