Calabrio Success in EMEA Markets

Hear directly from our EMEA customers why they rely on Calabrio to meet critical challenges and deliver new business value.



Calabrio Customer Fact

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

Calabrio Customer Testimonial

Contact center environments are forever changed, and we should adapt accordingly.

Alex Sheehan, Senior Lead Operations Analyst, WEX Health

Calabrio ONE Case Study

UK-Based Financial Services Company Increases Contact Center Productivity with Calabrio

Introduction

This case study of a Medium 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 has had a positive impact, and we’ve seen more transparency in terms of behavior. It’s easier to use for tracking metrics.”

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:
    • Altitude
  • Switched from their previous solution because of Calabrio’s:
    • Product features

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
    • Analytics
  • Uses the following metrics to measure their contact center’s performance:
    • Customer Satisfaction (CSAT)
    • Net Promoter Score (NPS)

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Experienced the following benefits since deploying Calabrio:
    • Improved customer satisfaction
    • Improved contact center efficiency
    • Increased insights into customer behavior
  • Increased the productivity of their contact center by more than 10% after deploying Calabrio software
  • Increased their customer satisfaction rates by more than 20% since deploying Calabrio

Calabrio ONE Customer Satisfaction Rating

UK-Based Non-Profit Leverages Calabrio for User-Friendly Call Recording

A line of business manager at a non-profit would be likely to recommend Calabrio ONE for this reason:

Calabrio is an easy-to-navigate, user-friendly system for recording and monitoring calls.

Calabrio ONE Case Study

UK-Based Housing Solutions Sees Increased Customer Satisfaction After Deploying Calabrio

Introduction

This case study of Housing Solutions is based on a November 2018 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“Our customer satisfaction has increased, and we now have reliable call recording, which results in fewer IT tickets and happier contact center managers.”

Challenges

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

  • Used the following WFO solutions prior to selecting Calabrio:
    • Telstrat
  • Switched from their previous solution because of Calabrio’s:
    • Product features
    • Ease of use
    • Superior support and services

Use Case

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

  • Using the following Calabrio ONE modules:
    • Call Recording
  • Uses the following metrics to measure their contact center’s performance:
    • First Contact Resolution (FCR)
    • Service level

Results

The surveyed organization achieved the following results with Calabrio ONE:

  • Experienced the following benefits since deploying Calabrio:
    • Improved customer satisfaction
    • Improved contact center efficiency
  • Increased the productivity of their contact center by 10-30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by up to 20% since deploying Calabrio.

Calabrio ONE Customer Satisfaction Rating

European Financial Services Company Enjoys Calabrio’s Complete Call Recording Solution

A senior executive at a medium enterprise financial services company would be very likely to recommend Calabrio ONE for this reason:

“Calabrio gives me access to everything that I need on call recordings and reporting.”

Calabrio ONE Customer Satisfaction Rating

10 out of 10: “Easy administration.”

An IT specialist at a Fortune 500 industrial manufacturing company would be very likely to recommend Calabrio ONE for this reason:

Very fast and easy administration.

Calabrio Software Case Study

UK Non-Profit saw ROI in 7-12 months after deploying Calabrio software

Introduction

This case study of a non-profit is based on a March 2018 survey of Calabrio Software customers by TechValidate, a 3rd-party research service. The profiled organisation asked to have their name blinded to protect their confidentiality.

Challenges

The business challenges that led the profiled organisation to evaluate and ultimately select Calabrio software:

  • Purchased Calabrio because they:
    • Needed to upgrade/technology refresh
  • Used the following vendors prior to choosing Calabrio:
    • Interactive Intelligence
  • Rates the following in terms of how much they influenced their decision to purchase Calabrio software:
    • Lower total cost of ownership: very important
    • Product features: extremely important
    • Ease of use: extremely important
    • Unified suite/integration: very important
    • Superior support and services: important

Use Case

The key features and functionalities of Calabrio software that the surveyed organisation uses:

  • Uses the following Calabrio products:
    • Call Recording
    • Quality Management (QM)
    • Analytics
  • Integrates the following application with their Calabrio software:
    • Cisco platform

Results

The surveyed organisation achieved the following results with Calabrio software:

  • Experienced the following benefit since deploying your Calabrio software:
    • Improved insights into customer behaviour
  • Saw a return on investment (ROI) in 7-12 months after deploying Calabrio software.
  • Increased the productivity of their contact centre by 11-30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by 11-30% after deploying Calabrio software.

Calabrio Software Case Study

Rabobank saw a ROI in 24 months after deploying Calabrio software

Introduction

This case study of Rabobank is based on a survey of Calabrio Software customers by TechValidate, a 3rd-party research service.

“Calabrio is a reliable product.”

