Calabrio Quality Management: Use-Cases, Insights and Reviews | 2025 Cuspera

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 schedul...ing 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 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 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 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 t...ime 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 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 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 Calab...rio 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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