Case Study: Smile Brands Group achieves 20–30% contact center productivity gain with Calabrio

Smile Brands Group Increases Contact Center Productivity with Calabrio

Smile Brands Group, a medium-sized healthcare company, needed to grow and better manage its contact center operations while giving staff clearer schedules and exception visibility. To meet that challenge they evaluated workforce optimization solutions and selected Calabrio ONE to work alongside their Cisco platform.

After deploying Calabrio ONE, Smile Brands reduced costs, improved contact center efficiency and employee satisfaction, and saw ROI in 3–6 months. The company reported a 20–30% increase in agent productivity and a 25–35% rise in customer satisfaction, citing low total cost of ownership, strong features, ease of use and support as decisive factors.

Smile Brands Group

Carlos Saldana

Senior Manager Operations Manager