Calabrio B2B Case Studies & Customer Successes

We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Calabrio ONE gives you the power to engage agents and satisfy customers—anytime, anywhere. The only suite of its kind on the market, Calabrio ONE simplifies operations, improves agent performance, and elevates customer experiences. It captures and connects all your contact center data in a single interface with embedded analytics so you can quickly turn insights into revenue-boosting action. Learn why the most powerful brands trust Calabrio.

AAA Northeast Shrinks Highway Call Average Handle Time by 53 Seconds

AAA

Helen Cox

Quality Assurance Manager

Addison Lee Unleash their Analytics Genius with Insights from Teleopti

Addison Lee

Jemma

RTA Analyst

Americo Financial Life and Annuity sees improved productivity and customer satisfaction after replacing NICE

Americo

Rich Glover

IT Professional

AmTrust Financial Services Gained Productivity and Improved Customer Satisfaction with Calabrio ONE

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 Leverages the Power of Calabrio ONE and Raises the Bar for Customer Service

Assurity Life Insurance Company

Heith Fulmer

Director of Customer Connections

AXA Seguros Mexico Replaces NICE with Calabrio ONE and Sees ROI in Just 3-6 Months

AXA Seguros Mexico

Luis Coiro

IT Professional

Halo BCA trusts in Calabrio Teleopti WFM to succesfully manage upcoming growth

BCA

Nathalya Wani Sabu

Head

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

blackcircles.com

A Creative Application of Calabrio Speech Analytics and Apology Training Nearly Halves Call Escalations While Boosting Agent Satisfaction

Bluegrass Cellular

Bluegrass Cellular Frees and Redirects Scarce Technical Support Resources From Routine Calls to Escalated Customer Concerns

Bluegrass Cellular

Robin Fentress

Broad River Retail Elevates Service Levels by 20% with Calabrio Teleopti WFM

Broad River Retail

Wynn White

Senior Manager of Customer Experience

Broadway Bank Eliminates Spreadsheets with Calabrio ONE

Broadway Bank

Lisa Gomez

Operations Manager

Broadway Bank Improves Contact Center Productivity by More than 30% After Deploying Calabrio

Broadway Bank

Lisa Gomez

Operations Manager

CEGA Gains Time and Cost Savings Using Calabrio’s WFM for Smarter Contact Centre Scheduling

CEGA Group

Ben Thomas

Customer Service Manager

Anytime, Anywhere Visibility into All Schedules Enables CentraCare Health Agents to Work from Home

CentraCare Health

Kristin Suggs

Quality Assurance and Training Analyst

City of Vancouver 3-1-1 Achieves 0% Turnover with Calabrio WFM

City of Vancouver

Marc Dube

Team Manager

Credit Union of Colorado Migrates to the Cloud and Adds Calabrio Analytics

Credit Union of Colorado

Cummins Helps Mines Avoid Expensive Downtime with Innovative Remote Monitoring

Cummins

John Weippert

Global Customer Support Systems Manager

Cygnific Reaches New Levels of Efficiency With Calabrio Advanced Reporting

Cygnific

Patrick van Velzen

Reporting Manager

Delta Air Lines Migrates WFM to the Microsoft Azure Cloud

Delta Airlines

Ashley Fendall

Workforce Administrator

Delta Dental of Minnesota Improves First Contact Resolution by 20%

Delta Dental

Rich DeMarco

Chief Operating Officer

Desert Financial Credit Union Smooths Contact Center Operations 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 Provides Scheduling Flexibility for Their Remote Agents

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 Increases Availability with Flexible Scheduling

E.ON

Anette Jonsson

Group Director for Business, Analytics and Planning

Emblem Health Enjoys Great Customer Service with Calabrio

EmblemHealth

Janice Fisher

Executive

Equiniti Achieves Optimal Scheduling and Accurate Forecasting

Equiniti

Simon Thompson

Operations Planning Manager

Erie Insurance Group Gives Contact Center Agents Scheduling Flexibility with Calabrio ONE

Erie Insurance

Ryan Bradley

Business Director

Fexco Improves Outsourced Contact Centre Services with Automated 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 Reduces Hold Times with Calabrio

Flight Centre

Kelly Lyons

Business Professional

Fortune 500 Telecommunications Services Company - Customer Case Study

Fortune 500 Telecommunications Services Company

GE Appliances Modernizes Its Contact Center with Calabrio WFM and Amazon Connect

GE Appliances

Aaron Jacobs

Director of Workforce Optimization + Analytics

Getronics Delivers Consistent, Superior CX Across All Service Centers

Getronics

Grand Canyon Education boosts collaboration and transparency

Grand Canyon Education

Beth Bax

Assistant Director Quality Assurance

Greater Western Water Empowers Hybrid Working and in-house PCI Regulatory Compliance Processes With Calabrio ONE

