Calabrio B2B Case Studies & Customer Successes

AAA Northeast cuts highway-call handle time and boosts member & technician safety with Calabrio

AAA

Helen Cox

Quality Assurance Manager

Addison Lee achieves faster, smarter reporting and major time savings with Calabrio (Teleopti WFM Insights)

Addison Lee

Jemma

RTA Analyst

Americo Life boosts contact center productivity 10-30% and customer satisfaction up to 20% with Calabrio ONE

Americo

Rich Glover

IT Professional

AmTrust Financial Services achieves increased productivity and improved customer satisfaction with Calabrio ONE (Calabrio)

AmTrust Financial Services, Inc.

Daniel Rivera

End User

Calabrio and Animal Friends Insurance Mastering contact centre adherence

Animal Friends Insurance

Neil Inder

Resource and Planning Manager

EMEA Customer Relations Specialist, Armatis leverage Calabrio WFM to significantly improve workforce efficiency

Armatis

Ouahid EL HEDJAJ

Armatis

Assurity Life Insurance Company achieves seamless management of fourfold contact center growth with Calabrio ONE

Assurity Life Insurance Company

Heith Fulmer

Director of Customer Connections

AXA Seguros Mexico achieves ROI in 3–6 months, 15–25% higher customer satisfaction and 20–30% greater call center productivity with Calabrio

AXA Seguros Mexico

Luis Coiro

IT Professional

Halo BCA (Bank Central Asia) achieves improved forecasting and scalable staffing with Calabrio Teleopti WFM

BCA

Nathalya Wani Sabu

Head

How Blackcircles enhanced customer and employee experience through AI-driven automation and omnichannel scheduling

blackcircles.com

Bluegrass Cellular achieves 14% reduction in Level 2 calls and $100K in savings with Calabrio Analytics

Bluegrass Cellular

Robin Fentress

Bluegrass Cellular achieves 45% fewer call escalations and 26% higher agent satisfaction with Calabrio Speech Analytics

Bluegrass Cellular

Broad River Retail achieves a 20% service-level increase with Calabrio WFM

Broad River Retail

Wynn White

Senior Manager of Customer Experience

Broadway Bank achieves 40–50% contact-center productivity gains and eliminates spreadsheets with Calabrio ONE

Broadway Bank

Lisa Gomez

Operations Manager

Broadway Bank achieves 30-50% contact center productivity gains with Calabrio ONE

Broadway Bank

Lisa Gomez

Operations Manager

CEGA Group achieves time and cost savings and smarter contact centre scheduling with Calabrio WFM

CEGA Group

Ben Thomas

Customer Service Manager

CentraCare Health achieves 24/7 patient access and work-from-home scheduling visibility with Calabrio

CentraCare Health

Kristin Suggs

Quality Assurance and Training Analyst

City of Vancouver achieves 0% agent turnover for 16 months with Calabrio Workforce Management

City of Vancouver

Marc Dube

Team Manager

Credit Union of Colorado achieves 91% agent conformance, expanded quality management and $13,600 annual savings with Calabrio ONE Cloud & Calabrio Analytics

Credit Union of Colorado

Cummins achieves accurate alert forecasting and reduced costly downtime with Calabrio

Cummins

John Weippert

Global Customer Support Systems Manager

Cygnific achieves 30 work‑days saved per week with Calabrio Advanced Reporting

Cygnific

Patrick van Velzen

Reporting Manager

Delta Air Lines achieves cloud-based, real-time workforce flexibility with Calabrio WFM

Delta Airlines

Ashley Fendall

Workforce Administrator

Delta Dental of Minnesota achieves 20% higher first-contact resolution and 40% lower customer & agent effort with Calabrio Speech Analytics

Delta Dental

Rich DeMarco

Chief Operating Officer

Desert Financial Credit Union achieves streamlined contact center operations and reduced agent turnover with Calabrio ONE

Desert Financial Credit Union

Jim Lavery

Vice President

Findings revealed by Calabrio Desktop Analytics help contact center leaders shorten hold times while increasing agent engagement

DISH Network

Gregory King

WFM Business Operations Manager

DISH Network boosts scheduling efficiency and employee engagement with Calabrio Teleopti WFM

DISH Network

Gregory King

WFM Business Operations Manager

Leading UK payment provider, DOJO modernises its contact centre and workforce management solutions using Calabrio via Route101

Dojo

E.ON achieves 90% call-answer rates and improved availability with Calabrio WFM

E.ON

Anette Jonsson

Group Director for Business, Analytics and Planning

Educational Service Provider Boosts QA Evaluations by 67%

Educational Service Provider

EmblemHealth achieves improved workforce engagement and reduced agent turnover with Calabrio ONE

EmblemHealth

Janice Fisher

Executive

Equiniti achieves improved employee engagement and service levels with Calabrio WFM

Equiniti

Simon Thompson

Operations Planning Manager

Erie Insurance achieves under 5% turnover and flexible agent scheduling with Calabrio ONE

