Calabrio Workforce Management: Product updates, Customer stories, and Insights | 2026 Cuspera

Calabrio ONE half einem führenden Bildungsdienstleister, die QA-Bewertungen um 67% zu steigern. Das Unternehmen ersetzte manuelle Prozesse durch eine cloudbasierte Plattform für Qualitätsmanagement u...nd 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 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 performa...nce 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 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 Paychex unify its contact center workforce management. Paychex replaced three siloed systems with one platform. This improved agent scheduling and forecasting. Paychex saw $500,00...0 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 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 solu...tion 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 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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