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 Research

73% of Customers See ROI in 24 Months or Less

How long did it take to see a return on investment (ROI) after deploying Calabrio software?

3-6 months: 12%
6-9 months: 15%
9-12 months: 17%
12-18 months: 17%
18-24 months: 13%
> 24 months: 27%

Calabrio ONE Customer Satisfaction Rating

Calabrio is Amazingly Easy to Use!

A Business Project Manager of a medium enterprise health care company said they would be likely to recommend Calabrio ONE for this reason:

Calabrio is amazingly easy to use for end users and provides customers with great support options when assistance is needed.

Calabrio ONE Case Study

UK-Based Financial Services Company Increases Contact Center Productivity with Calabrio

Introduction

This case study of a Medium Enterprise Financial 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.

“Calabrio has had a positive impact, and we’ve seen more transparency in terms of behavior. It’s easier to use for tracking metrics.”

Challenges

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

  • Used the following WFO solution prior to selecting Calabrio:
    • Altitude
  • Switched from their previous solution because of Calabrio’s:
    • Product features

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
    • Analytics
  • Uses the following metrics to measure their contact center’s performance:
    • Customer Satisfaction (CSAT)
    • Net Promoter Score (NPS)

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Experienced the following benefits since deploying Calabrio:
    • Improved customer satisfaction
    • 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 20% since deploying Calabrio

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 Testimonial

“Calabrio has allowed us to have a more efficient call center…”

Calabrio has allowed us to have a more efficient call center in regards to scheduling and engaging agents, who appreciate having quality scores available for them to view.

Lisa Gomez, Operations Manager, Broadway Bancshares

Calabrio ONE Customer Research

Dashboards Help Agents Self-Manage Performance

In which ways do you empower employees to self-manage their performance?

Dashboards that clearly display performance metrics
66%
Peer-to-peer mentoring
46%
Self-assessment and coaching
45%
Self-scheduling for work/life balance
16%


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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