Case Study: Large Enterprise Banking Company reduces agent turnover and boosts engagement with Calabrio ONE by Calabrio

Middle Eastern Bank Enjoys Calabrio’s Evaluation Calibration Feature

A large Middle Eastern bank replaced its legacy WFO vendor (Redbox) to get a technology refresh, modern architecture and new features while ensuring a consistent workforce optimization experience across deployment models (on‑premises or cloud). The organization was looking for improved functionality and better integration with its Cisco platform.

The bank implemented Calabrio ONE, primarily using Call Recording integrated with Cisco, and adopted Calabrio’s evaluation calibration feature to engage agents and reduce turnover. According to a TechValidate survey of the company, Calabrio ONE delivered the modern capabilities and workforce engagement tools the bank sought.