Calabrio Call Recording: Product updates, Customer stories, and Insights | 2026 Cuspera

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 comp...lex 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 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 automa...ted 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 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 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 a...fter 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 Fexco improve its outsourced contact centre services. Fexco faced challenges with manual forecasting and scheduling, lacking insights and visibility into past data. Calabrio WFM a...utomated 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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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 ma...nual 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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