TechValidate Research on Calabrio ONE

Introduction

This case study of Alphaserve Technologies is based on a February 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:

• Top driver for purchasing Calabrio:
  • Wanted contact center growth
• Evaluated the following vendors prior to choosing Calabrio:
  • NICE
  • Verint
  • Collab

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: very 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
  • Improved contact center efficiency
  • 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 >50% after deploying Calabrio software.
• Increased their customer satisfaction rates by >45% after deploying Calabrio software.

Introduction

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

Challenges

• Top drivers for purchasing Calabrio:
  • Contact center growth
  • Needed to automate

Results

• Benefits experienced since deploying Calabrio software:
  • Improved customer satisfaction
  • Met regulatory compliance standards
  • Reduced costs
  • Improved contact center efficiency
  • Increased insights into customer behavior
  • Improved employee satisfaction
  • Increased sales / revenue
• Saw a return on investment (ROI) in 3-6 months after deploying Calabrio software.
• Increased the productivity of their contact center by 20-30% after deploying Calabrio software.
• Increased their customer satisfaction rates by up to 15% after deploying Calabrio software.