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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 »



2,390 Customers Surveyed

17,505 Data Points Collected

379 Published TechFacts

33 Published Charts

54 Published Case Studies



Featured Research Collections for Calabrio ONE

Curated collections and slideshows of TechValidate research data on Calabrio ONE.



Selected Research Highlights


Streamline Your Contact Center with Calabrio ONE

Calabrio has allowed us to streamline some areas and identify our next areas of need.

Business Professional, Large Enterprise Transportation Services Company

Calabrio ONE Customer Testimonial

Keep Your Agents Focused with Calabrio ONE

Knowing they are being recorded keeps our agents focused, on point, and dedicated to making the customer experience AWESOME.

System Administrator, Small Business Hospitality Company

Calabrio ONE Customer Research

Organizations Utilize Calabrio ONE to Support Agent Engagement

Which of the following Calabrio ONE features are you leveraging to support your agent engagement efforts?

Desktop analytics
42%
Dynamic Scheduling
29%
Pause/resume for PCI compliance
23%
Peer-to-peer mentoring requests
22%
Intraday Dynamic Scheduling
20%
Dynamic Availability
15%
Voice-of-the-Employee analytics (speech and text)
15%
Gamification
8%

Calabrio ONE Case Study

Alphaserve Technologies Increases Contact Center Productivity by >50% after Deploying Calabrio

Introduction

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

Challenges

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

  • Top driver for purchasing Calabrio:
    • Wanted contact center growth
  • Evaluated the following vendors prior to choosing Calabrio:
    • NICE
    • Verint
    • Collab

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:
    • 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 >50% after deploying Calabrio software.
  • Increased their customer satisfaction rates by >45% after deploying Calabrio software.

Virteva Increases Agent Productivity With Calabrio

Introduction

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

“Calabrio has given us insights into both employee-level productivity, performance as well as overall customer service trends and challenges. We try hard to forget what our operations center looked like before Calabrio was introduced.”

Challenges

  • Top drivers for purchasing Calabrio:
    • Contact center growth
    • Needed to automate

Results

  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Increased insights into customer behavior
    • Improved employee satisfaction
    • Increased sales / revenue
  • 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 up to 15% after deploying Calabrio software.

Calabrio Customer Connect 2016 Customer Research

95% of Calabrio Customer Agree, Calabrio Customer Connect is Worth it

How would you rate the overall conference?

Excellent: 45%
Good: 50%
Fair: 4%
Poor: 2%


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