Real-World Case Studies and Customer Success Stories with Calabrio ONE

Calabrio WFM helped OTTO manage schedules for 1,600 agents across 15 contact centers. OTTO replaced manual scheduling with automated forecasting... and real-time mobile access. The solution made vacation planning fairer and sped up holiday approvals. Employee participation increased, and automation saved enough time to cover project costs. OTTO improved both manager productivity and agent satisfaction with Calabrio WFM.
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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 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 moved from 25 hours to just... 1 hour per month for workforce scheduling. Calabrio’s automation features replaced manual processes, improving accuracy and freeing up time for strategic work. Forecasting and scheduling are now closely aligned, boosting service levels. Agents gained more control over their schedules, and leadership improved visibility across operations.
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Calabrio helped a global sports apparel retailer save over $20 million by improving contact center efficiency. The company saw a... 250% increase in customer satisfaction and a 225% rise in automation. Calabrio provided managed services, monthly performance reports, and hands-on support. The partnership focused on workforce management and customer engagement. This led to better teamwork, higher performance, and strong operational gains.
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Calabrio partnered with a leading activewear retailer to improve contact center efficiency. The retailer saw a 250% increase in customer... satisfaction and a 225% rise in automation. Calabrio's managed services helped save over $20 million through operational improvements. Monthly performance reports and hands-on support drove measurable change. The partnership strengthened internal collaboration and supported global growth.
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Calabrio helped a leading global activewear retailer boost customer satisfaction by 250%. The company increased automation in its contact center... by 225%. This led to over $20 million in total savings. Calabrio provided managed services, monthly performance reports, and hands-on support. The partnership improved operational efficiency and strengthened internal collaboration.
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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 helped Mersey Care NHS Foundation Trust launch a 24/7 urgent mental health crisis helpline. The new system enabled clinicians... to identify that only 21% of contacts were clinical, freeing up time for urgent cases. Calabrio Analytics reduced after-call note time and reporting, boosting workforce capacity. The solution flagged 15.3% of contacts as repeat callers, helping improve care and reduce repeat calls. Real-time dashboards supported clinician wellbeing and resource management. Monthly call volume rose from 2,000 to 9,000, with 500,000 more people using the service since 2020.
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Calabrio ONE helped Houston Methodist Hospital improve call center productivity and efficiency. Leaders used the platform to access historical data... and set realistic goals for nearly 1,000 agents. The solution made it easy to track agent performance and ensure agents took their breaks. Leaders no longer needed to combine reports from different systems. Calabrio ONE also supported better coaching and a healthier work environment for agents.
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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 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 Cloud helped a large health care provider in the southern US save $185,000 every three months by optimizing workforce management. The provider replaced... outdated SLAs with custom service levels, improving both patient satisfaction and agent engagement. Attrition dropped to near zero after agents gained real-time schedule visibility and more control over their work. The organization eliminated BPO support and used Calabrio data to guide staffing and budgeting. The WFM team became a strategic partner, aligning operations with patient-centered care.
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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 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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Shopify used Calabrio WFM to automate workforce scheduling for its global remote support team. Before, the team spent over 40... hours each week handling leave requests with manual spreadsheets. Calabrio WFM now saves them more than 40 hours weekly by automating leave management. Scheduling managers also save several hours each week with automated calendar creation. The team can now offer more complex and varied schedules, supporting agents in multiple regions and languages.
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Wix used Calabrio to automate scheduling for its 1,400 Customer Care Experts. Manual scheduling once took up to four days... and was prone to errors. With Calabrio, Wix cut scheduling time by 40% and improved adherence by 15%. Scheduling accuracy increased by 10%, and shrinkage dropped by 10%. Customer satisfaction scores rose by 3% as a result of better resource allocation and agent flexibility.
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Shopify used Calabrio WFM to automate agent scheduling and vacation requests. The Workforce Planning team saved over 40 hours per... week on vacation processing. Team leads saved several hours each week managing schedules. Calabrio enabled more complex and varied agent schedules. Shopify expanded support into new regions and languages with Calabrio's flexibility.
