Case Study: Paychex achieves improved agent performance tracking and reduced agent turnover with Calabrio ONE

Paychex Tracks Agent Performance Data with Calabrio ONE

Paychex, a Fortune S&P 500 professional services firm, replaced Verint to adopt a unified workforce optimization suite and move fully to the cloud. The company needed consistent WFO features across deployment models and better visibility into call-center metrics such as schedule adherence and conformity to drive performance management.

Paychex implemented Calabrio ONE Workforce Management on a Cisco platform, using Forecasting & Scheduling to engage agents and reduce turnover. Improved access to performance data allowed the business unit to tie bonus compensation to merit, while the organization prepares to deploy WFO solutions 100% in the cloud.

Paychex

Rob Anderson

Business Analyst