TechValidate Research on Calabrio ONE

Introduction

This case study of a small business insurance company is based on a February 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:

• Top driver for purchasing Calabrio:
  • Were unhappy with an existing vendor
• Evaluated the following vendor prior to choosing Calabrio:
  • Verint

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: extremely important
  • Product features: extremely important
  • Ease of use: extremely important
  • Unified suite / integration: not important
  • Superior support and services: extremely important
• Benefits experienced since deploying Calabrio software:
  • Improved customer satisfaction
  • Reduced costs
  • Improved employee satisfaction
• Saw a return on investment (ROI) in 12-18 months after deploying Calabrio software
• Increased the productivity of their contact center by 10-20% after deploying Calabrio software
• Increased their customer satisfaction rates by 35-45% after deploying Calabrio software

Introduction

This case study of Long View Systems is based on a 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 drivers for purchasing Calabrio:
  • Are standardizing across locations
  • Were unhappy with an existing vendor
  • Needed an upgrade or technology refresh
• Evaluated the following vendor prior to choosing Calabrio:
  • Verint

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: important
  • Product features: very important
  • Ease of use: very important
  • Unified suite / integration: important
  • Superior support and services: extremely important
• Benefits experienced since deploying Calabrio software:
  • Met regulatory compliance standards
  • Improved contact center efficiency
• Saw a return on investment (ROI) in > 24 months after deploying Calabrio software.
• Increased the productivity of their contact center by up to 10% after deploying Calabrio software.
• Increased their customer satisfaction rates by up to 15% after deploying Calabrio software.