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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 »



1,577 Customers Surveyed

11,951 Data Points Collected

337 Published TechFacts

27 Published Charts

47 Published Case Studies



Featured Research Collections for Calabrio ONE

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



Selected Research Highlights


Calabrio ONE Customer Research

Agents Have More Schedule Flexibility Using Calabrio ONE

Which Calabrio ONE features do you use to allow your agents more schedule flexibility?

Real-Time Tracking
46%
Agent Alerts
23%
Dynamic Scheduling
23%
Performance-Based Scheduling
21%
Intraday Dynamic Scheduling
17%
Dynamic Availability
9%
Mobile-Optimized Agent Schedules
8%

Calabrio ONE Customer Testimonial

Calabrio ONE Works Great for Score Carding

Calabrio ONE has given the supervisors and managers a great way of score carding as well as disputes in HR situations.

Engineer, Large Enterprise Professional Services Company

Calabrio ONE Customer Research

73% of Customers See ROI in 24 Months or Less

How long did it take to see a return on investment (ROI) after deploying Calabrio software?

3-6 months: 12%
6-9 months: 15%
9-12 months: 17%
12-18 months: 17%
18-24 months: 13%
> 24 months: 27%

Calabrio ONE Case Study

Large Enterprise Retail Company Switched to the Unified Calabrio ONE Suite

Introduction

This case study of a large enterprise retail 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(s) replaced by Calabrio:
    • Nortel
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed a unified suite of products
    • They wanted a technology refresh / modern architecture
    • 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

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

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
    • Analytics
  • Using the following applications in conjunction with their Calabrio software:
    • Cisco platform
    • CRM system (e.g. salesforce.com)

Results

The surveyed company achieved the following results with Calabrio ONE:

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

Calabrio ONE Customer Statistic

Financial Services Organizations Value a Consistent WFO Experience Across Delivery Models

88% of surveyed Financial Services, Banking, and Insurance organizations agree that it is very 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.).

88%

Calabrio ONE Case Study

Large Enterprise Financial Services Company Improves Contact Center Productivity by Over 50% with Calabrio

Introduction

This case study of a large enterprise financial services 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.

“There is a recording of phone conversations from sales activity with customers, so if there is a complaint, we have evidence.”

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 vendor prior to choosing Calabrio:
    • Cisco

Use Case

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

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

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: important
    • Product features: important
    • Ease of use: important
    • Unified suite / integration: important
    • Superior support and services: important
  • Benefits experienced since deploying Calabrio software:
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 18-24 months after deploying Calabrio software.
  • Increased the productivity of their contact center by >50% after deploying Calabrio software.
  • Increased their customer satisfaction rates by 35-45% after deploying Calabrio software.


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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