Multiple disparate systems, applications and services riddled Rackspace Technology’s customer service environment. Agents had no way to see a single queue of support tickets and no way to map back to service level agreements (SLAs), while managers were forced to forecast using an assortment of different tools. The result? Agents were over-provisioned during peak times.

To improve customer satisfaction and agent engagement, Rackspace knew it needed an automated, data-driven way to synthesise and manage support tickets originating from multiple systems. It also needed better forecasting and adherence reporting in order to prevent overprovisioning of agents.

Custom application programming interfaces (APIs) pull support tickets from disparate systems—including systems of newly acquired companies—into a Calabrio-powered, interactive service queue, where ticketing processes are measured against multiple SLA tiers, then adjusted as needed.

Calabrio WFM also helps Rackspace contact centre leaders better manage agent skillsets and scheduling while empowering agents to self-manage their own work. Calabrio WFM also gives leaders critical insight into volume workload and the time required to complete each contact centre interaction.

With its new, Calabrio-powered approach, Rackspace delivers an altogether better customer and agent experience. It reduced support ticket queue backlogs by 41%, latency by 29%, and—since customers no longer need to call back regarding unresolved tickets—ticket volumes by 7.5%.

Calabrio also enabled Rackspace contact centre managers to grow the accuracy of their forecasts to 96% (as of April 2019) while substantially reducing the time required to create them.

By integrating Calabrio with its ACD, Rackspace also improved agent scheduling and adherence. Leaders now can ensure the right number of agents are available at any given time, and it’s much easier to report on irregular agent behavior.