Case Studies & Testimonials

With actionable data and real-time analytics at their fingertips, agents are empowered to self-assess their customer interactions.

Analyzing hold times among new agents helps Thomson Reuters pinpoint training opportunities.

Improving agent apologies decreases formal customer complaints by 43%, while growing rep satisfaction by 26%.

Check out how the winners of the second annual Calabrio Analytics Competition were able to improve NPS, decrease hold times and lower customer escalations with Calabrio Analytics.

By eliminating unnecessary calls to its Tier 2 Tech Support team, Bluegrass Cellular customers are happier and more satisfied.

Radial saw dramatic improvements in customer satisfaction and metrics related to customer perceptions, such as rep knowledge and rep demeanor.

Superior Propane implemented a multi-pronged strategy incorporating increased agent empowerment, process improvements and agent training to improve customer retention and AHT.

The first annual Calabrio Analytics Competition bestowed honors upon three companies for the incredible work accomplished using Calabrio Analytics to improve and advance their contact center operations. Download the Ebook to learn more

Radial uses Calabrio ONE, deployed in the cloud to drive a sophisticated analytics program.

Rentalcars.com increases employee engagement in its 24-hour multi-lingual contact center with Calabrio Teleopti WFM.

Calabrio helps Rackspace maintain superior customer satisfaction and agent engagement by better managing support tickets and scheduling to ensure the right number of agents are available at the right time.

National Express schedules 180 frontline staff to handle customer interactions with Calabrio Teleopti WFM.

Paychex is now able to cut across the business to get organizational-level insights, something the company’s leaders have deemed critical.

Support Services Group increases productivity by 5% with Calabrio Teleopti WFM. Read to learn more.

Assurity Life Insurance Company raises the bar for customer service with Calabrio ONE

Calabrio Teleopti WFM Insights improves Addison Lee’s reporting and unleashes their analytics genius.

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

Hear how Calabrio Teleopti WFM has impacted Fexco’s contact center operations.

Boston Children’s Hospital uses Calabrio to create world-class customer experiences.

Grand Canyon University achieves collaborative QA with Calabrio.

Read this case study to learn how Broadway Bank experienced increased employee engagement after deploying Calabrio ONE.

Zen found a true WFM partner to help their agents take control of their schedules with Calabrio Teleopti WFM.

Shopify uses Calabrio Teleopti WFM and built new guidelines for scheduling, optimized for growth across regions and languages.

See how Erie Insurance achieved less than a 5% turnover rate since deploying Calabrio ONE.

Read how Americo Financial Life and Annuity increased their customer satisfaction rates by up to 20% since deploying Calabrio.

Learn how a medium enterprise insurance company increased the productivity of their contact center by 10-30% after deploying Calabrio software.

This case study of a medium enterprise insurance company is based on a November 2018 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

A large retail enterprise company wanted Calabrio’s new features and functionality across all of their contact centers. Read the full case study here.

Telia optimizes their customer journey at every touchpoint with Calabrio Teleopti WFM.

A Middle Eastern bank chose Calabrio ONE and gained a technology refresh coupled with modern architecture.

Smile Brand has experienced reduced costs, improved contact center efficiency and improved employee satisfaction since deploying Calabrio ONE.

Halo BCA and Calabrio work in tandem to uphold BCA’s motto to be ‘Always by your side.’

A medium enterprise hospitality company replaced their previous WFO solution with Calabrio ONE due to its seamless integration with Cisco. Read the case study here.

Teleperformance China accelerates its account implementation and streamlines its customer service processes with Calabrio Teleopti WFM.

Calabrio Analytics provides insights into customer sentiment after a major policy change.

Hospital avoids compliance fines with Calabrio Analytics

Cygnific saves 30 man-hours per week with Calabrio’s advanced contact center reporting tool.

The City of Vancouver reduced agent turnover and accommodated outstanding growth with Calabrio Workforce Management.

E.ON uses Calabrio Teleopti WFM to have a presence where its customers are.

Powersports Vehicle Manufacturer improves multichannel customer service.

Tampa General Hospital increased their customer satisfaction rates by more than 35% since deploying Calabrio

New York Community Bancorp saw a return on investment (ROI) in 9-12 months after deploying Calabrio ONE.

Jysk Fynske Meider uses Calabrio Teleopti WFM to offer management clear insights and measure its contact center’s targets.

A large enterprise hospitality company chose Calabrio ONE to analyze their contact center data and gain business insights.

Learn how AXA saw an ROI on their investment with Calabrio in 3-6 months.

Calabrio Teleopti WFM helped CEGA maintain high levels of customer service and staff engagement.

Coffee Company tracks coupon effectiveness with Calabrio Analytics.

A European bank replaced their NICE system with Calabrio ONE to reduce their total cost of ownership.

Desert Schools Federal Credit Union replaced their NICE and Aspect systems with Calabrio ONE and reduced agent turnover. Read the full case study here.

A fortune 500 company saw a 6-9 month return on investment (ROI) after deploying Calabrio software.