Case Study: Rackspace Technology achieves automated, data-driven staffing and improved customer satisfaction with Calabrio ONE

Rackspace Powers Automated, Data-Driven Staffing with Calabrio ONE

Rackspace, a global cloud computing services provider, faced fragmented support systems and manual processes that prevented a single view of tickets, made SLA tracking and forecasting unreliable, and led to over‑provisioning and agent burnout. The company needed an automated, data‑driven way to synthesize multiple ticket sources, improve adherence and scheduling, and ensure the right number of agents were available when customers needed them.

Rackspace standardized on Calabrio ONE (integrated with Amazon Connect), using APIs to consolidate ticket queues, measure against SLAs, and automate workforce management. The solution improved agent scheduling and adherence, flattened call patterns, and boosted forecasting accuracy to 96%. Results included a 41% reduction in queue backlogs, 29% lower latency, a 7.5% drop in ticket volume, faster staffing decisions, and higher customer and agent satisfaction.

Rackspace Technology

Christine Kolbeson

Senior Manager of Business Operations