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 »



3,793 Customers Surveyed

26,969 Data Points Collected

508 Published TechFacts

32 Published Charts

67 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

Paychex Tracks Agent Performance Data with Calabrio ONE

Introduction

This case study of Paychex is based on a September 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“Availability and access of call center metrics, such as Schedule Adherence and Conformity in Calabrio, have allowed our business unit to tie bonus compensation percentages to performance merit.”

Challenges

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

  • Vendor replaced by Calabrio:
    • Verint
  • Replaced their previous WFO solution with Calabrio for the following reason:
    • They needed a unified suite of products
  • Will deploy their WFO solutions 100% in the cloud in the next 12 months.
  • 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 company uses:

  • Using the following module of Calabrio ONE:
    • Workforce Management
  • Using the following application in conjunction with their Calabrio software:
    • Cisco 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:
    • Forecasting & Scheduling

Calabrio ONE Customer Testimonial

Calabrio is a fantastic product and I would recommend it for everyone for their business.

Jenny Jones, Customer Support Representative, HonorHealth Medical Center

Calabrio Customer Satisfaction Rating

A Contact Center Director at a medium enterprise energy & utilities company would be very likely to recommend Calabrio for this reason:

Calabrio continues to display a customer centric approach to their relationships with their customers and above all, takes their customers feedback directly into account when considering their roadmap for development.
It’s nice to see a partner which has the executive level engaged at all levels with their customers and their employees.

Calabrio ONE Customer Research

Over 40% of Calabrio Customers are Preparing to Move to the Cloud

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

100% on-premises (no cloud): 57%
100% in the cloud: 17%
Hybrid (combination of private and public cloud): 26%

Calabrio ONE Customer Research

The Pharmaceutical Industry is Shifting WFO to the Cloud

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

100% in the cloud
67%
100% on-premises (no cloud)
33%

Calabrio ONE Case Study

State & Local Government Improves Abandonment rate and Customer Satisfaction with Calabrio

Introduction

This case study of a state & local government is based on a February 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 improved our abandoned rate and improved our customer satisfaction.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Were unhappy with an existing vendor
  • Evaluated the following vendors prior to choosing Calabrio:
    • NICE
    • Verint
    • Genesys

Use Case

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

  • Applications used in conjunction with Calabrio software:
    • The Avaya platform
    • A CRM system (i.e. salesforce.com)

Results

The surveyed organization 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: very important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Improved contact center efficiency
  • Saw a return on investment (ROI) in 12-18 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.


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About Calabrio ONE

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.

Calabrio ONE Website   Calabrio Website