Case Study: Radial achieves industry-leading analytics and boosts customer experience with Calabrio ONE

Radial Builds Industry-Leading Analytics Program with Calabrio ONE

Radial, a bpost company and leading BPO for retail brands, faced an analytics crossroads when clients demanded more usable, integrated insights—including 100% call recording, remote agent support, flexible licensing and stronger reporting to tie voice-of-customer data to third‑party systems. Existing tools only sampled interactions and couldn’t deliver the near‑real‑time, client‑specific intelligence Radial needed.

Radial deployed Calabrio ONE in the cloud to centralize data, automate quality management (machine‑learning scoring of 100% of interactions), provide agent dashboards and coaching, integrate Salesforce and survey data, and deliver automated, near‑real‑time client reports. The solution accelerated innovation and democratized insights across the business, drove measurable CX gains (sentiment rose from 17% to 93% in one week after targeted coaching), improved KPIs like CSAT and customer effort, and earned broader recognition for Radial’s analytics program.

Radial

Nicole Price

Customer Experience Manager