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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 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 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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Zen Internet used Calabrio WFM to replace manual Excel-based scheduling in their contact center. Managers now create forecasts and schedules... in minutes instead of half a day. Automated time-off requests save planners significant time. The team increased monthly personal development hours from 12 to 75. Agents use a mobile app to manage shifts and leave, boosting engagement and flexibility.
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Calabrio WFM helped Telia optimize schedules for 4,000 contact center agents. Telia integrated Calabrio with its ACE Premium Cloud platform... to manage omnichannel customer service. Agents use self-service tools to request shifts and time off, improving work-life balance. After success in the contact center, Telia used Calabrio for retail staffing, cutting in-store wait times by 14%. Both agent satisfaction and customer experience improved.
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Calabrio WFM helped DISH Network boost scheduling efficiency by 7%. The company switched to preference-based scheduling for its remote agents.... Employees now set their shift preferences each quarter. The resource team creates optimized schedules that balance staff needs and business goals. This change led to higher employee engagement and less agent attrition.
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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 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 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 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 visibility into their performance and access to a comprehensive call library. The organization expanded QA from 1 to 19 departments and now completes 3,000 to 5,000 evaluations monthly. Customer satisfaction rose by 250%, and automation increased by 225%, saving over $20 million.
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Calabrio ONE helped a leading education services provider boost QA evaluations by 67%. The company replaced manual QA processes and... outdated software with a unified, cloud-based platform. This change enabled 3,000 to 5,000 evaluations per month and expanded QA from 1 to 19 departments. Customer satisfaction rose by 250%, and automation increased by 225%, saving over $20 million. Calabrio ONE improved agent engagement and student experience across the organization.
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Calabrio ONE helped a leading education services provider boost QA evaluations by 67%. The company replaced manual, outdated QA tools... with a cloud-based platform. This change enabled real-time performance insights and streamlined call reviews. Customer satisfaction rose by 250%, and automation increased by 225%. The improvements saved over $20 million and expanded QA from 1 to 19 departments.
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Calabrio ONE helped a major educational services provider boost quality assurance evaluations by 67%. The company replaced manual processes with... a unified cloud platform, improving transparency and agent engagement. Monthly evaluations rose to 3,000–5,000, expanding from 1 to 19 departments. Customer satisfaction increased by 250%, and automation grew by 225%. The organization saved over $20 million, showing strong operational efficiency gains.
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Assurity used Calabrio ONE to manage a contact center that grew four times in size. The company replaced manual Excel... scheduling with automated workforce optimization in the cloud. 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 helped speed up fraud investigations and improve agent coaching. Assurity now delivers consistent customer service across all agents.
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Calabrio unified Allegiance Benefit Plan Management’s quality, workforce, and performance data into one platform. Before, coaches spent hours compiling reports... and agents waited for monthly updates. Now, dashboards show real-time metrics and coaching plans. Agents track their progress daily. Supervisors and coaches give faster, data-driven feedback. The company saved significant time and improved agent engagement. Coaching and performance conversations are now transparent and collaborative.
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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 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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Nationwide used Calabrio WFM to upgrade its workforce management. The solution replaced a legacy tool and integrated with Amazon Connect... and QStory. Calabrio WFM enabled real-time data use for forecasting and scheduling. The Planning team saved significant time, improving customer support. Seamless integration ensured no operational disruption during rollout.
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Calabrio WFM helped Fexco improve forecasting accuracy in its outsourced contact centres. The automated system made scheduling easier and more... reliable. Managers now use real-time data to adjust staffing and meet KPIs. Agents access schedules on mobile, swap shifts, and set preferences. Employee engagement and productivity increased across all channels.
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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 Bot Analytics helped Gordon Food Service cut manual transcript analysis from 80% to 20% of one team member's time. Handle time dropped... by 80%. The bot 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 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 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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