Real-World Case Studies and Customer Success Stories with Calabrio Advanced Reporting

Calabrio Cloud helped a large health care provider save $185,000 every three months by optimizing workforce management. The provider replaced... outdated SLAs with custom service levels for each contact center. Agent attrition dropped to near zero. Calabrio dashboards and mobile app gave agents real-time schedule visibility. The organization eliminated BPO support and improved patient satisfaction.
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Calabrio ONE helped Mersey Care NHS Foundation Trust improve its mental health crisis services. The Trust needed a 24/7 urgent... mental health helpline to meet rising demand and strict response times. Calabrio's platform enabled better data insights and multi-channel support. The solution identified that 21% of contacts were clinical and 15.3% were repeat callers. It also reduced time spent on after-call notes and reporting.
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Calabrio ONE helped Houston Methodist Hospital improve call center performance. The hospital used workforce management to boost agent productivity and... efficiency. Leaders gained access to data for better goal-setting and coaching. Nearly 1,000 agents across 40+ locations benefited. The solution protected agent well-being while raising service quality.
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Calabrio helped Mersey Care NHS Foundation Trust transform its mental health crisis helpline. The solution integrated Cisco Webex Contact Center... and Calabrio, enabling real-time analytics and text-to-speech features. Clinicians reduced time on after-call notes, and only 21% of contacts were found to be clinical, freeing up resources. The system identified 15.3% of contacts as repeat callers, supporting targeted interventions. Monthly call volume rose from 2,000 to 9,000, with 500,000 more users since 2020.
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Calabrio ONE helped Wix cut time spent on agent scheduling by 40%. Wix's Customer Care Team supports 282 million users... worldwide, but manual scheduling was slow and error-prone. Analysts took up to four days to create schedules using spreadsheets. Calabrio automated the process, reducing errors and making it easier to adjust shifts. This improved adherence and reduced shrinkage across shifts.
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Calabrio WFM helped Shopify manage a global, remote support team. Shopify struggled with manual scheduling and vacation requests using spreadsheets.... The process took over 40 hours per week for vacation requests alone. Calabrio WFM automated scheduling and vacation processing. Shopify saved 40+ hours per week on vacation requests and several hours per week managing schedules. The team gained more flexible and varied scheduling options for agents.
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Calabrio WFM helped Zen Internet boost contact center efficiency. Manual Excel scheduling was slow and hurt customer experience. Calabrio automated... forecasting and scheduling, saving hours each week. Managers now make faster, better staffing decisions. Agents use a mobile app to swap shifts and request time off. Time for employee development grew from 12 to 75 hours monthly. Staff engagement and customer service both improved.
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Calabrio helped Wix cut agent scheduling time by 40%. Wix replaced manual spreadsheets with Calabrio's workforce management solution. Scheduling now... takes hours instead of days, reducing errors and improving accuracy by up to 10%. Adherence improved by 15% and is expected to reach 90%. Shrinkage dropped by 10%, and customer satisfaction (CSAT) increased by 3%.
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Calabrio WFM helped Zen Internet improve contact center efficiency. Managers replaced manual Excel planning with automated forecasting and scheduling. The... new system made it easy for agents to check shifts, request changes, and get instant leave responses. Managers can now run quick forecasts and create schedules years in advance. The solution increased operational efficiency, saved time, improved visibility, and boosted employee engagement.
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Calabrio ONE helped Telia Company AB improve workforce management for its contact center and retail staff. Telia used automated scheduling... to optimize agent shifts and boost agent happiness. The solution led to a 14% decrease in store wait times. Telia now delivers better customer experiences across phone, digital, and retail channels. The platform supports 4,000 agents handling nine million queries each year.
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Calabrio WFM helped Telia cut store wait times by 14%. Telia used automated workforce management to improve schedule optimization and... agent adherence. Agents now use a self-service tool to request shifts and time off. The solution made it easier for managers to handle changes and for agents to plan their lives. Telia expanded Calabrio WFM to retail stores, making staff and customers happier.
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Calabrio helped a leading activewear retailer achieve over $20 million in savings. The company saw a 250% increase in customer... satisfaction and a 225% boost in contact center automation. Calabrio provided managed services, monthly performance reports, and hands-on support. This partnership improved workforce efficiency and customer engagement. The retailer strengthened internal collaboration and scaled global operations.
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Calabrio WFM helped a leading home retailer cut scheduling time by 96%. The company went from spending 25 hours to... just 1 hour a month on workforce scheduling. Calabrio's Professional Services team rebuilt their scheduling system and added automation for vacation and overtime. Forecasting accuracy improved, and agents gained more control over their schedules. The retailer now enjoys better efficiency, higher employee engagement, and improved customer service.
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Calabrio WFM helped OTTO improve workforce management for 1,600 agents. OTTO moved from manual scheduling to automated, mobile-accessible schedules. Managers... now create forecasts and schedules faster. Agents can view and trade shifts on their phones. Holiday and vacation planning is now fair and quick. This led to better agent engagement and higher productivity.
