Strengthen Your Retail Brand Awareness with Calabrio ONE

A collection of reviews and testimonials from Calabrio customers in the Retail Industry



Calabrio Customer Satisfaction Rating

A Contact Center Analyst at a S&P 500 retail company would be very likely to recommend Calabrio for this reason:

I’ve worked with many systems, including Aspect and Verint, and I feel that Calabrio has the best mix of tools from a WFM perspective.

Calabrio ONE Customer Testimonial

Visibility and transparency improves agent engagement

We’ve gained visibility into interactions, which has increased employee engagement since agents are able to play their own calls and review their quality scores.

Business Professionals, Global 500 Retail Company

Calabrio ONE Customer Testimonial

Employee Engagement Increases with Access to Data

Employee satisfaction is greatly enhanced with the use of dashboards and data in Calabrio ONE.

Consultant, Fortune 500 Retail Company

Calabrio ONE Customer Testimonial

Workforce Engagement in Action

There has been more adoption of work-from-home opportunities, along with the desire to have near-time direct feedback of employee performance. Employees continue to like recognition and also have an increased desire to participate in process improvement efforts.

Robin Gomez, Director, Data & Analytics, Radial

Calabrio ONE Customer Testimonial

Better Evaluations with Calabrio ONE

More formality in evaluations via Calabrio has resulted in better communication and relationship between QA and the contact center.

Risk Manager, Small Business Retail Company

Calabrio ONE Customer Satisfaction Rating

Gain an Understanding of Your Customer Experience with Calabrio ONE

A Customer Support Manager at a small business retail company would be very likely to recommend Calabrio ONE for this reason:

Calabrio is easy to use. It has many of the components I needed to gain an understanding of our customers’ experience with my team.

Calabrio ONE Customer Testimonial

Discover new Possibilities with Calabrio ONE’s Screen Recording Capabilities

Our leaders and managers enjoy using the screen monitoring, something that they haven’t have the ability to do in the past.

IT Specialist, Medium Enterprise Retail Company

Calabrio ONE Customer Testimonial

Increase the Efficiency of Evaluations with Calabrio ONE

Calabrio has been helpful in allowing us to test the QM tool and hopefully achieve more efficiency in our quality evaluations and reporting on our evaluation data.

Risk Manager, Small Business Retail Company

Calabrio ONE Customer Testimonial

Discover new Business Insights with Calabrio ONE

Calabrio will help our organization by giving us this insight that we haven’t had in so long. We used to have phone recording but never screen recording and it is going to help us out across all of our locations with training purposes.

IT Professional, Medium Enterprise Retail Company

Calabrio ONE Customer Satisfaction Rating

Calabrio ONE is Very Reliable

An IT Systems Analyst of a large enterprise retail company would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE is a very reliable product.

Calabrio ONE Customer Satisfaction Rating

10 out of 10: Calabrio ONE is Stable and Easy to Use

A Business Project Manager of a large enterprise retail company would be very likely to recommend Calabrio ONE for this reason:

Stable application and easy to use.

Calabrio ONE Customer Testimonial

Calabrio ONE Works Great for Training and Coaching Agents

Calabrio ONE provides our QA team with a good set of tools for coaching our agents.

System Administrator, Medium Enterprise Retail Company

Calabrio ONE Customer Testimonial

Calabrio ONE Customer Notices the Benefit to Using QM and WFM

Nice to be able to listen to calls and to use WFM.

Rick L. Yegge, IT Director, Sally Beauty Holdings

Calabrio ONE Customer Satisfaction Rating

10 out of 10: Calabrio ONE is Easy and Accurate

An IT Architect of a Fortune 500 retail company would be very likely to recommend Calabrio ONE for this reason:

Calabrio is easy and accurate.

Calabrio ONE Case Study

Large Enterprise Retail Company Chose the Unified Calabrio ONE Suite

Introduction

This case study of a large enterprise retail 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.

“Stable application and easy to use.”

Challenges

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

  • Chose Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s ease of use
  • Will deploy their WFO solutions in a combination of private and public cloud in the next 12 months.

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
    • 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:
    • Agent initiated mentoring requests

Calabrio ONE Case Study

Large Enterprise Retail Company Switched to the Unified Calabrio ONE Suite

Introduction

This case study of a large enterprise retail 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 good product.”

Challenges

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

  • Vendor(s) replaced by Calabrio:
    • Nortel
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed a unified suite of products
    • 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 modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
    • Analytics
  • Using the following applications in conjunction with their Calabrio software:
    • Cisco platform
    • CRM system (e.g. salesforce.com)

Results

The surveyed company 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 Customer Connect 2016 Customer Testimonial

Gain Valuable Knowledge at Calabrio Customer Connect

The breakout sessions specific to QM were excellent. Also, the ability to book one-on-one time with an implementation specialist was amazing. I felt much better coming back and leading our effort with QM because so many of my questions were answered.

Risk Manager, Small Business Retail Company

Calabrio ONE Customer Testimonial

“Calabrio ONE is Very User- Friendly”

Time off and shift trade / shift offers has been a feature we enjoy. Calabrio ONE is very user-friendly and easy to explain, in return we have agents eager and not frustrated when using it.

Operations Manager, Medium Enterprise Retail Company

Calabrio ONE Customer Satisfaction Rating

Calabrio ONE is Simple to Use

An IT Specialist of a large enterprise retail company would be very likely to recommend Calabrio ONE for this reason:

It’s so simple to use. Calabrio ONE has a great UI and the interface is spot on.

Calabrio ONE Customer Testimonial

Offer Better Customer Service with Calabrio ONE

Calabrio ONE allows us to provide a better customer service experience. We can now find the issues and correct them.

IT Systems Analyst, Large Enterprise Retail Company