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 »



3,009 Customers Surveyed

21,581 Data Points Collected

421 Published TechFacts

31 Published Charts

63 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 Case Study

Large Enterprise Transportation Services Company

Introduction

This case study of a large enterprise transportation 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.

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

Challenges

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

  • Top drivers for purchasing Calabrio:
    • Wanted contact center growth
    • Needed an upgrade or technology refresh
  • Evaluated the following vendors prior to choosing Calabrio:
    • NICE
    • Verint
    • Aspect
    • Genesys

Use Case

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

  • Applications used in conjunction with Calabrio software:
    • The Cisco platform
    • 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: very important
    • Product features: extremely important
    • Ease of use: extremely important
    • Unified suite / integration: very important
    • Superior support and services: very important
  • Benefits experienced since deploying Calabrio software:
    • Reduced costs
    • Improved contact center efficiency
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 6-9 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 Satisfaction Rating

Customer Testimonial

An executive at a medium enterprise banking company would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE has helped us improve our QA results and coaching capabilities by focusing on what’s important. Now with WFM, we are starting to fix our forecasting. The product helped us find gaps that were affecting our service.

Calabrio ONE Case Study

Carlson Wagonlit Travel Replaces, Sees Improved Contact Center Efficiency

Introduction

This case study of Carlson Wagonlit Travel is based on a November 2018 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:

  • Used the following WFO solutions prior to selecting Calabrio:
    • Verint
  • Switched from their previous solution because of Calabrio’s:
    • Lower total cost of ownership
    • Product features
    • Ease of use
    • Unified suite/integration
    • Superior support and services

Use Case

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

  • Using the following Calabrio ONE modules:
    • Call Recording
  • Uses the following metrics to measure their contact center’s performance:
    • Customer Satisfaction (CSAT)

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Experienced the following benefits since deploying Calabrio:
    • Improved customer satisfaction
    • Reduced costs
    • Improved contact center efficiency
    • Increased employee engagement
    • Increased insights into customer behavior

Calabrio ONE Customer Statistic

Contact Centers Embracing a Hybrid Model for WFO Want a Consistent Experience Across Platforms

91% of surveyed organizations who selected a combination of private and public cloud 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.).

91%

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 Customer Research

Contact Centers Agree—Involving Agents in QA Processes Increases Engagement

In which ways do you create a sense of worth and togetherness for employees?

Allow employees to assess their performance and contribute to the organization's goals
62%
Voice-of-the-Employee program so agents have a voice in their work environment, activities, and tools
45%
Allow time away for volunteerism
40%
Reward with recreation opportunities
39%
Gamification
15%


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