CASE STUDY 1 Rackspace Powers Automated, Data- Driven Staffing with Calabrio ONE OVERVIEW Rackspace’s proactive, results-obsessed approach to serving customers has helped it become—and remain—one of the world’s largest technology services providers. That same focus on differentiated customer service resulted in Rackspace’s implementation of the Calabrio ONE cloud platform. T oday, Calabrio helps Rackspace maintain superior customer satisfaction and agent engagement by better managing support tickets and scheduling to ensure the right number of agents are available at the right time. MULTIPLE SYSTEMS, MANUAL PROCESSES JEOPARDIZED COVETED CUSTOMER SATISFACTION Multiple disparate systems, applications and services riddled Rackspace’s customer service environment. Agents had no way to

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