TechValidate Research on Calabrio ONE

Introduction

This case study of a Large Enterprise Financial Services 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.

Challenges

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

• Lower total cost of ownership
• Ease of use
• Unified suite/integration

Use Case

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

• Using the following Calabrio ONE modules:
  • Call Recording
  • Quality Management
  • Workforce Management
  • Analytics

• Uses the following metrics to measure their contact center’s performance:
  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)

Results

The surveyed company achieved the following result with Calabrio ONE:

• Reduced costs

Introduction

This case study of AmTrust Financial Services is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

Challenges

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

• Vendor(s) replaced by Calabrio:
  • Invision Enterprise
• Replaced their previous WFO solution with Calabrio for the following reasons:
  • They needed scalability for contact center growth
  • They were unhappy with their previous vendor’s service and support
  • 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 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.).

Use Case

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

• Using the following modules of Calabrio ONE:
  • Quality Management
  • Workforce Management
• Using the following application in conjunction with their Calabrio software:
  • Avaya platform

Results

The surveyed company achieved the following results with Calabrio ONE:

• Uses the following feature within Calabrio ONE to engage their workforce and reduce agent turnover:
  • Agent initiated mentoring requests