TechValidate Research on Calabrio ONE

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
  • Needed to automate
  • Are standardizing across locations
  • Needed an upgrade or technology refresh
• Evaluated the following vendor prior to choosing Calabrio:
  • InContact

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: extremely important
  • Superior support and services: extremely important
• Benefits experienced since deploying Calabrio software:
  • Improved customer satisfaction
  • Met regulatory compliance standards
  • Improved contact center efficiency
• Saw a return on investment (ROI) in 6-9 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.

Introduction

This case study of a large enterprise hospitality 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:
  • Digital Speech
• Will deploy their WFO solutions in a combination of private and public cloud in the next 12 months.
• Agrees that it is not 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:
  • Call Recording
• Using the following application in conjunction with their Calabrio software:
  • The Cisco platform
• Currently analyze contact center data to gain business insights.