Greater Western Water

Oliver Atanasovski

Workforce Optimisation Manager

GreenPath Grows Target-Audience Call Volumes by 150%

GreenPath

David Flores

Director of Client Services and Program Performance

HCA Healthcare, Inc. Increases Productivity by 40-50% with Calabrio

HCA Healthcare

Ketan Karnik

IT Professional

Medical Center Monitors HIPAA Compliance with Calabrio Analytics

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 Hospital Uses WFM to Meet Aggressive Goals for Patient/Agent Care

Houston Methodist

Daniel Acosta

Call Center Applications Analyst III

Predictive analytics helps increase NPS by nearly 20%

Idaho Central Credit Union

Brian Bunderson

Member Contact Center Manager

Jysk Fynske Medier Exceeds Expectations Using Calabrio’s WFM Solution

Jysk Fynske Medier

Jeppe Uhre Havgaard Bjerrum

Subscriptions and Customer Service Manager

Line of Business Manager

Chief Client Operations Officer

National Express Saves Over Five Hours Per Week on Scheduling

National Express

Golam Rabbani

Performance Manager

New York Community Bancorp Chooses Calabrio Over Aspect

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

Successful WFM implementation supports employee engagement at OTTO Service Centers

OTTO

Stefan Schäff

OTTO

Patagonia Uses Calabrio to Support the Scheduling Needs of Their Remote Agents

Patagonia

Trent Hays

Customer Experience Scheduling Supervisor

Paychex Tracks Agent Performance Data with Calabrio ONE

Paychex

Rob Anderson

Business Analyst

Paychex Immediately Improves Contact Center Efficiencies Across the Board

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 Improves Customer Experience with Calabrio ONE

Polaris

Lauren Christiansen

Dealer Support & Consumer Service Manager

Rackspace Powers Automated, Data-Driven Staffing with Calabrio ONE

Rackspace Technology

Christine Kolbeson

Senior Manager of Business Operations

Radial Builds Industry-Leading Analytics Program with Calabrio ONE

Radial

Nicole Price

Customer Experience Manager

Turning contact center data into compelling insights used to enrich and revitalize human interactions

Radial

Nicole Price

Customer Experience Manager

Rentalcars.com uses Calabrio Teleopti WFM technology to support a diverse contact center workforce of 80 nationalities and 40 languages

Rentalcars.com

Mark Simon

Head of Resource Planning

Republic Services Increases Sales and Revenue with Calabrio ONE

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

Shaw Communications

Sanjay Chandan

IT Architect

Shopify Grows and Diversifies Customer Service with Calabrio

Shopify

Smile Brands Group Increases Contact Center Productivity with Calabrio

Smile Brands Group

Carlos Saldana

Senior Manager Operations Manager

Superior propane identifies process challenges to better retain customers and decrease AHT

Superior Propane

Alex Wozniak

Director of Customer Experience

Real-Time, Cloud WFM Enables Fast Growth at Support Services Group

Support Services Group

Kimberley MacKinnon

VP Workforce Management

Tampa General Hospital Increases Contact Center Productivity by 50% with Calabrio

Tampa General Hospital

Brent Boostrom

Engineer

Teleperformance China Streamlines Its Outsourcing Projects and Customer Service With Calabrio WFM

Teleperformance

Michael Hernandez

Senior Manager in Workforce Management

Telia Collaborates With Calabrio to Transform the Customer Experience

Telia

Daniel Tikka Zandhers

Head of Workforce Operations

Calabrio Desktop Analytics help leaders shorten hold times while increasing agent engagement

Thomson Reuters

MaryBeth Meloni

Quality Assurance & Analytics Lead

Creating an enterprise-grade virtual assistant in under 8 weeks

UK-Based Telecom Provider Company

Virteva Gains Deep Business Insights with Calabrio ONE

Virteva

Jamey Anderson

Executive Vice President of Operations

Vitas Healthcare Utilizes Calabrio for a Smooth Technology Refresh

VITAS Healthcare

Laura Lukic

Workforce Planning Manager

Webhelp Deploys Brand New Contact Centre Amid COVID-19 Pandemic

Webhelp

Yann Noblot

Chief Technology Officer

Calabrio WFM Supports Zen Growth Strategy and Helps Streamline Their Business

Zen Internet

Lesley Bell

Operations Manager

No matching case studies

Calabrio B2B Case Studies & Customer Successes

Case Studies

Featured Companies

Midan Marketing

Totalize Media

Brand It Advertising