Case Study: New York Community Bancorp achieves 20–30% higher contact center productivity and 25–35% improved customer satisfaction with Calabrio ONE

New York Community Bancorp Chooses Calabrio Over Aspect

New York Community Bancorp, a large S&P 500 bank, needed to scale and improve its contact center and evaluated competitors including Aspect before selecting Calabrio ONE to support that growth. The bank deployed Calabrio in a Cisco environment to modernize its customer engagement capabilities.

Calabrio ONE was chosen for lower total cost of ownership, strong product features, ease of use, unified suite/integration, and superior support. Since deployment the bank saw improved customer and employee satisfaction, a 20–30% boost in contact center productivity, a 25–35% increase in customer satisfaction, and achieved ROI within 9–12 months.

New York Community Bancorp

Tom Droll

IT Professional