Case Study: VITAS Healthcare achieves 50%+ contact center productivity gains and rapid ROI with Calabrio ONE

Vitas Healthcare Utilizes Calabrio for a Smooth Technology Refresh

VITAS Healthcare, a large provider in the health-care industry, needed a contact-center technology refresh to support growth, automate processes, and standardize operations across locations. After evaluating Verint, InContact and Aspect, VITAS selected Calabrio ONE to integrate with its existing Cisco platform.

Calabrio ONE delivered fast results—ROI in 6–9 months—while boosting contact-center productivity by more than 50% and increasing customer satisfaction by 35–45%. The solution also helped meet regulatory requirements, improved employee satisfaction and customer-insight capabilities, and was chosen for its lower TCO, strong features, ease of use, unified integration and superior support.

VITAS Healthcare

Laura Lukic

Workforce Planning Manager