3,793 Customers Surveyed
26,969 Data Points Collected
508 Published TechFacts
32 Published Charts
67 Published Case Studies
Curated collections and slideshows of TechValidate research data on Calabrio ONE.
Calabrio ONE Customer Research
In which ways do you use analytics to understand and drive workforce engagement?
| Leverage data integrated from multiple applications to create reports and dash¬boards that help agents and their managers |
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| Analyze speech and text interactions to understand the employee experience |
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| Automated scoring of evaluation forms to use in employee coaching and training |
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Calabrio ONE Customer Testimonial
Recorded and captured screen scrapes are the best coaching tools I have used yet. What a great opportunity to coach one-on-one and show agents more efficient ways to maneuver the systems to get the best possible service and lowest call handle times.
— Sheri Kugler, Project Manager, Global Response Corp.
Calabrio ONE Case Study
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.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
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.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Customer Research
Which of the following Calabrio ONE features are you leveraging to support your agent engagement efforts?
| Desktop analytics |
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| Dynamic Scheduling |
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| Pause/resume for PCI compliance |
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| Peer-to-peer mentoring requests |
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| Intraday Dynamic Scheduling |
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| Dynamic Availability |
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| Voice-of-the-Employee analytics (speech and text) |
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| Gamification |
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Calabrio ONE Customer Review
5/5 Stars
Quality assurance evaluation of calls is the main use. Call recording for compliance reasons and customer dispute resolution are the main needs for our organization.
Yes. Customer support and ease of use, combined with the cost.
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