Case Study: HCA Healthcare achieves 40-50% productivity gains with Calabrio ONE

HCA Healthcare, Inc. Increases Productivity by 40-50% with Calabrio

HCA Healthcare, a Fortune 500 company in the health-care sector, faced the need to standardize operations across locations and centrally manage scheduling and problem areas in its contact centers. After evaluating vendors such as Interactive Intelligence and using the Cisco platform, HCA selected a solution to gain better visibility and consistency across its sites.

HCA deployed Calabrio ONE to unify workforce optimization, simplify use, and lower total cost of ownership. Within 6–9 months they saw ROI and measurable impact: contact center productivity rose 40–50%, customer satisfaction increased 35–45%, and the organization achieved improved efficiency, reduced costs, regulatory compliance, and deeper insights into customer behavior.

HCA Healthcare

Ketan Karnik

IT Professional