Calabrio Workforce Management: Use-Cases, Insights and Reviews | 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 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 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 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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