A specialized travel agency support center, Delta Air Lines’ 24/7 global sales support center employs more than 220 employees possessing 40-50 different skill sets who are located across six countries. That’s why Delta needed to migrate its on-prem Calabrio Workforce Management (WFM) solution to the Microsoft Azure Cloud: it needed to enable complex support center operations that “followed the sun” while increasing the center’s operational speed and adaptability.

Providing global support meant the existence of multiple work rules based upon skill and language—all of which required users to take quick, intelligent action in a real-time environment. In addition, Delta’s always-on, complex business required a WFM solution with real-time flexibility and advanced forecasting capabilities in order to meet business continuity requirements and customer needs. Unpredictable weather patterns, for example, can negatively affect the center’s speed and service level by changing call volumes at a moment’s notice.

Lastly, Delta also needed a WFM solution that could work hand-in-hand with its existing automatic call distribution (ACD) system.

Delta Air Lines upgraded its Calabrio WFM solution to the Microsoft Azure Cloud, then deployed Calabrio’s Advanced WFM package—which features advanced capabilities like real-time monitoring and adaptivity—to strengthen its support center’s operational excellence.

Calabrio WFM’s quick-action tool, for example, allows for easy schedule modifications across the globe and easy skill re-routing.

Moving WFM to the cloud has solved a growing need within Delta’s service center for high, round-the-clock functionality, and quick responsiveness and adaptivity to changing service volumes.

It also better supports future expansion. Delta Air Lines is confident that adding new support center employees—and opening new support center locations—will be done with speed and ease from now on.