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 »



3,444 Customers Surveyed

23,920 Data Points Collected

414 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

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 Case Study

Large Enterprise Transportation Services Company

Introduction

This case study of a large enterprise transportation services 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.

“Calabrio has allowed us to streamline some areas and identify our next areas of need.”

Challenges

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

  • Top drivers for purchasing Calabrio:
    • Wanted contact center growth
    • Needed an upgrade or technology refresh
  • Evaluated the following vendors prior to choosing Calabrio:
    • NICE
    • Verint
    • Aspect
    • Genesys

Use Case

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

  • Applications used in conjunction with Calabrio software:
    • The Cisco platform
    • A eLearning system

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: very important
    • Superior support and services: very important
  • Benefits experienced since deploying Calabrio software:
    • Reduced costs
    • Improved contact center efficiency
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 6-9 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.

10 out of 10: “We try hard to forget what our operations center was like before Calabrio was introduced.”

Calabrio ONE has given us insights into both employee-level productivity and performance, and also overall customer service trends and challenges. We try hard to forget what our operations center was like before Calabrio was introduced.

Jamey Anderson, Senior Executive, Virteva

Calabrio ONE Customer Research

Organizations Utilize Calabrio ONE to Support Agent Engagement

Which of the following Calabrio ONE features are you leveraging to support your agent engagement efforts?

Desktop analytics
39%
Dynamic Scheduling
27%
Pause/resume for PCI compliance
25%
Peer-to-peer mentoring requests
22%
Intraday Dynamic Scheduling
18%
Dynamic Availability
12%
Voice-of-the-Employee analytics (speech and text)
12%
Gamification
9%

Increase Call Center Productivity with Calabrio

Calabrio ONE has increased productivity in the call center and has kept our staff extremely happy with knowing their schedules and exceptions ahead of time.

Carlos Saldana, Sr. Manager Operations Manager, Smile Brands Group



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