Contact Center WFO: The Modern, Friendly Alternative

Learn why more companies are making the switch to Calabrio



Calabrio Customer Satisfaction Rating

A Contact Center Analyst at a S&P 500 retail company would be very likely to recommend Calabrio for this reason:

I’ve worked with many systems, including Aspect and Verint, and I feel that Calabrio has the best mix of tools from a WFM perspective.

Calabrio ONE Case Study

Carlson Wagonlit Travel Replaces, Sees Improved Contact Center Efficiency

Introduction

This case study of Carlson Wagonlit Travel is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

  • Used the following WFO solution prior to selecting Calabrio:
    • Verint
  • Switched from their previous solution because of Calabrio’s:
    • Lower total cost of ownership
    • Product features
    • Ease of use
    • Unified suite/integration
    • Superior support and services

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Using the following Calabrio ONE module:
    • Call Recording
  • Uses the following metric to measure their contact center’s performance:
    • Customer Satisfaction (CSAT)

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Experienced the following benefits since deploying Calabrio:
    • Improved customer satisfaction
    • Reduced costs
    • Improved contact center efficiency
    • Increased employee engagement
    • Increased insights into customer behavior

Calabrio ONE Case Study

Enterprise Financial Services Company Replaces Verint, Realizes Cost Savings with Calabrio

Introduction

This case study of a Large Enterprise Financial Services Company is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Calabrio costs less and focused us on what we need rather than a lot of features we don’t need.”

“Calabrio has good features and is easy to use.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE over Verint:

  • Lower total cost of ownership
  • Ease of use
  • Unified suite/integration

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Using the following Calabrio ONE modules:
    • Call Recording
    • Quality Management
    • Workforce Management
    • Analytics
  • Uses the following metrics to measure their contact center’s performance:
    • Customer Satisfaction (CSAT)
    • First Contact Resolution (FCR)

Results

The surveyed company achieved the following result with Calabrio ONE:

  • Reduced costs

Calabrio ONE Customer Testimonial

After Replacing NICE, Insurance Company Sees Improved Reporting, Monitoring, and Scheduling with Calabrio

With Calabrio, we’ve had easier and more efficient reporting, monitoring, and scheduling.

Business Professionals, Medium Enterprise Insurance Company

Calabrio ONE Customer Satisfaction Rating

Calabrio Continues to Beat the Competition within the Insurance Industry

An Engineer of a large enterprise insurance company would be likely to recommend Calabrio ONE for this reason:

I like the ease of use with Calabrio. I do not have to manage it nearly as often as I would some of the other solutions we have had and migrated from.

Calabrio ONE Customer Satisfaction Rating

Calabrio ONE Continues to Beat the Competition

Scott Byl, an Engineer at Unity Health Plans Insurance Corporation, would be likely to recommend Calabrio ONE for this reason:

Of the products I have used for recording and evaluation, I haven’t seen anything beat Calabrio ONE yet.

Calabrio ONE Customer Satisfaction Rating

Calabrio, the Modern, Friendly WFO Vendor

An IT Administrator of a large enterprise insurance company would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE is easier to install than most competitors and offers many features to improve call centers.

Calabrio ONE Customer Satisfaction Rating

10 out of 10: “Calabrio ONE Gives us Everything we Need”

Jamey Anderson, an EVP of Operations at Virteva, would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE gives us everything we need for both WFM and QM. Calabrio has the combination of a solid product and great customer service that set them apart from the competition.

Calabrio ONE Customer Statistic

Companies Continue to Choose Calabrio over InContact

16% of surveyed organizations evaluated inContact prior to choosing Calabrio.

16%

Calabrio ONE Case Study

Large Enterprise Health Care Company Chooses Calabrio Over the Competition

Introduction

This case study of a large enterprise health care company is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Calabrio is a powerful tool that is easy to implement.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

  • Top drivers for purchasing Calabrio:
    • Wanted contact center growth
    • Were unhappy with an existing vendor

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Application used in conjunction with Calabrio software:
    • The Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Rates the following in terms of how much they influenced the decision to purchase Calabrio software:
    • Lower Total Cost of Ownership: very important
    • Product features: very important
    • Ease of use: very important
    • Unified suite / integration: very important
    • Superior support and services: very important
  • Benefits experienced since deploying Calabrio software:
    • Met regulatory compliance standards
    • Reduced costs
  • Saw a return on investment (ROI) in > 24 months after deploying Calabrio software.
  • Increased the productivity of their contact center by up to 10% after deploying Calabrio software.
  • Increased their customer satisfaction rates by up to 15% after deploying Calabrio software.

Calabrio Continues To Deliver Superior Customer Service

53% of surveyed organizations who were unhappy with their previous vendor’s rate, agree that Calabrio’s support and services were extremely important in their decision to purchase Calabrio software.

53%

Companies Choose Calabrio Over Verint

An End User of a medium enterprise food company was very satisfied after making the move to Calabrio:

We recently switched to Calabrio from Verint and we are extremely pleased with that decision.

Calabrio Continues to be the Top Choice for WFO

What other vendors did you evaluate or use prior to choosing Calabrio?

NICE
37%
Verint
37%
Aspect
22%
inContact
16%
Genesys
16%
Interactive Intelligence
11%
Zoom
4%
Collab
2%

Relieve Supervisor Workload with the Ease of Calabrio ONE

Our contact center supervisors are now much happier with the product and it is making their job much easier.

System Administrator, Non Profit

Increase Contact Center Productivity with Calabrio ONE

70% of surveyed organizations who selected Calabrio over Aspect increased the productivity of their contact center by 10-20% or more after deploying Calabrio software.

Increase Contact Center Productivity with Calabrio ONE

62% of surveyed organizations who selected Calabrio over NICE increased the productivity of their contact center by 10-20% or more after deploying Calabrio software.

Calabrio ONE Improves Contact Center Efficiency

60% of surveyed organizations who selected Calabrio over Aspect have improved contact center efficiency since deploying their Calabrio software.

Retailers Who Choose Calabrio Increase Customer Satisfaction

58% of surveyed Retailers who chose Calabrio over NICE have improved customer satisfaction since deploying their Calabrio software.

Calabrio Continues to Win over Verint

56% of surveyed organizations who were unhappy with an existing vendor evaluated or used Verint prior to choosing Calabrio.

56%

Calabrio Continues to Win over NICE

55% of surveyed organizations who were unhappy with an existing vendor evaluated or used NICE prior to choosing Calabrio.

55%