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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 »



1,593 Customers Surveyed

12,045 Data Points Collected

340 Published TechFacts

27 Published Charts

54 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 Hospitality Company

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.

“Calabrio is user-friendly. It has helped us in training and additional training for our agents. It has also protected us against fraudulent complaints.”

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.

Calabrio ONE Customer Research

Global 500 Organizations are Shifting WFO to the Cloud

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

100% in the cloud: 46%
Hybrid (combination of private and public cloud): 31%
100% on-premises (no cloud): 23%

Calabrio ONE Customer Statistic

Organizations that Replaced inContact with Calabrio Want a Consistent User Experience Across Deployment Models

90% of surveyed organizations who replaced inContact agree 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.).

90%

Calabrio ONE Case Study

Large Enterprise Transportation Services Company

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.

“Calabrio has allowed us to streamline some areas and identify our next areas of need.”

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.

Calabrio ONE Customer Research

Organizations Utilize Calabrio ONE to Support Agent Engagement

Which of the following Calabrio ONE features are you leveraging to support your agent engagement efforts?

Desktop analytics
39%
Dynamic Scheduling
27%
Pause/resume for PCI compliance
25%
Peer-to-peer mentoring requests
22%
Intraday Dynamic Scheduling
18%
Dynamic Availability
12%
Voice-of-the-Employee analytics (speech and text)
12%
Gamification
9%

Calabrio ONE Customer Satisfaction Rating

Calabrio is the Tool Needed to Manage Quality

An IT Manager of a membership organization would be likely to recommend Calabrio ONE for this reason:

Calabrio ONE works well, offers good support, and provides the tools that most call centers need to manage quality.



More to Explore



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