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Calabrio unified Quality Management, Workforce Management, and Performance Management for Allegiance Benefit Plan Management. Before Calabrio, Allegiance struggled with disconnected... data, manual reporting, and limited agent visibility. The new platform gave agents and supervisors real-time access to performance data. This eliminated hours of manual work and increased agent engagement. Allegiance now makes faster decisions and has a stronger, data-driven coaching program.
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Calabrio ONE helped Assurity move its contact center to the cloud. Assurity needed a better way to schedule agents after... growing its team four times in size. The company replaced manual Excel scheduling with Calabrio ONE’s workforce optimization platform. In just two months, the post-issue team saw a 19% increase in answer rate and a 41-second drop in wait time. Fraud investigations became faster and customer service improved.
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Calabrio ONE helped Assurity move its contact center to the cloud after a fourfold increase in agents. The company replaced... manual scheduling with automated workforce optimization. In just two months, the post-issue team saw a 19% increase in answer rate and a 41-second drop in wait time. Calabrio's analytics also sped up fraud investigations and improved agent coaching. Assurity now delivers consistent customer service and better manages staffing.
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Calabrio ONE helped Gordon Food Service cut manual bot analysis from 80% to 20% of their time. The team used... AI-powered insights to automate transcript review and identify key topics faster. Handle time dropped by 80%. The bot automation score rose from 58% to 63%. The bot experience score improved from 80 to 84. Containment rate increased from 81% to 87%.
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Calabrio Bot Analytics helped Gordon Food Service cut manual transcript analysis from 80% to 20% of staff time. Handle time dropped... by 80%. The automation score rose from 58% to 63%. Bot experience score improved from 80 to 84. Containment rate increased from 81% to 87%. The team now manages ten bots with just three staff, boosting efficiency and customer satisfaction.
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Calabrio WFM helped Nationwide upgrade its workforce management. Nationwide needed a flexible tool to handle complex scheduling and integrate with... Amazon Connect and QStory. Calabrio WFM was chosen after a detailed review. The solution was implemented remotely during the COVID-19 pandemic. Staff onboarding used recorded content for easy learning. Calabrio WFM improved scheduling, resource planning, and workforce engagement for Nationwide.
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Calabrio WFM helped Nationwide upgrade its workforce management. The solution replaced a legacy tool and integrated with Amazon Connect and... QStory. Nationwide improved scheduling and forecasting for its contact centre teams. The Planning team saved time and boosted efficiency. Calabrio's user-friendly interface and automation features made tasks easier. The implementation caused no operational disruption.
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Calabrio ONE helped Paychex save over $500,000 a year in productivity. The company unified its workforce management systems to improve... contact center efficiency. Agent adherence grew by 20%. Intraday optimization increased by 45%. Forecasting accuracy reached within 5% of actuals in just 10 weeks. Paychex now delivers a better client experience with streamlined operations.
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Calabrio WFM helped N-Allo improve forecasting accuracy and planning transparency. The company manages up to 1,500 employees across five multilingual... locations. Calabrio's analytics enabled better capacity alignment and reduced scheduling complaints. Employee satisfaction rose as staff gained more control over their schedules. N-Allo now uses self-service options to support work-life balance and plans to expand scenario analysis.
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Calabrio ONE helped Paychex unify its contact center workforce management. Paychex replaced three siloed systems with one platform. This improved... agent scheduling and forecasting. Paychex saw $500,000 in annual productivity savings. Agent adherence grew by 20%. Intraday optimization increased by 45%. Forecasts matched within 5% of actuals in the first 10 weeks.
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Calabrio ONE helped JF Medier automate workforce management in their busy contact center. The team managed seven workloads and handled... thousands of calls and emails each month. Before Calabrio, all scheduling and forecasting was manual and time-consuming. With Calabrio ONE, forecast accuracy improved to within 2-3% of actuals. Active phone time increased by 25-30%. 80% of calls were answered within 60 seconds, and the average abandon rate dropped to 7%.
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Calabrio ONE helped Greater Western Water move to a cloud-based contact center during the COVID-19 pandemic. The old system was... hard to use and did not support remote work. Calabrio ONE made it easy to manage remote agents and record calls. The solution saved AU $2,000 per month by removing a third-party vendor. The contact center now answers 260,000 calls a year, with an average answer time of 30 seconds.
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Calabrio ONE helped a leading educational service provider boost QA evaluations by 67%. The company replaced manual QA processes with... a unified, cloud-based platform. Agents gained real-time performance dashboards and access to a comprehensive call library. The provider expanded QA from 1 to 19 departments. Customer satisfaction rose by 250%, and automation increased by 225%, saving over $20 million.
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Calabrio ONE Workforce Management helped Home Group improve scheduling in their contact centre. Home Group faced problems with their old... WFM tool as their team grew to 150 employees. They chose Calabrio WFM for better forecasting, scheduling, and analytics. After using Calabrio, Home Group saw a 20% increase in scheduling efficiencies. The solution supports over 125,000 customers in 55,000 homes across England and Scotland.
