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 »



3,444 Customers Surveyed

23,920 Data Points Collected

414 Published TechFacts

31 Published Charts

62 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 Customer Research

Transportation Companies Support Global Customer Service with WFO in the Cloud or a Hybrid Model

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

100% in the cloud: 44%
Hybrid (combination of private and public cloud): 44%
100% on-premises (no cloud): 11%

Calabrio ONE Case Study

Large Enterprise Health Care Company Improves Contact Center Efficiency with Calabrio

Introduction

This case study of a large enterprise health care 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 to automate
    • Are standardizing across locations
    • Needed an upgrade or technology refresh
  • Evaluated the following vendor prior to choosing Calabrio:
    • InContact

Use Case

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

  • Application used in conjunction with Calabrio software:
    • The Cisco platform

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: extremely important
    • Product features: extremely important
    • Ease of use: extremely important
    • Unified suite / integration: extremely important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • Improved contact center efficiency
  • Saw a return on investment (ROI) in 6-9 months after deploying Calabrio software.
  • Increased the productivity of their contact center by 20-30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by 25-35% after deploying Calabrio software.

Calabrio ONE Customer Satisfaction Rating

10 out of 10: “Calabrio has worked very efficiently and effectively in supporting this implementation.”

An IT Project Manager of a large enterprise computer services company said they would be very likely to recommend Calabrio ONE for this reason:

Calabrio has worked very efficiently and effectively in supporting this implementation. They have complied with many requests made, some repeatedly, and have been very flexible in meeting our requirements and schedules.

Calabrio Customer Connect 2016 Customer Testimonial

Calabrio C3 is Easy to Navigate and Well Run

I’ve been to a number of conferences and felt this was the easiest to navigate and was exceptionally well run.

Business Professional, Fortune 500 Insurance Company

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

Energy Industry Embraces a Hybrid Model for Contact Center WFO

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

100% on-premises (no cloud): 33%
Hybrid (combination of private and public cloud): 67%


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