Grow Your Enterprise With Calabrio

We asked our large enterprise customers to give us their feedback on how Calabrio fits into their organizational plans and goals.



Calabrio Customer Fact

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

Calabrio Customer Testimonial

We were well prepared for the pandemic due to the technology we had in place prior to the time we needed to deploy our entire workforce to working remotely. What we did not expect was the high level of engagement and productivity we had among our contact center employees while they were home. We had experienced issues with Agents that were working remotely full time in the past and had actually begun to move away from that model. The pandemic has caused us to reconsider that strategy.

Supervisor, Large Enterprise Insurance Company

Calabrio Customer Testimonial

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

Alex Sheehan, Senior Lead Operations Analyst, WEX Health

Calabrio ONE Customer Testimonial

Calabrio Impact at GE Appliances

Having a training module for the agents and not having to take them off the floor for training sessions has been a plus. Also, it seems it is easier for agents, very clean and straight forward. We are just starting to have the agents take the module and use the system so more great things to come.

Jennifer Finney, System Administrator, GE Appliances

Calabrio ONE Customer Testimonial

Calabrio is a fantastic product and I would recommend it for everyone for their business.

Jenny Jones, Customer Support Representative, HonorHealth Medical Center

Calabrio ONE Customer Satisfaction Rating

Calabrio Saves Time and Money

A project manager at a large enterprise hospitality company would be likely to recommend Calabrio ONE for this reason:

Calabrio is a fantastic all-in-one tool that saves time and money.

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 Case Study

Tampa General Hospital Increases Contact Center Productivity by 50% with Calabrio

Introduction

This case study of Tampa General Hospital is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“We’ve been given insight into contact center agents’ interactions with patients, and have been able to provide a better customer experience.”

“Easy to use.”

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:
    • Engage
  • Switched from their previous solution because of Calabrio’s:
    • 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
  • 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 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 >50% after deploying Calabrio software.
  • Increased their customer satisfaction rates by more than 35% since deploying Calabrio.

Calabrio ONE Customer Satisfaction Rating

10 out of 10: “Allows you to coach…”

A procurement manager at a large enterprise food company would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE allows you to coach and hold associates accountable in their role.

Calabrio ONE Customer Satisfaction Rating

10 out of 10: “User-friendly!”

A logistics manager at a large enterprise transportation services company would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE is user-friendly.

Calabrio ONE Customer Satisfaction Rating

10 out of 10: “Consistently improving product…”

A business professional at a large enterprise energy & utilities company would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE is a consistently improving product based on customer needs.

Calabrio ONE Customer Testimonial

Calabrio ONE Provides Insights, Ensures Coverage

Calabrio quality monitoring is helpful for learning what happened on a call. The forecasting is helpful to ensure we always have enough coverage when needed.

Financial Analyst, Large Enterprise Construction Company

Calabrio ONE Customer Testimonial

Calabrio Provides Transparency, Encouraging Agent Engagement

Calabrio has provided a simple solution for our continuously growing business. It provides transparency into WFM for all stakeholders which has significantly increased accountability and productivity and improved agent behavior.

Business Professionals, Large Enterprise Hospitality Company

Calabrio ONE Customer Testimonial

Calabrio Assists with Contact Center Compliance

We are able to monitor call protocol to ensure our agents are following our legal guidelines and sales etiquette.

Project Manager, Large Enterprise Financial Services Company

Calabrio ONE Customer Testimonial

Customer Testimonial

Calabrio works for both the customer and agent. We’re able to confirm our call center is working at its capacity and providing the best customer service.

Application Manager, Large Enterprise Health Care Company

Calabrio ONE Customer Testimonial

Calabrio Assists with HIPAA Compliance

Making sure that agents are HIPAA compliant has been great!

Application Manager, Large Enterprise Health Care Company

Calabrio ONE Customer Testimonial

“We have seen a drop in contact response latency…”

Since deploying Calabrio, we have seen a drop in contact response latency and an increase in NPS scores.

Operations Manager, Large Enterprise Telecommunications Services Company

Calabrio Customer Connect Customer Testimonial

C3 Attendee Testimonial

I loved seeing the enthusiasm and engagement from all the Calabrio employees and customers. You can tell everyone cares about the work they’re doing.

I’m excited to come back next year and see how we’ve changed from now and what opportunities we still have to grow.

Bryon Wanstrath, Manager: Training and Service Quality, Getronics

Calabrio Customer Connect Customer Testimonial

C3 Attendee Testimonial

Ask the Experts was the most valuable part of the conference since I was able to get some one-on-one time to go over the specific issues that I was having instead of having to wait and see if anyone else was having the same issue.

IT Systems Analyst, Large Enterprise Health Care Company