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TechValidate Research on Calabrio ONE

These pages present data that TechValidate has sourced via direct research with verified customers and users of Calabrio ONE. TechValidate stands behind the authenticity of all published data. Learn more »



3,009 Customers Surveyed

21,581 Data Points Collected

421 Published TechFacts

31 Published Charts

63 Published Case Studies



Featured Research Collections for Calabrio ONE

Curated collections and slideshows of TechValidate research data on Calabrio ONE.



Selected Research Highlights


Calabrio ONE Case Study

Large Enterprise Transportation Services Company Leverages Calabrio’s Dynamic Scheduling Feature to Reward Contact Center Agents

Introduction

This case study of a large enterprise transportation services 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.

“Calabrio allows us to dive deep into an agent’s adherence. This gives an agent an understanding of how they affect the organization’s goals. We currently use this measure to evaluate and coach agents. A reward for them is the flexibility Calabrio offers using Dynamic Scheduling and Dynamic Availability.”

Challenges

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

  • Vendor replaced by Calabrio:
    • GMT – Planet

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
  • Currently analyzing contact center data to gain business insights.
  • Uses the following feature within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Dynamic Scheduling

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s new features and functionality
  • Will deploy their WFO solutions in a combination of private and public cloud in the next 12 months.
  • 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.).

Calabrio ONE Customer Research

Software Companies Lead the Race to the Cloud for Contact Center WFO

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

100% in the cloud: 63%
100% on-premises (no cloud): 25%
Hybrid (combination of private and public cloud): 13%

Calabrio Customer Connect 2016 Customer Testimonial

Calabrio Customer Connect is an Effective Conference

This is my second time to come to this conference and I am continually amazed at how much information I am taking away from the event. I have almost 20 pages of typed notes and I consider that a sign of an effective conference.

Tiffany Thomson, Assistant Manager Customer Service, City of Denton

Calabrio ONE Case Study

British Non-Profit Improves Performance Management with Calabrio ONE

Introduction

This case study of a non-profit is based on a September 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

“Calabrio has made it more efficient and consistent to evaluate our agents’ performance, which has made it much easier for regular performance management meetings and improving quality across the center.”

Challenges

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

  • Chose Calabrio ONE for the following reasons:
    • They needed scalability for contact center growth
    • They needed a unified suite of products
    • 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 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 organization uses:

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
  • Using the following applications in conjunction with their Calabrio software:
    • Cisco platform
  • Will start analyzing contact center data to gain business insights in the next 12 months.

Results

The surveyed organization 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 ONE Customer Research

Agents Have More Schedule Flexibility Using Calabrio ONE

Which Calabrio ONE features do you use to allow your agents more schedule flexibility?

Real-Time Tracking
46%
Agent Alerts
23%
Dynamic Scheduling
23%
Performance-Based Scheduling
21%
Intraday Dynamic Scheduling
17%
Dynamic Availability
9%
Mobile-Optimized Agent Schedules
8%

Calabrio ONE Customer Testimonial

Giving Agents Visibility into Schedule Creation with Calabrio ONE

Agents have a clear understanding of their schedule and their expectations on a day-to-day basis. They are able to see why they are being scheduled the way that they are.

Dan Bognar, Operations Manager, Delta Defense, LLC



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About Calabrio ONE

Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE® software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer. Calabrio has been named “Leader” by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2015).

Calabrio ONE Website   Calabrio Website