WFO in the Cloud



Calabrio Customer Statistic

Nearly all surveyed organizations report that technical agility is important when investing in cloud technology.

Calabrio Customer Statistic

Over half of the surveyed organizations located in Europe are planning to evaluate or increase their investment in cloud technology in 2021

Calabrio Customer Fact

Equifax Inc. reports that technical agility is very important when investing in cloud technology.

Calabrio Customer Statistic

72% of surveyed organizations are either moving to the cloud, are already there or increasing their investment in cloud technology in 2021

Calabrio Customer Statistic

91% of surveyed Financial Services organizations report that operational flexibility is important when investing in cloud technology.

91%

Calabrio ONE Customer Satisfaction Rating

Calabrio Cloud is Useful to the Retail Industry

An IT Architect at a large enterprise food company would be likely to recommend Calabrio ONE for this reason:

Calabrio Cloud is useful to our organization.

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 Customer Statistic

Organizations that Replaced inContact with Calabrio Want a Consistent User Experience Across Deployment Models

90% of surveyed organizations who replaced inContact 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.).

90%

Calabrio ONE Customer Statistic

Organizations that Replaced Interactive Intelligence Want a Consistent User Experience Across Delivery Models

100% of surveyed organizations who replaced Interactive Intelligence 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.).

100%

Calabrio ONE Customer Statistic

Organizations that Replace Genesys with Calabrio Want a Consistent User Experience Across Delivery Models

100% of surveyed organizations who replaced Genesys 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.).

100%

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%

Calabrio ONE Customer Statistic

Organizations that Replaced Verint with Calabrio Want a Consistent User Experience

95% of surveyed organizations who replaced Verint 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%

Calabrio ONE Customer Statistic

Companies that Replaced NICE with Calabrio Want a Consistent User Experience

98% of surveyed organizations who replaced NICE 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.).

98%

Calabrio ONE Customer Statistic

Financial Services Organizations Value a Consistent WFO Experience Across Delivery Models

88% of surveyed Financial Services, Banking, and Insurance organizations 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.).

88%

Calabrio ONE Customer Statistic

Contact Centers with WFO in the Cloud Want a Consistent Experience

96% of surveyed organizations who want WFO 100% in the cloud 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.).

96%

Calabrio ONE Customer Statistic

Contact Centers Embracing a Hybrid Model for WFO Want a Consistent Experience Across Platforms

91% of surveyed organizations who selected a combination of private and public cloud 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.).

91%

Calabrio ONE Customer Statistic

Calabrio ONE Offers the Same Experience across Delivery Models

100% of surveyed Global 500 organizations 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.).

100%

Calabrio ONE Customer Research

Transportation Companies Support Global Customer Service with WFO in the Cloud or a Hybrid Model

In the next 12 months, how will you deploy your WFO solutions?

100% in the cloud: 44%
Hybrid (combination of private and public cloud): 44%
100% on-premises (no cloud): 11%

Calabrio ONE Customer Statistic

Senior Leaders are Driving Move to the Cloud for Contact Center WFO

60% of surveyed Vice Presidents and Senior Executives at organizations will deploy their WFO solutions 100% in the cloud in the next 12 months.

60%

Calabrio ONE Customer Research

Energy Industry Embraces a Hybrid Model for Contact Center WFO

In the next 12 months, how will you deploy your WFO solutions?

100% on-premises (no cloud): 33%
Hybrid (combination of private and public cloud): 67%