Government Entities Partner with Calabrio

A collection of testimonials from Government customers using Calabrio ONE



Calabrio ONE Customer Testimonial

Calabrio is an excellent product that will instantly provide a return on your investment.

Charles Cowen, Operations Manager, City of Albuquerque

Calabrio ONE Customer Satisfaction Rating

10 out of 10: “Product is rock solid.”

An IT specialist at a state & local government would be very likely to recommend Calabrio ONE for this reason:

The Calabrio technicians are experts in their field and a great pleasure to work with. The product is rock solid.

Calabrio ONE Customer Satisfaction Rating

10 out of 10: “Calabrio is user friendly!”

A business professional at a state & local government would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE is user-friendly!

Calabrio ONE Customer Testimonial

Visibility into Employee Performance Allows for Schedule Flexibility

We have been able to allow teleworking since we have statistics that tell us how each employee is doing.

Operations Manager, Federal Government

Calabrio Customer Connect 2016 Customer Testimonial

Calabrio Customer Connect is an Effective Conference

This is my second time to come to this conference and I am continually amazed at how much information I am taking away from the event. I have almost 20 pages of typed notes and I consider that a sign of an effective conference.

Tiffany Thomson, Assistant Manager Customer Service, City of Denton

Calabrio ONE Customer Satisfaction Rating

Customers Agree Users Love Calabrio

An IT Manager of a state & local government would be very likely to recommend Calabrio ONE for this reason:

My organization has worked successfully with Calabrio ONE and the users love their software products.

Calabrio ONE Customer Satisfaction Rating

Calabrio Provides Ease of Use and Stability

John Lockwood, an Operations Manager at State of Oregon – Public Employees Retirement System, would be likely to recommend Calabrio ONE for this reason:

Ease of use and stability.

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 Testimonial

Improve Agent Efficiency with Calabrio ONE

The ability to hear the call and see the actions taken by the Agent has helped us greatly.

Alphonso Carter, Server Administrator, Florida Department of Management Services

Calabrio ONE Customer Testimonial

Become More Accurate, Timely and Consistent with Calabrio ONE

As a government agency, having Calabrio ONE has helped us become a more accurate, timely and consistent entity.

John Lockwood, Operations Manager, State of Oregon-Public Employees Retirement System

Calabrio ONE Customer Testimonial

Propel Your Agent Growth to the Next Level

Calabrio provides insight on how agents are performing and has allowed them to build their skills for different groups of calls. It also allows the agents to initiate their own evaluation for their own growth.

IT Systems Analyst, State & Local Government

Calabrio ONE Customer Testimonial

Analyze Agent Performance with Calabrio ONE

Calabrio, with Cisco, has been very helpful for our supervisors and agents in their coaching. Agents can actually analyze their performance and see how they are doing.

Business Project Manager, State & Local Government

Calabrio ONE Customer Review

Track Your Agent Adherence with Calabrio

4/5 Stars

How our organization uses Calabrio ONE:

We use the Calabrio software to help with scheduling coverage, especially with out part-time employees, who comprise roughly 50% of our workforce. We also use it to track adherence, and for vacation and exception requests.

Would you recommend Calabrio ONE?

Yes. It has enhanced our ability to see the peaks and valleys of our call volume and thus has allowed us to tailor our staffing accordingly. We are also better able to track adherence.

Calabrio ONE Case Study

California Department of Health Care Services Increases Customer Satisfaction Rate by >45% After Deploying Calabrio

Introduction

This case study of California Department of Health Care Services is based on a February 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

Challenges

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

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

Use Case

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

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

Results

The surveyed organization 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: important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Reduced costs
  • Saw a return on investment (ROI) in 3-6 months after deploying Calabrio software.
  • Increased the productivity of their contact center by 40-50% after deploying Calabrio software.
  • Increased their customer satisfaction rates by >45% after deploying Calabrio software.

Calabrio ONE Case Study

State & Local Government Improves Abandonment rate and Customer Satisfaction with Calabrio

Introduction

This case study of a state & local government is based on a February 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 improved our abandoned rate and improved our customer satisfaction.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Were unhappy with an existing vendor
  • Evaluated the following vendors prior to choosing Calabrio:
    • NICE
    • Verint
    • Genesys

Use Case

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

  • Applications used in conjunction with Calabrio software:
    • The Avaya platform
    • A CRM system (i.e. salesforce.com)

Results

The surveyed organization 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: extremely 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
    • Improved contact center efficiency
  • Saw a return on investment (ROI) in 12-18 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.

10 out of 10: Calabrio “Is Always Working to Improve Their Software per Customers Requests”

5/5 Stars

How our organization uses Calabrio ONE:

We record 100% of phone calls, plus screen capture for the contact center. We use WFM to schedule and forecast to make sure the schedules align with our peaks and valleys of call volume throughout the day.

Would you recommend Calabrio ONE?

Yes. Calabrio has fantastic support, is easy to use, and is always working to improve their software per customers requests.

Keep Your Agents Focused with Calabrio ONE

Calabrio ONE has helped our agents stay on task with adherence, scheduling, and reviews for training purposes.

IT Systems Analyst, State & Local Government Agency

Calabrio Customer Testimonial

Calabrio WFM has enhanced our ability to see the peaks and valleys of our call volume and thus has allowed us to tailor our staffing accordingly. We are also better able to track adherence.

Business Professional, State & Local Government

Improve Your Call Center with Calabrio ONE

Calabrio ONE has improved our abandoned rate and improved our customer satisfaction.

Operations Manager, State & Local Government