Erie Insurance

Ryan Bradley

Business Director

Fexco achieves greater forecasting accuracy and higher productivity with Calabrio WFM

Fexco

Shane Roper

Planning & Technology Manager

Finnish Tax Administration Gives Back-Office Ops Frontline Finesse with Calabrio WFM

Finnish Tax Administration

Anniina Laisti

Service Owner

Flight Centre achieves 20–30% contact center productivity gains and reduced hold times with Calabrio ONE

Flight Centre

Kelly Lyons

Business Professional

Fortune 500 Telecommunications Services Company achieves rapid ROI, reduced costs and up to 15% higher customer satisfaction with Calabrio

Fortune 500 Telecommunications Services Company

GE Appliances achieves seamless remote contact center transition, 15% lower cost-per-call and 20% higher adherence with Calabrio WFM

GE Appliances

Aaron Jacobs

Director of Workforce Optimization + Analytics

Getronics achieves unified call recording and consistent quality management across international service centers with Calabrio Quality Management

Getronics

Driving Efficiency and $20M+ in Savings for a Global Activewear Leader

Globally Recognized Retail Brand

How Gordon Food Service Transformed 80% Manual Bot Analysis into 20% with AI-Powered Insights

Gordon Food Service

Amber Prause

Digital Product Owner

Grand Canyon Education achieves 5,000+ monthly QA evaluations and greater transparency with Calabrio ONE

Grand Canyon Education

Beth Bax

Assistant Director Quality Assurance

Greater Western Water achieves hybrid working and streamlined PCI compliance with Calabrio ONE (Calabrio)

Greater Western Water

Oliver Atanasovski

Workforce Optimisation Manager

GreenPath achieves 150% increase in calls from underserved target population with Calabrio Speech Analytics

GreenPath

David Flores

Director of Client Services and Program Performance

HCA Healthcare achieves 40-50% productivity gains with Calabrio ONE

HCA Healthcare

Ketan Karnik

IT Professional

Health Insurance Company achieves HIPAA compliance and 100% call recording with Calabrio ONE

Health Insurance Company

Home Group achieves a 20% increase in scheduling efficiencies with Calabrio WFM via Business Systems

Home Group

Gavin Rogerson

Resource Planning Manager

Houston Methodist achieves higher productivity and protects agent well-being with Calabrio ONE

Houston Methodist

Daniel Acosta

Call Center Applications Analyst III

Idaho Central Credit Union achieves 19% NPS increase to 92% with Calabrio predictive analytics

Idaho Central Credit Union

Brian Bunderson

Member Contact Center Manager

Jysk Fynske Medier achieves 25-30% more agent phone time and precise forecasting with Calabrio WFM

Jysk Fynske Medier

Jeppe Uhre Havgaard Bjerrum

Subscriptions and Customer Service Manager

Delivering increased contact center savings through queue optimization

Large Canadian Telecommunications Company

Large Enterprise Banking Company reduces agent turnover and boosts engagement with Calabrio ONE by Calabrio

Large Enterprise Banking Company

Large Enterprise Hospitality Company achieves improved agent training, fraud protection and contact-center insights with Calabrio ONE

Large Enterprise Hospitality Company

Large Enterprise Hospitality Company achieves improved agent scheduling and reduced agent turnover with Calabrio ONE (Calabrio)

Large Enterprise Hospitality Company

Large Enterprise Retail Company improves agent engagement and reduces turnover with Calabrio ONE

Large Enterprise Retail Company

Large Enterprise Telecommunications Services Company achieves improved employee engagement and schedule flexibility with Calabrio ONE

Large Enterprise Telecommunications Services Company

Leading Home Loan and Mortgage Broker Contact Center achieves cloud contact center transformation and a single view of operations with Calabrio ONE

Leading Home Loan and Mortgage Broker Contact Center

Leading Retailer Streamlines Workforce Management, Saving 96% of Scheduling Time

Leading Home Retailer

Leading Upscale Retailing Company reduces call escalations and improves contact center efficiency with Calabrio

Leading Upscale Retailing Company

Lending Club achieves improved agent coaching and reduced turnover with Calabrio ONE by Calabrio

Lending Club

Tania C

Line of Business Manager

Wysdom helps a major Canadian telecom save over $13M annually

Major Canadian Telecom Company

Assurity Moves to the Cloud to Accommodate a Growing Contact Center

Major Reorganization Company

Heith Fulmer

Director of Customer Connections

Canadian Telecom Saves More than $13 Million Every Year with Calabrio Bot Analytics

Major Telecom Provider

Medium Enterprise Hospitality Company achieves cloud-ready workforce optimization and improved contact center insights with Calabrio

Medium Enterprise Hospitality Company

Medium Enterprise Insurance Company achieves improved agent engagement and up to 20% higher customer satisfaction with Calabrio

Medium Enterprise Insurance Company

Medium Enterprise Insurance Company achieves more than 30% contact center productivity boost with Calabrio ONE

