Getronics Delivers Consistent, Superior CX Across All Service Centers | Calabrio

Getronics Delivers Consistent, Superior CX Across All Service Centers

Uniform call recording
across sites

Consistent quality management

Automated quality
assurance processes

Better support of
expanding virtual workforce

At a Glance

Company Getronics

Industry Technology/IT Services

Region Global

Products Used Calabrio WFM, Calabrio Quality Management

About Getronics

Getronics serves more than 2,000 customers and has over 3,900 colleagues in 23 countries across Europe, Asia Pacific and Latin America. Getronics’ transformation portfolio brings strong capability and expertise encompassing market-leading digital workplace, business applications, cloud services, security and smart space IOT solutions that help businesses prosper and thrive.

IT services firm unifies call recording and quality management across international contact centers


With broad expertise in workspace management, applications and consulting, Getronics delivers innovative solutions that help knowledge and mobile workers collaborate productively, securely and effectively, whenever and wherever they are.

Getronics’ service center aims to act as a single point of contact for clients looking to resolve IT and select business issues. But its operations were widespread—the company’s America’s system is located in Boston, Massachusetts, for instance, and handles quality management efforts across sites in Houston, Texas, and Mexico City, while a European system based in Brussels, Belgium, handles quality management for call centers across Europe and Asia.

Leaders couldn’t achieve optimal service center efficiency because they couldn’t quickly, seamlessly shift call center tasks between global service center locations as needed. They also couldn’t configure their current recording system to cover agents in remote locations.

In addition, leaders needed to find a way to manage quality metrics across the multiple contact centers while monitoring a growing number of work-from-home agents.


Getronics uses Calabrio Quality Management to record and assess calls across its distributed, VoIP-based contact center operations.

Now Getronics can uniformly record, retrieve and evaluate calls from all international service center locations based upon set business principles.

When we were first offered Calabrio Quality Management as a proposed solution, we were intrigued by the innovative architecture, simple administration and impressive roadmap. We have found that it has been precisely the right fit for our business.”

Vice President of Integrated Managed Service Delivery


With Calabrio Quality Management, contact center leaders now can support call recording and quality management across all international locations.

They, for example, can easily identify appropriate customer interactions for evaluation based upon specific business rules, and customize evaluation forms accordingly as their business needs and rules change.

These new initiatives help Getronics uphold service-level agreements with clients while continuing to be responsive to customer needs and incorporating customer feedback into product development whenever possible.

More stories from Calabrio Customers


Learn how Shopify diversified its customer service by evolving from manual spreadsheets to modern, automated scheduling


Read Paychex’s story to learn how they got organizational-level insights from Calabrio


Read how Rackspace powers automated, data-driven staffing with Calabrio ONE

Start typing and press Enter to search

Send this to a friend