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Calabrio WFM helped the Finnish Tax Administration improve back-office operations. Before, leaders had no visibility into daily work and used... manual spreadsheets for 3,500 agents. Calabrio WFM automated scheduling and work distribution. This led to a 10-20% decrease in backlog. Workers became happier and more productive. The solution enabled better prioritization of tasks and improved work-life balance.
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Calabrio ONE helped Twilio achieve a 546% ROI after switching to the platform. Twilio Flex and Calabrio ONE work together... to give full flexibility and deep customer experience analytics. The solution lets Twilio use customer interaction data to make better business decisions. Managers can engage employees and improve customer service with workforce optimization tools. The platform supports personalized customer interactions and strong brand protection.
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Calabrio ONE helped a leading global sports apparel retailer save 20 million dollars. The company needed to boost workforce efficiency... and customer engagement. Calabrio provided managed services, coaching, and monthly performance reports over three years. The retailer saw a 250% increase in customer satisfaction and a 225% rise in contact center automation. Calabrio's partnership drove measurable operational improvements and cost savings.
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Calabrio ONE helped a leading home retailer cut scheduling time by 96%. The company had trouble managing a large, flexible... workforce with manual processes. Before Calabrio, scheduling took over 25 hours a week. With Calabrio ONE, it now takes just 1 hour. The retailer improved workforce management and adapted better to changing business needs.
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Calabrio ONE helped a large health care provider in the southern US save $185,000 every three months by improving workforce management. The provider supports... 1,800 contact center agents handling complex patient needs. Before Calabrio, staffing inefficiencies and long call times hurt performance. With Calabrio ONE, the provider optimized staffing and reduced customer attrition to near zero. The solution improved efficiency and patient service in a high-touch environment.
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Calabrio Workforce Management helped N-Allo manage complex, multilingual customer contact operations across five locations. N-Allo needed a flexible solution to... handle planning for hundreds of advisors serving banks, energy, and logistics clients. Their old workforce management tool was too rigid for their dynamic needs. Calabrio's platform enabled better scheduling and resource allocation. This improved service quality and future-proofed N-Allo's operations.
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Calabrio ONE helped a leading global activewear retailer save over $20 million by improving operational efficiency. The company saw a... 250% increase in customer satisfaction and a 225% boost in contact center automation. Calabrio ONE enabled better workforce management and digital transformation. The retailer strengthened internal relationships and aligned teams for growth. These changes supported international expansion and a premium customer experience.
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Calabrio ONE helped a leading global activewear retailer save over $20 million. The company needed to boost workforce efficiency and... customer service. Calabrio provided managed services, monthly performance reports, and hands-on support. Customer satisfaction rose by 250%. Automation in the contact center increased by 225%. The partnership drove major operational improvements and cost savings.
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Calabrio ONE half einem führenden Bildungsdienstleister, die QA-Bewertungen um 67% zu steigern. Das Unternehmen ersetzte manuelle Prozesse durch eine cloudbasierte... Plattform für Qualitätsmanagement und Anrufaufzeichnung. Mit dem neuen QA-Dashboard und einer Anrufbibliothek verbesserte sich die Transparenz und das Coaching der Agenten. Die Kundenzufriedenheit stieg um 250%. Die Automatisierung nahm um 225% zu und sparte über 20 Millionen Dollar.
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Calabrio ONE helped a major education services provider boost quality assurance evaluations by 67%. The company replaced manual, outdated systems... with Calabrio ONE’s cloud platform. This unified solution enabled real-time performance dashboards and easier call reviews. Monthly evaluations rose from 3,000 to 5,000, and the program expanded from 1 to 19 departments. Agents gained more transparency and engagement, improving student experiences.
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Calabrio ONE helped a leading global activewear retailer save $20 million. The company wanted to boost workforce efficiency and improve... customer engagement. Calabrio ONE delivered a 250% increase in customer satisfaction and a 225% rise in contact center automation. The retailer now operates with greater efficiency and better customer service.
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Calabrio ÉÉN helped a leading education service provider boost QA evaluations by 67%. The company supports thousands of students in... bachelor, master, and doctoral programs. Their old QA system was manual and inefficient, using Excel and outdated software. Calabrio ÉÉN brought consistency, insight, and transparency to their quality program. The provider now completes 3,000 to 5,000 evaluations per month and expanded QA from 1 to 19 departments.
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Calabrio WFM helped Fexco improve its outsourced contact centre services. Fexco faced challenges with manual forecasting and scheduling, lacking insights... and visibility into past data. Calabrio WFM automated forecasting and scheduling, giving leaders better control and flexibility. The solution enabled more accurate staffing plans, improved intraday planning, and empowered agents with mobile access. Fexco saw higher productivity, greater forecasting accuracy, and more employee engagement.
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