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 »



3,130 Customers Surveyed

22,427 Data Points Collected

425 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 ONE Case Study

HCA Healthcare, Inc. Increases Productivity by 40-50% with Calabrio

Introduction

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

“Calabrio software has been extremely strong in pinpointing and correcting our problem areas as well as allowing us to have a centralized location to view our daily schedule.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Standardizing across locations
  • Evaluated the following vendors prior to choosing Calabrio:
    • Interactive Intelligence

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: extremely important
    • Ease of use: extremely important
    • Unified suite / integration: extremely important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Increased insights into customer behavior
  • Saw a return on investment (ROI) in 6-9 months after deploying Calabrio software
  • Increased the productivity of their contact center by 40-50% after deploying Calabrio software
  • Increased their customer satisfaction rates by 35-45% after deploying Calabrio software

Calabrio ONE Customer Research

Agents Have More Schedule Flexibility Using Calabrio ONE

Which Calabrio ONE features do you use to allow your agents more schedule flexibility?

Real-Time Tracking
46%
Agent Alerts
23%
Dynamic Scheduling
23%
Performance-Based Scheduling
21%
Intraday Dynamic Scheduling
17%
Dynamic Availability
9%
Mobile-Optimized Agent Schedules
8%

“One Of The Most Comprehensive Call Center Applications I Have Found.”

Introduction

This case study of a small business telecommunications services company is based on a March 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“Calabrio has made our center far more efficient through proper staffing. The ability to graph trends allows us to proactively inform our customers of trends affecting their business they were unaware existed.”

“One of the most comprehensive call center applications I have found.”

Challenges

  • Top driver for purchasing Calabrio:
    • Needed to automate
  • Evaluated the following vendors prior to choosing Calabrio:
    • NICE
    • Verint
    • InContact
    • Aspect
    • Zoom

Use Case

  • Applications used in conjunction with Calabrio software:
    • A CRM system (i.e. salesforce.com)
    • A eLearning system
    • A customer survey application

Results

  • Rates the following as important for the decision to purchase Calabrio software:
    • Product features
    • Ease of use
    • Unified suite / integration
    • Superior support and services
  • Benefits experienced since deploying Calabrio software:
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Improved employee satisfaction
    • Increased sales / revenue
  • Saw a return on investment (ROI) in 9-12 months after deploying Calabrio software.
  • Increased the productivity of their contact center by 30-40% after deploying Calabrio software.
  • Increased their customer satisfaction rates by 35-45% after deploying Calabrio software.

Calabrio ONE Customer Review

10 out of 10: “Calabrio products are solid and require little to no intervention.”

5/5 Stars

How our organization uses Calabrio ONE:

Our organization uses Calabrio WFM to schedule our agents. We use this tool to conform to adherence standards. Call center managers use the AQM to monitor agent calls for quality assurance.

Would you recommend Calabrio ONE?

Calabrio products are solid and require little to no intervention.

10 out of 10: Calabrio “Is Always Working to Improve Their Software per Customers Requests”

5/5 Stars

How our organization uses Calabrio ONE:

We record 100% of phone calls, plus screen capture for the contact center. We use WFM to schedule and forecast to make sure the schedules align with our peaks and valleys of call volume throughout the day.

Would you recommend Calabrio ONE?

Yes. Calabrio has fantastic support, is easy to use, and is always working to improve their software per customers requests.

Calabrio ONE Customer Research

Software Companies Lead the Race to the Cloud for Contact Center WFO

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

100% in the cloud: 63%
100% on-premises (no cloud): 25%
Hybrid (combination of private and public cloud): 13%


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