Medium Enterprise Insurance Company

Calabrio Transforms Mersey Care’s Mental Health Crisis Services

Mersey Care NHS Foundation Trust

Midwestern Credit Union achieves faster service levels and staffing efficiency with Calabrio ONE (Calabrio)

Midwestern Credit Union

N-Allo is Future-Proof with Workforce Management from Calabrio

N-Allo

National Debt Relief achieves 15% bottom-line revenue growth and improved contact-center productivity with Calabrio WFM

National Debt Relief

Natalia Brown

Chief Client Operations Officer

National Express achieves 5.5 hours/week scheduling savings and forecasting flexibility with Calabrio WFM

National Express

Golam Rabbani

Performance Manager

Calabrio helps Nationwide’s Planning Team with Workforce Planning

Nationwide

Lisa Strudwick

Workforce Performance & Productivity Manager

New York Community Bancorp achieves 20–30% higher contact center productivity and 25–35% improved customer satisfaction with Calabrio ONE

New York Community Bancorp

Tom Droll

IT Professional

Nutrisystem Nourishes Contact Center, Agents, and Customers by Migrating to the Cloud

Nutrisystem

Jesse Claus

Sr. Optimization Manager

Online home and auto insurer achieves 3X increase in virtual agent experience with chatbot analytics

Online Home and Auto Insurer Company

OTTO boosts employee engagement and streamlines scheduling for 1,600 agents with Calabrio WFM

OTTO

Stefan Schäff

OTTO

Patagonia achieves flexible, data-driven remote agent scheduling with Calabrio

Patagonia

Trent Hays

Customer Experience Scheduling Supervisor

Paychex achieves improved agent performance tracking and reduced agent turnover with Calabrio ONE

Paychex

Rob Anderson

Business Analyst

Paychex achieves $539,000 in annual productivity savings and improved contact center efficiency with Calabrio

Paychex

Caryn Yurkstas

Senior Workforce Analyst

Peckham Inc. Taps Calabrio ONE Analytics to Uncover Root Causes of Long Holds and Silence Times

Peckham

Wendy Dorn-Frazee

IT Service Desk Workforce Specialist

Polaris achieves consistent, higher-quality multi-channel dealer support with Calabrio Workforce & Quality Management

Polaris

Lauren Christiansen

Dealer Support & Consumer Service Manager

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

Rackspace Technology

Christine Kolbeson

Senior Manager of Business Operations

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

Radial

Nicole Price

Customer Experience Manager

Radial achieves 3% lift in first-contact resolution and improved customer experience with Calabrio Analytics

Radial

Nicole Price

Customer Experience Manager

Rentalcars.com achieves 24-hour multilingual service and streamlined workforce management with Calabrio

Rentalcars.com

Mark Simon

Head of Resource Planning

Republic Services improves call quality and builds superior training programs with Calabrio

Republic Services

Doug Saunders

IT Director

SaveOnSP Taps the Calabrio ONE Suite to Unite Mission-Critical Data Across Contact Center Applications

SaveOnSP

Sara MacAllister

Sr. Workforce Analyst

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

Shaw Communications

Sanjay Chandan

IT Architect

Shopify automates scheduling and saves 40+ hours/week while diversifying customer service with Calabrio WFM

Shopify

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

Smile Brands Group

Carlos Saldana

Senior Manager Operations Manager

Superior Propane improves customer retention and reduces AHT with Calabrio

Superior Propane

Alex Wozniak

Director of Customer Experience

Support Services Group achieves fast growth and 5% productivity gain with Calabrio WFM Cloud

Support Services Group

Kimberley MacKinnon

VP Workforce Management

Tampa General Hospital achieves a 50% contact center productivity increase with Calabrio ONE

Tampa General Hospital

Brent Boostrom

Engineer

Teleperformance China achieves streamlined outsourcing and faster account implementation with Calabrio WFM

Teleperformance

Michael Hernandez

Senior Manager in Workforce Management

Telia achieves stellar customer experience and shorter wait times with Calabrio WFM

Telia

Daniel Tikka Zandhers

Head of Workforce Operations

Thomson Reuters achieves shorter hold times, reduced call handling and up to 3% contact center savings with Calabrio Analytics

Thomson Reuters

MaryBeth Meloni

Quality Assurance & Analytics Lead

Creating an enterprise-grade virtual assistant in under 8 weeks

UK-Based Telecom Provider Company

Virteva achieves consistent, higher-quality customer interactions with Calabrio ONE

Virteva

Jamey Anderson

Executive Vice President of Operations

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

VITAS Healthcare

Laura Lukic

Workforce Planning Manager

Webhelp achieves rapid COVID-19 contact center launch and large-scale patient onboarding with Calabrio WFM

Webhelp

Yann Noblot

Chief Technology Officer

Calabrio helps Wix cut agent scheduling by 40% improving adherence and shrinkage across shifts

Wix

Daniela G.

Workforce Optimisation Manager

Zen Internet achieves streamlined growth and improved customer service with Calabrio WFM

Zen Internet

Lesley Bell

Operations Manager

Calabrio B2B Case Studies & Customer Successes

Case Studies

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