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 »



3,793 Customers Surveyed

26,969 Data Points Collected

508 Published TechFacts

32 Published Charts

67 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 Customer Testimonial

Calabrio is a True Asset to Your Company

Calabrio has been a key player in our success. Allowing us to review and identify agent performance; seeing exactly what transpired on the call and what actions the analyst took to support the caller. Calabrio allows us to assure we are meeting internal, client, and training requirements, and to identify and recognize those going above and beyond. It is a true asset to our company.

IT Manager, Small Business Telecommunications Services Company

Improve Your Organization with Calabrio ONE

65% of surveyed IT organizations who improved customer satisfaction, reduced costs, improved contact center efficiency, improved employee satisfaction, or increased sales / revenue with Calabrio, saw a return on their investment (ROI) in 12-18 months or less after deploying Calabrio software.

Calabrio ONE Case Study

Erie Insurance Group Gives Contact Center Agents Scheduling Flexibility with Calabrio ONE

Introduction

This case study of Erie Insurance Group is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“Employees want choice in the jobs; they want choices in scheduling and the type of work they do and the tools to change on a minute’s notice. Calabrio delivers on exceeding those expectations.”

“Calabrio allows anyone to use speech analytics, quality, and WFO tools without being an expert in contact centers.”

Challenges

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

  • Agrees that employee engagement is a priority for their contact center.

Use Case

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

  • Invested in the following for their contact center to better engage employees:
    • Deploying/reconfiguring technology
    • Optimizing their recruiting and hiring process
    • Improving training and skill development programs
    • Enhancing customer satisfaction-focused monitoring
    • Offering flexible work schedules/work from home
  • Uses the following metric to correlate level of employee engagement to customer experience:
    • Customer Satisfaction (CSAT)
  • Changed employee training, coaching, and motivation programs to accommodate the need for loyal agents that can perform higher level activities in the following ways:
    • Flexible scheduling
    • Self-assessments and evaluations
    • Higher pay and better benefits
    • Clearer opportunities for advancement
  • Empowers employees to self-manage their performance in the following ways:
    • Dashboards that clearly display performance metrics
  • Creates a sense of worth and togetherness for employees in the following ways:
    • Offering a Voice-of-the-Employee program so agents have a voice in their work environment, activities, and tools
    • Allowing time away for volunteerism

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Leverages the following Calabrio ONE features to support their agent engagement efforts:
    • Pause/resume for PCI compliance
    • Dynamic Scheduling
    • Dynamic Availability
    • Desktop analytics
    • Voice-of-the-Employee analytics (speech and text)
  • Uses the following Calabrio ONE features to allow their agents more schedule flexibility:
    • Intraday Dynamic Scheduling
    • Dynamic Availability
    • Real-Time Tracking
    • Agent Alerts
  • Less than a 5% turnover rate since deploying Calabrio ONE

Why More Companies are Making the Switch to Calabrio

What were the top drivers behind your Calabrio purchase?

Contact center growth
49%
Upgrade or technology refresh
36%
Need to automate
28%
Standardizing across locations
21%
Unhappy with existing vendor
19%

Calabrio ONE Case Study

Fortune 500 Telecommunications Services Company Leaves Verint, Sees Over 35% Improvement in Customer Satisfaction with Calabrio

Introduction

This case study of a Fortune 500 telecommunications services company is based on a 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.

“The contact center groups managing their statistics have shown improvements since using Calabrio.”

“It’s an excellent product that meets our needs.”

Challenges

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

  • Used the following WFO solutions prior to selecting Calabrio:
    • Verint
  • Switched from their previous solution because of Calabrio’s:
    • Lower total cost of ownership
    • Product features
    • Ease of use
    • Unified suite/integration
    • Superior support and services

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:

  • Experienced the following benefits since deploying Calabrio:
    • Improved customer satisfaction
    • Reduced costs
    • Improved contact center efficiency
    • Increased insights into customer behavior
  • Increased the productivity of their contact center by more than 10% after deploying Calabrio software.
  • Increased their customer satisfaction rates by more than 35% since deploying Calabrio.

Calabrio ONE Customer Research

66% of Calabrio Customers are Currently Utilizing Calabrio ONE to Gain Business Insights

Are you analyzing contact center data to gain business insights?

Yes, we are currently.: 66%
We will start in the next 12 months.: 15%
We will start after the next 12 months.: 5%
We have no plans to leverage contact center analytics.: 13%


More to Explore



About Calabrio ONE

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.

Calabrio ONE Website   Calabrio Website