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 »



3,695 Customers Surveyed

25,978 Data Points Collected

451 Published TechFacts

31 Published Charts

65 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

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%

Calabrio ONE Case Study

Insurance Company Increases Customer Satisfaction 35-45% after Deploying Calabrio.

Introduction

This case study of a small business insurance 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.

“Calabrio has enabled us to add extra meta data to the recording, which made the business very happy. In addition, Calabrio has allowed us to search for recordings by policy number, saving us a lot of time.”

Challenges

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

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

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: not important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Reduced costs
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 12-18 months after deploying Calabrio software
  • Increased the productivity of their contact center by 10-20% after deploying Calabrio software
  • Increased their customer satisfaction rates by 35-45% after deploying Calabrio software

Calabrio ONE Customer Research

Investing in Agent Development

In which ways have you changed employee training, coaching, and motivation programs to accommodate the need for loyal agents that can perform higher level activities?

Peer mentoring
50%
Self-assessments and evaluations
47%
E-learning tools
45%
Clearer opportunities for advancement
42%
Flexible scheduling
39%
Higher pay and better benefits
27%
Added gamification
12%

Calabrio ONE Case Study

Long View Systems Chooses Calabrio Over Verint

Introduction

This case study of Long View Systems is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“We have a compliance recording requirement and found Calabrio easy to work with and support has been reliable and prompt.”

Challenges

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

  • Top drivers for purchasing Calabrio:
    • Are standardizing across locations
    • Were unhappy with an existing vendor
    • Needed an upgrade or technology refresh
  • Evaluated the following vendor prior to choosing Calabrio:
    • Verint

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: important
    • Product features: very important
    • Ease of use: very important
    • Unified suite / integration: important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Met regulatory compliance standards
    • Improved contact center efficiency
  • 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 Customer Testimonial

What was the biggest lesson your contact center learned in 2020?

Luckily, it was quick and relatively painless to move our workforce from the office to their homes.

Workforce Planner, Large Enterprise Transportation Services Company in the Nordics

Calabrio Customer Statistic

Almost half of surveyed organizations in the Nordics are planning to spend more on cloud technology in 2021



More to Explore



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