Case Study: Large Enterprise Hospitality Company achieves improved agent training, fraud protection and contact-center insights with Calabrio ONE

Large Enterprise Hospitality Company - Customer Case Study

A large, unnamed enterprise in the hospitality industry needed a modern workforce optimization and call recording solution after replacing Digital Speech. They planned a combination of private and public cloud deployments and were focused on improving agent training, gaining contact center insights, and protecting against fraudulent complaints.

They implemented Calabrio ONE’s call recording integrated with their Cisco platform to analyze contact center data. The user-friendly solution supported better and additional agent training, helped defend against fraudulent complaints, and enabled the company to extract actionable business insights while preparing for a hybrid cloud rollout.