TechValidate Research on Calabrio ONE

Introduction

This case study of HCA Healthcare, Inc. 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:
  • Standardizing across locations
• Evaluated the following vendors prior to choosing Calabrio:
  • Interactive Intelligence

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: extremely important
  • Ease of use: extremely important
  • Unified suite / integration: extremely important
  • Superior support and services: extremely important
• Benefits experienced since deploying Calabrio software:
  • Met regulatory compliance standards
  • Reduced costs
  • Improved contact center efficiency
  • Increased insights into customer behavior
• Saw a return on investment (ROI) in 6-9 months after deploying Calabrio software
• Increased the productivity of their contact center by 40-50% after deploying Calabrio software
• Increased their customer satisfaction rates by 35-45% after deploying Calabrio software

Introduction

This case study of a small business telecommunications services company is based on a March 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

Challenges

• Top driver for purchasing Calabrio:
  • Needed to automate
• Evaluated the following vendors prior to choosing Calabrio:
  • NICE
  • Verint
  • InContact
  • Aspect
  • Zoom

Use Case

• Applications used in conjunction with Calabrio software:
  • A CRM system (i.e. salesforce.com)
  • A eLearning system
  • A customer survey application

Results

• Rates the following as important for the decision to purchase Calabrio software:
  • Product features
  • Ease of use
  • Unified suite / integration
  • Superior support and services
• Benefits experienced since deploying Calabrio software:
  • Met regulatory compliance standards
  • Reduced costs
  • Improved contact center efficiency
  • Improved employee satisfaction
  • Increased sales / revenue
• Saw a return on investment (ROI) in 9-12 months after deploying Calabrio software.
• Increased the productivity of their contact center by 30-40% after deploying Calabrio software.
• Increased their customer satisfaction rates by 35-45% after deploying Calabrio software.