CALABRIO ONE CASE STUDY Erie Insurance Group Gives Contact Center Agents Scheduling Flexibility with Calabrio ONE Introduction This case study of Erie Insurance Group is based on a survey of Calabrio ONE customers by T echValidate, a 3rd-party research service. “Employees want choice in the jobs; they want choices in scheduling and the type of work they do and the tools to change on a minute’s notice. Calabrio delivers on exceeding those expectations.” “Calabrio allows anyone to use speech analytics, quality, and WFO tools without being an expert in contact centers.” “ Challenges The business challenge that led the profiled company to evaluate and ultimately select Calabrio ONE: Agrees that employee engagement is a priority for their contact center. Use Case The key features and functional

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