Case Study: Shaw Communications achieves up to 15% higher customer satisfaction and 10–20% contact center productivity gains with Calabrio ONE (Calabrio)

Shaw Communications Improves Customer Satisfaction by Gaining Insight into Customer Behavior with Calabrio ONE

Shaw Communications, a large telecommunications services company, needed to support contact center growth by automating processes and standardizing operations across locations. While evaluating vendors (including NICE) and running on a Cisco platform, Shaw sought better insight into customer behavior and improved accountability and efficiency.

Shaw deployed Calabrio ONE’s analytics and workforce optimization suite to gain visibility into customer interactions and streamline operations. Within 18–24 months they saw ROI, customer satisfaction rise up to 15%, contact center productivity improve 10–20%, and additional benefits including cost reduction, regulatory compliance, improved employee satisfaction, and increased sales.

Shaw Communications

Sanjay Chandan

IT Architect