TechValidate Research on Calabrio ONE

Introduction

This case study of a large enterprise hospitality company is based on a September 2016 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.

Challenges

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

• Vendor replaced by Calabrio:
  • Digital Speech
• Will deploy their WFO solutions in a combination of private and public cloud in the next 12 months.
• Agrees that it is not 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:
  • Call Recording
• Using the following application in conjunction with their Calabrio software:
  • The Cisco platform
• Currently analyze contact center data to gain business insights.

Introduction

This case study of a large enterprise transportation services company is based on a February 2016 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.

Challenges

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

• Top drivers for purchasing Calabrio:
  • Wanted contact center growth
  • Needed an upgrade or technology refresh
• Evaluated the following vendors prior to choosing Calabrio:
  • NICE
  • Verint
  • Aspect
  • Genesys

Use Case

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

• Applications used in conjunction with Calabrio software:
  • The Cisco platform
  • A eLearning system

Results

The surveyed company 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: extremely important
  • Ease of use: extremely important
  • Unified suite / integration: very important
  • Superior support and services: very important
• Benefits experienced since deploying Calabrio software:
  • Reduced costs
  • Improved contact center efficiency
  • Improved employee satisfaction
• Saw a return on investment (ROI) in 6-9 months after deploying Calabrio software.
• Increased the productivity of their contact center by up to 10% after deploying Calabrio software.
• Increased their customer satisfaction rates by up to 15% after deploying Calabrio software.