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 »



3,793 Customers Surveyed

26,969 Data Points Collected

508 Published TechFacts

32 Published Charts

67 Published Case Studies



Featured Research Collections for Calabrio ONE

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



Selected Research Highlights


Calabrio is the Industry Leader in Ease of Use

96% of surveyed organizations rate Calabrio ONE’s ease of use as an important factor in their decision to purchase Calabrio software.

96%

Calabrio ONE Customer Review

Grow Your Organization Using Calabrio ONE

5/5 Stars

How our organization uses Calabrio ONE:

Today, we are using the Quality Management and Workforce Management suites. We use QM to record calls and to evaluate our agents’ performance with those calls to improve the quality of service to our customers. We use WFM to schedule our agents for maximum call center efficiency. Since implementing we have been able to prove we were understaffed and obtained approval to grow our workforce to better serve our members.

Would you recommend Calabrio ONE?

I would absolutely recommend Calabrio. Besides the quality of the product, I’ve been more impressed in working with them, their project management and engineers. Once deadlines were set, they were very prompt in managing the timelines, getting information necessary for the build outs and getting everything implemented. They were great in helping me understand the setup, configurations, and functions of the systems.

Calabrio ONE Case Study

Emblem Health Enjoys Great Customer Service with Calabrio

Introduction

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

“Calabrio provides great service to their customers.”

Challenges

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

  • Vendor(s) replaced by Calabrio:
    • Verint
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s ease of use
    • They wanted Calabrio’s new features and functionality
  • Agrees that it is extremely 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

  • Using the following application in conjunction with their Calabrio software:
    • Avaya platform
  • Will start analyzing contact center data to gain business insights in the next 12 months.

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following feature within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Dynamic Scheduling

Calabrio ONE Customer Research

Dashboards Help Agents Self-Manage Performance

In which ways do you empower employees to self-manage their performance?

Dashboards that clearly display performance metrics
66%
Peer-to-peer mentoring
46%
Self-assessment and coaching
45%
Self-scheduling for work/life balance
16%

S&P 500 Consumer Products Company sees ROI in Under 6 Months with Calabrio

Introduction

This case study of a S&P 500 consumer products 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.

“We have been able to efficiently coach agents on specific trends and are currently leveraging Calabrio software on behalf of other areas of the company (i.e. service centers) in the hopes that it will have a positive impact on the customer experience and cost savings.”

Challenges

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

Use Case

  • Application used in conjunction with Calabrio software:
    • Cisco platform

Results

  • Rates the following as important in terms of how much they influenced the decision to purchase Calabrio software:
    • Lower Total Cost of Ownership
    • Product features
    • Ease of use
    • Unified suite / integration
    • Superior support and services
  • Benefit experienced since deploying Calabrio software:
    • Increased insights into customer behavior
  • Saw a return on investment (ROI) in 3-6 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 Research

Organizations are Investing in Employee Engagement in the Contact Center

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

Improve training and skill development programs
73%
Enhance customer satisfaction-focused monitoring
69%
Deploy / reconfigure technology
59%
Enhance recognition and rewards programs
45%
Optimize recruiting and hiring
42%
Offer flexible work schedules / work from home
42%


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