Challenges

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

  • Purchased Calabrio because they:
    • Were unhappy with their existing vendor
    • Needed to upgrade/technology refresh
  • Used the following vendors prior to choosing Calabrio:
    • NICE
    • Verint
  • Rates the following in terms of how much they influenced their decision to purchase Calabrio software:
    • Lower total cost of ownership: very important
    • Product features: very important
    • Ease of use: important
    • Unified suite/integration: important
    • Superior support and services: very important

Use Case

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

  • Uses the following Calabrio products:
    • Call Recording
    • Quality Management (QM)
    • Analytics
  • Integrates the following applications with their Calabrio software:
    • Cisco platform
    • CRM system (Salesforce.com)

Results

The surveyed company achieved the following results with Calabrio software:

  • Experienced the following benefits since deploying your 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 centre by 11-30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by 11-30% after deploying Calabrio software.

Calabrio Software Customer Satisfaction Rating

Rabobank, Dutch Multinational Bank, Enjoys Software and Services from Calabrio

Ruud God, an IT Specialist at Rabobank, would be very likely to recommend Calabrio software for this reason:

Excellent performance and good support.

Calabrio ONE Case Study

Middle Eastern Bank Enjoys Calabrio’s Evaluation Calibration Feature

Introduction

This case study of a large enterprise banking 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 really good application.”

Challenges

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

  • Vendor(s) replaced by Calabrio:
    • Redbox
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • 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 module of Calabrio ONE:
    • Call Recording
  • 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:
    • Evaluation calibration

Calabrio ONE Case Study

British Non-Profit Improves Performance Management with Calabrio ONE

Introduction

This case study of a non-profit is based on a September 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

“Calabrio has made it more efficient and consistent to evaluate our agents’ performance, which has made it much easier for regular performance management meetings and improving quality across the center.”

Challenges

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

  • Chose Calabrio ONE for the following reasons:
    • They needed scalability for contact center growth
    • They needed a unified suite of products
    • 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 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 organization uses:

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
  • Using the following applications in conjunction with their Calabrio software:
    • Cisco platform
  • Will start analyzing contact center data to gain business insights in the next 12 months.

Results

The surveyed organization 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

European Bank Leverages Calabrio ONE to Monitor Compliance

Introduction

This case study of a medium enterprise banking 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.

“We use Calabrio ONE for compliance and training purposes.”

Challenges

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

  • Vendor replaced by Calabrio:
    • NICE
  • Replaced their previous WFO solution with Calabrio for the following reason:
    • They needed to lower their total cost of ownership

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
  • 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:
    • Compliance purposes

Calabrio ONE Customer Review

Calabrio is Dedicated to Supporting Customers

4.5/5 Stars

How our organization uses Calabrio ONE:

Mainly for recording telephone conversations. We would love to use Calabrio to archive and ‘play’ back. We also use Calabrio for cell phone, chat, and video conversations (cross-channel recording platform).

Would you recommend Calabrio ONE?

Yes, as Calabrio is an open platform using industry standards and is delivered and maintained by an organization dedicated to supporting us.

Calabrio ONE Customer Satisfaction Rating

Calabrio has a Customer Focused Approach

An IT Architect of a large enterprise financial services company would be likely to recommend Calabrio ONE for this reason:

Apart from the product that is doing its job very well, I would recommend Calabrio primarily for its customer focused approach. As a customer, I feel truly backed by a very professional support organization.

Calabrio ONE Customer Review

Large Enterprise Financial Services Company Gives Calabrio High Rating

4/5 Stars

How our organization uses Calabrio ONE:

Calabrio is used for Contact Center and employee voice recording.

Would you recommend Calabrio ONE?

I would recommend Calabrio because of my experiences with the product and the company.

Calabrio ONE Customer Testimonial

Improve Your Quality Management Process with Calabrio

Calabrio works well for the team managers to assess productivity and evaluate agents’ adherence as well as performance using quality management tool.

End User, Medium Enterprise Financial Services Company

Calabrio ONE Customer Testimonial

Improve Performance Management Meetings with Calabrio ONE

Calabrio ONE has made us more efficient and consistent in evaluating our agents’ performance, which has made it much easier for regular performance management meetings or improving quality across the center.

Records Manager, Non Profit

Calabrio ONE Customer Testimonial

Bring Call Recording to the Next Level with Calabrio ONE

Calabrio ONE is open and brings voice recording to a higher level.

Engineer, Large Enterprise Financial Services Company

Calabrio ONE Customer Review

Calabrio Provides Outstanding Service and Support

4/5 Stars

Would you recommend Calabrio ONE?

Yes, due to its flexibility (feature requests and product enhancements) as well as Calabrio’s outstanding service and support.