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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 »



2,736 Customers Surveyed

19,586 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 Customer Satisfaction Rating

10 out of 10: “Calabrio ONE is Easy to Use”

A Compliance Officer of an educational institution would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE is easy to use and the most effective way to perform quality assurance for recorded phone calls.

Calabrio Software Case Study

Rabobank saw a ROI in 24 months after deploying Calabrio software

Introduction

This case study of Rabobank is based on an April 2018 survey of Calabrio Software customers by TechValidate, a 3rd-party research service.

Challenges

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

  • Purchased Calabrio because they:
    • Were unhappy with their existing vendor
    • Needed to upgrade/technology refresh
  • Used the following vendors prior to choosing Calabrio:
    • NICE
    • Verint
  • 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: very important
    • Ease of use: important
    • Unified suite/integration: important
    • Superior support and services: very important

Use Case

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

  • Uses the following Calabrio products:
    • Call Recording
    • Quality Management (QM)
    • Analytics
  • Integrates the following applications with their Calabrio software:
    • Cisco platform
    • CRM system (Salesforce.com)

Results

The surveyed company achieved the following results with Calabrio software:

  • Experienced the following benefits since deploying your Calabrio software:
    • Met regulatory compliance standards
    • Reduced costs
  • Saw a return on investment (ROI) in 24+ 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.

Calabrio ONE Case Study

Large Enterprise Computer Software Company Experiences a ROI in Less Than 6 Months with Calabrio

Introduction

This case study of a large enterprise computer software company is based on a March 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.

“Every call needs to be recorded in our call center and a dependable product, such as QM, does the trick.”

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

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: important
    • Product features: very important
    • Ease of use: very important
    • Unified suite / integration: very important
    • Superior support and services: very important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • Improved contact center efficiency
    • Increased insights into customer behavior
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 3-6 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 15-25% after deploying Calabrio software.

Calabrio ONE Customer Testimonial

Increase the Efficiency of Evaluations with Calabrio ONE

Calabrio has been helpful in allowing us to test the QM tool and hopefully achieve more efficiency in our quality evaluations and reporting on our evaluation data.

Risk Manager, Small Business Retail Company

Calabrio ONE Customer Research

Global 500 Organizations are Shifting WFO to the Cloud

In the next 12 months, how will you deploy your WFO solutions?

100% in the cloud: 46%
Hybrid (combination of private and public cloud): 31%
100% on-premises (no cloud): 23%

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
39%
Dynamic Scheduling
27%
Pause/resume for PCI compliance
25%
Peer-to-peer mentoring requests
22%
Intraday Dynamic Scheduling
18%
Dynamic Availability
12%
Voice-of-the-Employee analytics (speech and text)
12%
Gamification
9%


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