Case Study: Greater Western Water achieves hybrid working and streamlined PCI compliance with Calabrio ONE (Calabrio)

Greater Western Water Empowers Hybrid Working and in-house PCI Regulatory Compliance Processes With Calabrio ONE

Greater Western Water, a utilities provider with contact-centre operations in Footscray and Sunbury handling around 260,000 calls a year, faced a critical challenge when its legacy call-recording system neared end-of-life. The system required time-consuming PCI DSS workarounds, did not support remote working, and needed significant investment—so a fast, flexible cloud solution was required to keep the contact centre operational and compliant.

Greater Western Water deployed Calabrio ONE, a cloud-first workforce engagement suite compatible with its Cisco environment, in two weeks—enabling remote login from any device and providing call recording, workforce scheduling and quality management. The solution simplified PCI call-deletion processes (eliminating a third-party vendor), delivered cost and time savings, supported hybrid working and employee wellbeing, and created a scalable platform to manage future growth.

Greater Western Water

Oliver Atanasovski

Workforce Optimisation Manager