Case Study: Delta Air Lines achieves cloud-based, real-time workforce flexibility with Calabrio WFM

Delta Air Lines Migrates WFM to the Microsoft Azure Cloud

Delta Air Lines’ global sales support center—a 24/7 operation with over 220 staff across six countries handling 40–50 skills—needed greater real-time flexibility and advanced forecasting to support “follow-the-sun” coverage. Unpredictable call volumes (often weather-driven), complex work rules by skill and language, and the need to integrate with their ACD made their on-premises WFM solution inadequate for maintaining service levels and business continuity.

Delta moved to Calabrio’s cloud-based Advanced WFM on Microsoft Azure, gaining real-time monitoring, adaptive forecasting, easy global schedule edits and skill rerouting, plus rapid cloud deployment and vendor support. The switch strengthened operational excellence and responsiveness, delivered better insight and faster feature releases, and made it simpler to scale staff and locations while ensuring continuity and improved customer service.

Delta Airlines

Ashley Fendall

Workforce Administrator