Companies Choose Calabrio over Aspect



Calabrio ONE Customer Statistic

Organizations that Replaced Aspect with Calabrio Want a Consistent User Experience

95% of surveyed organizations who replaced Aspect agree that it is very important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

95%

Companies Continue to Choose Calabrio over Aspect

22% of surveyed organizations evaluated Aspect prior to choosing Calabrio.

22%

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.

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.

Calabrio ONE Case Study

New York Community Bancorp Chooses Calabrio Over Aspect

Introduction

This case study of New York Community Bancorp is based on a February 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“Calabrio has been a big benefit for our customers and employees.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Wanted contact center growth
  • Evaluated the following vendor prior to choosing Calabrio:
    • Aspect

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: extremely important
    • Unified suite / integration: very important
    • Superior support and services: very important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 9-12 months after deploying Calabrio software.
  • Increased the productivity of their contact center by 20-30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by 25-35% after deploying Calabrio software.

Fortune 500 Company Chooses Calabrio Over Aspect

Introduction

This case study of a Fortune 500 telecommunications 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 is currently used to record 100% inbound calls to our contact center. It is used to improve customer satisfaction through managers’ ability to monitor and score calls and provide agent feedback as well as allows us to review recordings to validate customer disputes.”

“Calabrio is a cost-effective tool used in the contact center environment allowing flexibility in how teams evaluate agent performance and demonstrating ways agents can provide a higher level of customer service.”

Challenges

  • Top drivers for purchasing Calabrio:
    • Wanted contact center growth
    • Standardizing across locations
  • Evaluated the following vendor prior to choosing Calabrio:
    • Aspect

Use Case

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

Results

  • 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: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Reduced costs
    • Improved contact center efficiency
  • Saw a return on investment (ROI) in 6-9 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 ONE Case Study

Desert Financial Credit Union Smooths Contact Center Operations with Calabrio ONE

Introduction

This case study of Desert Financial Credit Union is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“The intuitive interface and all-in-one-suite have enabled us to provide a platform for our agents that is efficient and easy to use. Our scheduling team has found the WFM product to be effective in producing accurate forecasts and making same-day adjustments. The QM product is simple to navigate but robust enough to capture the information we need for coaching. Our entire senior management team uses the QM product to listen to calls and has found it very easy to use and zero-in on the departments we want to focus on.”

Challenges

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

  • Vendors replaced by Calabrio:
    • NICE
    • Aspect
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed a unified suite of products
    • They were unhappy with their previous vendor’s service and support
    • They wanted Calabrio’s ease of use
    • They wanted Calabrio’s new features and functionality
    • They needed to lower their total cost of ownership
  • Agrees that it is very important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

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

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
  • Using the following application in conjunction with their Calabrio software:
    • Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Dynamic Scheduling
    • Evaluation calibration

Paychex thinks “Calabrio is Intuitive, Customizable, and Easy To Use”

Introduction

This case study of Paychex, Inc. is based on a February 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“This software has saved my WFM team hundreds of hours since we began using it. Calabrio has been a huge asset to us in identifying client call patterns, which assists us in enhancing our clients’ experiences. I will not use anything else.”

Would you recommend Calabrio ONE?
“Our specific group is growing to 250+ employees by the end of this year in a hybrid call center environment. The product is intuitive, customizable, and easy to use, which is paramount for our teams.”

Challenges

  • Top drivers for purchasing Calabrio:
    • Wanted contact center growth
    • Needed to automate
    • Are standardizing across locations
    • Were unhappy with an existing vendor
    • Needed an upgrade or technology refresh
  • Evaluated the following vendors prior to choosing Calabrio:
    • Verint
    • Aspect

Use Case

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

Results

  • Rates the following in terms of how much they influenced the decision to purchase Calabrio software:
    • Lower Total Cost of Ownership: important
    • Product features: extremely Important
    • Ease of use: extremely Important
    • Unified suite / integration: very Important
    • Superior support and services: extremely Important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Increased insights into customer behavior
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 3-6 months after deploying Calabrio software.
  • Increased the productivity of their contact center by 30-40% after deploying Calabrio software.
  • Increased their customer satisfaction rates by 15-25% after deploying Calabrio software.
  • Rates Calabrio software 5 out of 5 stars.