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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

62 Published Case Studies



Featured Research Collections for Calabrio ONE

Curated collections and slideshows of TechValidate research data on Calabrio ONE.



Selected Research Highlights


Calabrio Software Case Study

UK Non-Profit saw ROI in 7-12 months after deploying Calabrio software

Introduction

This case study of a non-profit is based on a March 2018 survey of Calabrio Software customers by TechValidate, a 3rd-party research service. The profiled organisation asked to have their name blinded to protect their confidentiality.

Challenges

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

  • Purchased Calabrio because they:
    • Needed to upgrade/technology refresh
  • Used the following vendors prior to choosing Calabrio:
    • Interactive Intelligence
  • 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: extremely important
    • Ease of use: extremely important
    • Unified suite/integration: very important
    • Superior support and services: important

Use Case

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

  • Uses the following Calabrio products:
    • Call Recording
    • Quality Management (QM)
    • Analytics
  • Integrates the following application with their Calabrio software:
    • Cisco platform

Results

The surveyed organisation achieved the following results with Calabrio software:

  • Experienced the following benefit since deploying your Calabrio software:
    • Improved insights into customer behaviour
  • Saw a return on investment (ROI) in 7-12 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

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 November 2018 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 cost less and focused us on what we need rather than a lot of features we don’t need”

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 results with Calabrio ONE:

  • Reduced costs

Calabrio ONE Customer Research

Calabrio customers are moving to the cloud

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

100% on-premises (no cloud): 56%
100% in the cloud: 19%
Hybrid (combination of private and public cloud): 25%

Calabrio ONE Customer Research

Calabrio Works Well with the Cisco Platform

Select the applications you use in conjunction with your Calabrio software.

Cisco platform
82%
Avaya platform
16%
CRM system (e.g. salesforce.com)
13%
Post-call survey application
4%
HR system
2%
eLearning system
2%
Five9 platform
1%

Calabrio ONE Customer Statistic

Software Companies are Shifting WFO to the Cloud

63% of surveyed Computer Software organizations will deploy their WFO solutions 100% in the cloud in the next 12 months.

63%

Calabrio ONE Customer Satisfaction Rating

10 out of 10: “Customizable to our needs…”

A line of business manager at a medium enterprise consumer services company would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE is a great product that is easy to understand and customizable to our needs.



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