Case Study: Leading Home Loan and Mortgage Broker Contact Center achieves cloud contact center transformation and a single view of operations with Calabrio ONE

Leading Home Loan and Mortgage Broker Achieves Cloud Contact Center Transformation Using Calabrio ONE

A leading home loan and mortgage broker in Australia and New Zealand — supporting over 900 brokers with a mix of phone and administrative work — faced fragmented systems and data silos that prevented a clear, real-time view of contact center operations. That lack of visibility made it difficult to allocate resources during volume spikes and they needed a solution that would integrate seamlessly with their Salesforce CRM and new Amazon Connect voice platform.

They deployed the full Calabrio ONE suite (Data Management, Analytics, Quality Management and Workforce Management), migrating telephony in three days with zero customer impact. Highly customizable dashboards and real-time data gave executives, team leaders and agents a single unified view of performance, enabling faster, data-driven decisions, efficient workforce scheduling, significant time savings, scalability and immediate ROI — plus the internal capability to build and manage dashboards independently.