Propel Your Organization Forward with Calabrio WFM

A collection of testimonials from customers who utilize Calabrio workforce management



Calabrio Customer Fact

A large European healthcare company reports that innovation acceleration is very important when investing in cloud technology.

Calabrio Customer Testimonial

We used agent monitoring in Calabrio to train new staff remotely. This eliminated staff exposure to COVID-19 and decreased the need for travel.

Katie Campbell, Supervisor, CentraCare Health System

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 Customer Testimonial

Equifax Sees Increased Productivity Awareness with Calabrio

Calabrio has increased awareness of the importance of schedule adherence and productivity to our internal customers.

Robert Feldhaus, Business Professionals, Equifax Inc.

Calabrio ONE Customer Testimonial

“Calabrio has allowed us to have a more efficient call center…”

Calabrio has allowed us to have a more efficient call center in regards to scheduling and engaging agents, who appreciate having quality scores available for them to view.

Lisa Gomez, Operations Manager, Broadway Bancshares

Calabrio ONE Customer Testimonial

Agent Engagement Benefits Seen with Calabrio

We’ve seen greater agent adherence to their schedule, which has resulted in happier agents. They know what their day looks like, which leads to better interactions with customers.

Operations Manager, Medium Enterprise Insurance Company

Calabrio ONE Customer Statistic

Calabrio ONE Users Have Reduced Agent Attrition by up to 10% or More

19% of surveyed organizations reduced their agent attrition rate by 6-10% or more since deploying Calabrio ONE.

Calabrio ONE Customer Satisfaction Rating

Calabrio Makes WFM Much Easier

Corey Carter, an Order Management Manager at Cepheid, would be very likely to recommend Calabrio ONE for this reason:

Calabrio makes WFM much easier.

Calabrio ONE Customer Review

Calabrio Works Hard to Understand Clients Needs

4/5 Stars

How our organization uses Calabrio ONE:

We currently use the call recording solution and are testing the QM and WFM solutions.

Would you recommend Calabrio ONE?

Calabrio works hard at understanding their clients’ needs and finding solutions with their product that will fit those needs.

Calabrio ONE Case Study

Large Enterprise Hospitality Company Utilizes Calabrio for Agent Scheduling

Introduction

This case study of a large enterprise hospitality 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.

“The Call Center Director has access to analytical data that he has been able to utilize for agent staffing and performance bonuses.”

“The Calabrio product we have in place has been very stable and the Customer Support has been very efficient and professional the few times I have had to call.”

Challenges

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

  • Will deploy their WFO solutions 100% on-premises (no cloud) in the next 12 months.
  • Agrees that it is extremely 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.).
  • Plans to upgrade or replace the following contact center infrastructure technologies in the next 12 months:
    • Phones
    • Agent desktop software

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:
    • The 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

Calabrio ONE Case Study

Paychex Tracks Agent Performance Data with Calabrio ONE

Introduction

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

“Availability and access of call center metrics, such as Schedule Adherence and Conformity in Calabrio, have allowed our business unit to tie bonus compensation percentages to performance merit.”

Challenges

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

  • Vendor replaced by Calabrio:
    • Verint
  • Replaced their previous WFO solution with Calabrio for the following reason:
    • They needed a unified suite of products
  • Will deploy their WFO solutions 100% in the cloud in the next 12 months.
  • 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 module of Calabrio ONE:
    • 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 feature within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Forecasting & Scheduling

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

Calabrio ONE Case Study

AmTrust Financial Services Gained Productivity and Improved Customer Satisfaction with Calabrio ONE

Introduction

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

“Calabrio’s reporting tool has allowed us to evaluate employee performance overall, and monitor agent schedule adherence in real-time. We were able to team up with our supervisors and provide individualized coaching to our agents, which in turn provided more productivity and higher customer service satisfaction. It also allowed WFM to be more interactive with agents regarding time off requests and schedule exceptions with easy to read forecasting.”

Challenges

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

  • Vendor(s) replaced by Calabrio:
    • Invision Enterprise
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They were unhappy with their previous vendor’s service and support
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s ease of use
    • They wanted Calabrio’s new features and functionality
  • Agrees that it is extremely 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:
    • Quality Management
    • Workforce Management
  • Using the following application in conjunction with their Calabrio software:
    • Avaya platform

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following feature within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Agent initiated mentoring requests

Calabrio ONE Case Study

Lending Club Leverages Calabrio ONE for Improved Agent Coaching

Introduction

This case study of Lending Club is based on a September 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“We are able to use reporting for multiple QM functions. It has been the biggest help in holding calibration sessions and to pull reports on scores and discuss various questions. Agents can in turn review graded calls in real time and implement feedback.”

Challenges

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

  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s ease of use
    • They wanted Calabrio’s new features and functionality
  • Agrees that it is extremely 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
    • Analytics
  • Using the following applications in conjunction with their Calabrio software:
    • CRM system (e.g. salesforce.com)
    • Post-call survey application
  • Currently analyzing contact center data to gain business insights.

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

Calabrio ONE Case Study

Large Enterprise Retail Company Chose the Unified Calabrio ONE Suite

Introduction

This case study of a large enterprise retail 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.

“Stable application and easy to use.”

Challenges

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

  • Chose Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s ease of use
  • Will deploy their WFO solutions in a combination of private and public cloud in the next 12 months.

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 feature within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Agent initiated mentoring requests

Calabrio ONE Case Study

Large Enterprise Retail Company Switched to the Unified Calabrio ONE Suite

Introduction

This case study of a large enterprise retail 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 good product.”

Challenges

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

  • Vendor(s) replaced by Calabrio:
    • Nortel
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed a unified suite of products
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s new features and functionality
  • Agrees that it is extremely 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
    • Analytics
  • Using the following applications in conjunction with their Calabrio software:
    • Cisco platform
    • CRM system (e.g. salesforce.com)

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

Calabrio ONE Customer Satisfaction Rating

Address Your Staffing Needs with Calabrio ONE

A Business Project Manager of a state & local government would be very likely to recommend Calabrio ONE for this reason:

We have been using Calabrio ONE in our office and it has been extremely useful to address our staffing needs.

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 Testimonial

Meet the Expectations of Your Customers with the Help of Calabrio ONE

Our Call Centers were severely lacking Quality Assurance, but with the implementation of Calabrio ONE we can ensure the support being provided is consistent and meets expectations. Calabrio has also enabled us to schedule agents, track their statuses, and trend our call center needs.

IT Manager, Educational Institution

Calabrio ONE Customer Testimonial

“Calabrio ONE is Very User- Friendly”

Time off and shift trade / shift offers has been a feature we enjoy. Calabrio ONE is very user-friendly and easy to explain, in return we have agents eager and not frustrated when using it.

Operations Manager, Medium Enterprise Retail Company