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 »



3,695 Customers Surveyed

25,978 Data Points Collected

451 Published TechFacts

31 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 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 Case Study

Enterprise Financial Services Company Replaces Verint, Realizes Cost Savings with Calabrio

Introduction

This case study of a Large Enterprise Financial Services Company is based on a 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 costs less and focused us on what we need rather than a lot of features we don’t need.”

“Calabrio has good features and is easy to use.”

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 result with Calabrio ONE:

  • Reduced costs

Calabrio ONE Case Study

AmTrust Financial Services Gained Productivity and Improved Customer Satisfaction with Calabrio ONE

Introduction

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

“Calabrio’s reporting tool has allowed us to evaluate employee performance overall, and monitor agent schedule adherence in real-time. We were able to team up with our supervisors and provide individualized coaching to our agents, which in turn provided more productivity and higher customer service satisfaction. It also allowed WFM to be more interactive with agents regarding time off requests and schedule exceptions with easy to read forecasting.”

Challenges

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

  • Vendor(s) replaced by Calabrio:
    • Invision Enterprise
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They were unhappy with their previous vendor’s service and support
    • 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

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

  • Using the following modules of Calabrio ONE:
    • Quality Management
    • Workforce Management
  • Using the following application in conjunction with their Calabrio software:
    • Avaya platform

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:
    • Agent initiated mentoring requests

Calabrio ONE Customer Testimonial

Become More Accurate, Timely and Consistent with Calabrio ONE

As a government agency, having Calabrio ONE has helped us become a more accurate, timely and consistent entity.

John Lockwood, Operations Manager, State of Oregon-Public Employees Retirement System

Calabrio ONE Customer Research

Analyzing Data from Multiple Applications Drives Workforce Engagement

In which ways do you use analytics to understand and drive workforce engagement?

Leverage data integrated from multiple applications to create reports and dash¬boards that help agents and their managers
52%
Analyze speech and text interactions to understand the employee experience
36%
Automated scoring of evaluation forms to use in employee coaching and training
35%

Calabrio ONE Customer Statistic

Increase Your Customer Satisfaction Ratings With Calabrio ONE

100% of surveyed customers increased their customer satisfaction rates by up to 20% or more since deploying Calabrio software.

100%


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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