TechValidate Research on Calabrio ONE

Introduction

This case study of a large enterprise transportation services 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.

Challenges

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

• Vendor replaced by Calabrio:
  • GMT – Planet

Use Case

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

• Using the following modules of Calabrio ONE:
  • Call Recording
  • Quality Management
  • Workforce Management
• Using the following application in conjunction with their Calabrio software:
  • Cisco platform
• Currently analyzing contact center data to gain business insights.
• Uses the following feature within Calabrio ONE to engage their workforce and reduce agent turnover:
  • Dynamic Scheduling

Results

The surveyed company achieved the following results with Calabrio ONE:

• Replaced their previous WFO solution with Calabrio for the following reasons:
  • They needed scalability for contact center growth
  • They wanted a technology refresh / modern architecture
  • They wanted Calabrio’s new features and functionality
• Will deploy their WFO solutions in a combination of private and public cloud in the next 12 months.
• 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.).

Introduction

This case study of a non-profit is based on a September 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.

Challenges

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

• Chose Calabrio ONE for the following reasons:
  • They needed scalability for contact center growth
  • They needed a unified suite of products
  • 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 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 organization uses:

• Using the following modules of Calabrio ONE:
  • Call Recording
  • Quality Management
  • Workforce Management
• Using the following applications in conjunction with their Calabrio software:
  • Cisco platform
• Will start analyzing contact center data to gain business insights in the next 12 months.

Results

The surveyed organization achieved the following results with Calabrio ONE:

• Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
  • Dynamic Scheduling
  • Evaluation calibration