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 »



3,689 Customers Surveyed

25,938 Data Points Collected

451 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 Research

Over 40% of Calabrio Customers are Preparing to Move to the Cloud

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

100% on-premises (no cloud): 57%
100% in the cloud: 17%
Hybrid (combination of private and public cloud): 26%

Calabrio ONE Case Study

Lending Club Leverages Calabrio ONE for Improved Agent Coaching

Introduction

This case study of Lending Club is based on a September 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“We are able to use reporting for multiple QM functions. It has been the biggest help in holding calibration sessions and to pull reports on scores and discuss various questions. Agents can in turn review graded calls in real time and implement feedback.”

Challenges

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

  • Replaced their previous WFO solution with 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
    • 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:
    • CRM system (e.g. salesforce.com)
    • Post-call survey application
  • Currently analyzing contact center data to gain business insights.

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

Product Innovation Drives Customers to Switch to Calabrio

43% of surveyed customers switched from their previous solution because of Calabrio’s product features.

43%

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%

Calabrio ONE Case Study

Wisconsin-Based Insurance Company Improves Agent Engagement with Calabrio

Introduction

This case study of a medium enterprise insurance 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 has been great. Agents know exactly when they are expected to do everything throughout the day and they love the ability to see how the contact center is affected and how they themselves make a difference.”

“We’ve seen greater agent adherence to the schedule. Agents are happier as they know what their day looks like which leads to better interactions with customers.”

“Excellent customer service and is always improving.”

Challenges

  • Used the following WFO solutions prior to selecting Calabrio:
    • Verint
  • Switched from their previous solution because of Calabrio’s:
    • Product features
    • Ease of use
    • 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:
    • Workforce Management
    • Advanced Reporting
    • Analytics
  • Uses the following metrics to measure their contact center’s performance:
    • Customer Satisfaction (CSAT)
    • Net Promoter Score (NPS)
    • First Contact Resolution (FCR)
    • Likelihood to Recommend (LTR)
    • Customer Effort Score (CES)

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
  • Increased the productivity of their contact center by 10-30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by up to 20% since deploying Calabrio.

Calabrio Customer Testimonial

The more flexible you can be with scheduling your agents, the better morale you will see from your staff.

Brandon Oechsner, Workforce Manager, Nsighttel Billing LLC



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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