Case Study: Medium Enterprise Insurance Company achieves more than 30% contact center productivity boost with Calabrio ONE

Maryland-Based Insurance Company Increases Contact Center Productivity by More than 30% After Deploying Calabrio

A Maryland-based, medium-enterprise insurance company needed better visibility and a more integrated workforce optimization (WFO) solution after using a prior vendor (Fusion Connect). The organization evaluated alternatives to gain improved product features and a unified suite to manage contact center operations and customer insights.

They implemented Calabrio ONE modules — including call recording, quality management, workforce management, advanced reporting, and analytics — and saw measurable improvements: contact center productivity increased by more than 30%, customer satisfaction rose by up to 20%, and the team gained deeper insights into customer behavior and overall efficiency.