TechValidate Research on Calabrio ONE

Introduction

This case study of EmblemHealth is based on a September 2016 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:

• Vendor(s) replaced by Calabrio:
  • Verint
• Replaced their previous WFO solution with Calabrio for the following reasons:
  • 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

• Using the following applications in conjunction with their Calabrio software:
  • Avaya platform
• Will start analyzing contact center data to gain business insights in the next 12 months.

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

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:

• Chose Calabrio for the following reasons:
  • They needed scalability for contact center growth
  • They wanted a technology refresh / modern architecture
  • They wanted Calabrio’s ease of use
• Will deploy their WFO solutions in a combination of private and public cloud in the next 12 months.

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
• Using the following applications in conjunction with their Calabrio software:
  • Cisco platform

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:
  • Agent initiated mentoring requests