Menu

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 »



3,006 Customers Surveyed

21,557 Data Points Collected

421 Published TechFacts

31 Published Charts

63 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

Calabrio Customers Recognize the Importance of a Unified Platform across Delivery Models

How important is it for your 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.)?

Extremely important
54%
Very important
33%
Somewhat important
8%
Not important
4%

Calabrio ONE Case Study

Large Enterprise Health Care Company Chooses Calabrio Over the Competition

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
    • Were unhappy with an existing vendor

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: very important
    • Product features: very important
    • Ease of use: very important
    • Unified suite / integration: very important
    • Superior support and services: very important
  • Benefits experienced since deploying Calabrio software:
    • Met regulatory compliance standards
    • Reduced costs
  • Saw a return on investment (ROI) in > 24 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 Satisfaction Rating

“Calabrio is Easy to Use”

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

Calabrio is easy to use.

Calabrio ONE Customer Research

Organizations are Investing in Employee Engagement

In which ways have you invested in your contact center to better engage employees?

Improve training and skill development programs
70%
Enhance customer satisfaction-focused monitoring
63%
Deploy/reconfigure technology
55%
Enhance recognition and rewards programs
45%
Optimize recruiting and hiring
38%
Offer flexible work schedules/work from home
34%

Calabrio ONE Case Study

AXA Seguros Mexico says Calabrio “Is Easy to Use and Intuitive”

Introduction

This case study of AXA Seguros Mexico is based on a February 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“The operation impact we’ve realized with Calabrio is very important, as it allows us to have QM and WFM working together.”

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
    • Were unhappy with an existing vendor
  • Evaluated the following vendors prior to choosing Calabrio:
    • NICE
    • Genesys

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: very important
    • Unified suite / integration: very important
    • Superior support and services: very important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Improved contact center efficiency
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 3-6 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 15-25% after deploying Calabrio software

Calabrio ONE Customer Testimonial

“The Quality Management Module is Very Important to our Call Center”

Evaluators can determine if the agent has said all the things they are supposed to say, can determine the quality of the interaction with the customer, and use a standardized rating system that agents understand and can use to improve their service levels.

IT Manager, Membership Organization



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