Case Study: Large Enterprise Retail Company improves agent engagement and reduces turnover with Calabrio ONE

Large Enterprise Retail Company Switched to the Unified Calabrio ONE Suite

A large, unnamed enterprise retail company needed to replace its legacy Nortel WFO solution and move to a modern, unified suite that offered the same features across deployment models. The company chose Calabrio ONE to get a technology refresh, access to new functionality, and a consistent workforce optimization experience whether on-premises or in the cloud.

Calabrio ONE was deployed with Call Recording, Quality Management, Workforce Management and Analytics, integrated with the retailer’s Cisco platform and CRM. By using Dynamic Scheduling and evaluation calibration, the retailer improved workforce engagement and reduced agent turnover.