When leaders from Banner Bank, CoverMyMeds (McKesson), and Memorial Hermann took the stage at C3, Calabrio’s annual Customer Connect Event, their industries couldn’t have looked more different: banking, pharmaceuticals, healthcare. Yet, their stories carried the same refrain: Calabrio is rewriting what it means to work in customer service.
The conversation revealed a future that feels both human and high-tech, where AI empowers, not replaces; where agents find career pathways, not just call queues; and where innovation delivers results that truly matter.
Empowering Agents Through AI
Across the panel, there was one consistent message: AI isn’t here to replace agents – it’s here to empower them.
At McKesson, Erica Kuhn described how AI is taking away repetitive tasks so agents can focus on helping patients live healthier lives. “We want to help our agents not be scared of AI,” she explained. “By using Calabrio, we can move them to higher-value work where they can make the biggest impact.”
Agents are already seeing the benefit. One QA lead, new to Calabrio, shared:
“I love Calabrio. I’m flying through call audits. The interaction summaries are clutch, I go into the call already knowing the outcome and have the right resources ready. I’ve done over 40 audits on top of my normal work, and I don’t even feel stressed.”
At Banner Bank, AI-powered chat and phone virtual assistants now deflect over 50% of interactions, allowing agents to focus on high-touch conversations like fraud cases or loan applications.
For Memorial Hermann, the focus is on using AI to support workforce teams with analysis, while ensuring patients receive empathetic, in-house care.
Driving Career Growth and Flexibility
Contact centers are no longer just about schedules and call queues, they’re becoming engines of professional development.
Banner Bank uses dynamic, real-time data in Calabrio to highlight where agents need support, opening up career pathways such as promotions into mortgage technician roles.
Calabrio also enables flexible scheduling, giving employees balance while still meeting business demand.
McKesson built an internal intelligence team promoted from within, giving employees opportunities to upskill while helping the organization harness the full power of Calabrio insights.
These stories prove that when agents have visibility into their performance and access to new roles, they become more engaged, motivated, and invested in delivering great experiences.
Innovation That Delivers Results
Innovation was another strong thread across the panel, and more importantly innovation that delivers measurable business impact.
McKesson has cut audit times by eight minutes per interaction with interaction summaries, while also piloting new sentiment analysis tools to measure empathy in conversations.
Banner Bank continues to roll out voice verification, enhancing both security and efficiency in customer interactions.
Memorial Hermann has eliminated costly BPO contracts, saving $180,000 every two months while ensuring that patients receive care from in-house agents who are deeply invested in outcomes. As Chris Trujillo put it:
“In healthcare, we might be taking a patient’s call on their worst day. Caring matters, and investment matters. Calabrio allows us to keep that work in-house, where it means the most.”
The Future of the Contact Center
From banking to healthcare, the themes were clear: AI and analytics are not about replacing people, they’re about unlocking their potential. By removing repetitive tasks, surfacing real-time insights, and enabling innovation, Calabrio helps organizations create happier agents, healthier businesses, and more empathetic customer experiences.
