TechValidate Research on Calabrio ONE

Introduction

This case study of a non-profit is based on a March 2018 survey of Calabrio Software customers by TechValidate, a 3rd-party research service. The profiled organisation asked to have their name blinded to protect their confidentiality.

Challenges

The business challenges that led the profiled organisation to evaluate and ultimately select Calabrio software:

• Purchased Calabrio because they:
  • Needed to upgrade/technology refresh
• Used the following vendors prior to choosing Calabrio:
  • Interactive Intelligence
• Rates the following in terms of how much they influenced their decision to purchase Calabrio software:
  • Lower total cost of ownership: very important
  • Product features: extremely important
  • Ease of use: extremely important
  • Unified suite/integration: very important
  • Superior support and services: important

Use Case

The key features and functionalities of Calabrio software that the surveyed organisation uses:

• Uses the following Calabrio products:
  • Call Recording
  • Quality Management (QM)
  • Analytics
• Integrates the following application with their Calabrio software:
  • Cisco platform

Results

The surveyed organisation achieved the following results with Calabrio software:

• Experienced the following benefit since deploying your Calabrio software:
  • Improved insights into customer behaviour
• Saw a return on investment (ROI) in 7-12 months after deploying Calabrio software.
• Increased the productivity of their contact centre by 11-30% after deploying Calabrio software.
• Increased their customer satisfaction rates by 11-30% after deploying Calabrio software.

Introduction

This case study of a Large Enterprise Financial Services Company is based on a November 2018 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 over Verint:

• Lower total cost of ownership
• Ease of use
• Unified suite/integration

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

• Using the following Calabrio ONE modules:
  • Call Recording
  • Quality Management
  • Workforce Management
  • Analytics

• Uses the following metrics to measure their contact center’s performance:
  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)

Results

The surveyed company achieved the following results with Calabrio ONE:

• Reduced costs