Health Care Industry Accelerates Growth with Calabrio

A collection of reviews from Calabrio customers in the Health Care industry



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 Testimonial

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

Alex Sheehan, Senior Lead Operations Analyst, WEX Health

Calabrio Customer Satisfaction Rating

A Business Analyst at a medium enterprise healthcare company would be very likely to recommend Calabrio for this reason:

They are responsive, and their implementation team was very knowledgeable as they assisted in our transition.

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 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 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 Customer Connect Customer Testimonial

C3 Attendee Testimonial

My manager, team lead and I met one on one with Alexander Wareham and he was very helpful. He helped us with one of the issues we had been having and took the time to show us features in a newer version of Calabrio than we have. It will be a valuable connection to have and he has already followed up outside of the conference to see if our issues have been fixed.

Maggie Rang, System Administrator, American Imaging Management Inc.

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

Calabrio Customer Connect Customer Testimonial

C3 Attendee Testimonial

There were some really good breakout sessions but the best thing for me was the Ask the Experts session. We sat down with a complicated issue that initially stumped our expert but after 45 minutes we walked away with an action plan that I think will work.

Philip Cira, Project Manager, Cntrl States SE & SW Areas Pension Fund

Calabrio Customer Connect Customer Testimonial

C3 Attendee Testimonial

This was my first C3 conference and it was awesome. The breakout sessions were my favorite. The facilitators of those sessions were very informative, and open to questions during and after the sessions. I couldn’t wait to share everything I learned with my team. I’m looking forward to attending next year.

Rachelle White, Workforce Analyst, Houston Methodist

Calabrio Customer Connect Customer Testimonial

C3 Attendee Testimonial

It was a great experience – well-planned and coordinated. There were many times I wished I could attend two sessions at the same time!!

Lori Greubel, Director, Customer Service, Quartz Health Solutions

Calabrio ONE Customer Testimonial

Schedule Adherence Improves Call Center Culture

The expectations before implementation of Calabrio WFM and the arrival of the current leadership was much more lax. There was no schedule adherence and agents made their own schedules. Now there is adherence and forecast-based schedules, which has helped to improve the culture of the call center.

Financial Analyst, Small Business Health Care Company

Calabrio ONE Customer Satisfaction Rating

10 out of 10

Daniel Acosta, an application analyst at Houston Methodist, would be very likely to recommend Calabrio ONE for this reason:

I have been using Calabrio for over 7 years, and have evaluated several other solutions. None is as complete as Calabrio.

Calabrio ONE Case Study

Emblem Health Enjoys Great Customer Service with Calabrio

Introduction

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

“Calabrio provides great service to their customers.”

Challenges

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

  • Vendor(s) replaced by Calabrio:
    • Verint
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • 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

  • Using the following application in conjunction with their Calabrio software:
    • Avaya platform
  • Will start analyzing contact center data to gain business insights in the next 12 months.

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:
    • Dynamic Scheduling

Calabrio ONE Customer Satisfaction Rating

Calabrio ONE Continues to Beat the Competition

Scott Byl, an Engineer at Unity Health Plans Insurance Corporation, would be likely to recommend Calabrio ONE for this reason:

Of the products I have used for recording and evaluation, I haven’t seen anything beat Calabrio ONE yet.

Calabrio ONE Customer Testimonial

Streamline Your Processes with Calabrio ONE

Calabrio ONE has helped streamline our processes and allow for our users to know where they stand as far as their level and quality of service.

IT Specialist, Large Enterprise Health Care Company

Calabrio ONE Customer Testimonial

Revamp the Evaluation Process with Calabrio ONE

Calabrio ONE has made it much easier to locate calls over our previous call recording software. I can locate calls more quickly, and having the evaluation form come up while I am listening to the call has been a tremendous help.

IT Manager, Large Enterprise Health Care Company

Calabrio ONE Customer Testimonial

Health Care Industry Increases Agent Performance with Calabrio ONE

Calabrio ONE’s Quality Manager has enabled our Team Managers to efficiently score agent/customer interactions, providing a better path for increased agent performance and customer satisfaction.

IT Architect, Health Care