Case Study: EmblemHealth achieves improved workforce engagement and reduced agent turnover with Calabrio ONE

Emblem Health Enjoys Great Customer Service with Calabrio

EmblemHealth, a medium‑sized healthcare company, replaced its legacy Verint WFO solution because it needed a technology refresh — a modern architecture with greater ease of use, new features, and a consistent experience regardless of deployment model. The company evaluated Calabrio ONE to meet those requirements and to modernize its contact center operations.

EmblemHealth deployed Calabrio ONE alongside its Avaya platform and uses features like Dynamic Scheduling to engage the workforce and help reduce agent turnover. The organization plans to begin deeper contact‑center data analysis within 12 months and has praised Calabrio for providing great customer service.

EmblemHealth

Janice Fisher

Executive