TechValidate Research on Calabrio ONE

Introduction

This case study of Rabobank is based on an April 2018 survey of Calabrio Software customers by TechValidate, a 3rd-party research service.

Challenges

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

• Purchased Calabrio because they:
  • Were unhappy with their existing vendor
  • Needed to upgrade/technology refresh
• Used the following vendors prior to choosing Calabrio:
  • NICE
  • Verint
• 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: very important
  • Ease of use: important
  • Unified suite/integration: important
  • Superior support and services: very important

Use Case

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

• Uses the following Calabrio products:
  • Call Recording
  • Quality Management (QM)
  • Analytics
• Integrates the following applications with their Calabrio software:
  • Cisco platform
  • CRM system (Salesforce.com)

Results

The surveyed company achieved the following results with Calabrio software:

• Experienced the following benefits since deploying your Calabrio software:
  • Met regulatory compliance standards
  • Reduced costs
• Saw a return on investment (ROI) in 24+ 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.

Introduction

This case study of a large enterprise computer software company is based on a March 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:
  • Wanted contact center growth

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: very important
  • Superior support and services: very important
• Benefits experienced since deploying Calabrio software:
  • Improved customer satisfaction
  • Met regulatory compliance standards
  • Improved contact center efficiency
  • Increased insights into customer behavior
  • 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 30-40% after deploying Calabrio software.
• Increased their customer satisfaction rates by 15-25% after deploying Calabrio software.