Introduction
This case study of Home Product Center is based on a March 2021 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
Calabrio ONE Case Study
This case study of Home Product Center is based on a March 2021 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
“Calabrio helps us to improve agent skills and operational efficiency that impacts CX. We can identify weak points of an agent, from both voice and screen capture evaluation. Then, the agent training will be categorized by a group of weak points and we’re able to coach one by one. It is proven by a CSAT score of more than 95%.”
The business challenge that led Home Product Center to evaluate and ultimately select Calabrio ONE:
Used the following solution prior to switching to Calabrio:
The key features and functionalities of Calabrio ONE that Home Product Center uses:
Their contact center uses the following metrics to measure performance:
Home Product Center achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of a large enterprise professional services company is based on an April 2021 survey of Calabrio customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.
“Our deployment of Calabrio One was easy and we’ve seen little issues.”
The profiled company experienced the following challenges with their previous solution prior to implementing Calabrio:
Used the following solution prior to switching to Calabrio:
The key feature and functionalities of Calabrio ONE that the surveyed company uses:
Their contact center uses the following metrics to measure performance:
The surveyed company experienced the following benefits since implementing Calabrio:
Experienced the following improvements since implementing Calabrio:
Calabrio ONE Case Study
This case study of a medium enterprise professional services company is based on an April 2021 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.
“We’ve experienced improved customer satisfaction by up to 75% since implementing Calabrio”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of Vee Technologies Pvt Ltd is based on an April 2021 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
“We have mainly used this product for call recording encryption and it is working fine”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of Mcredit is based on a February 2021 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
“The Calabrio system is very helpful for us.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of Carlson Wagonlit Travel is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of a Large 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 costs less and focused us on what we need rather than a lot of features we don’t need.”
“Calabrio has good features and is easy to use.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE over Verint:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following result with Calabrio ONE:
Calabrio ONE Case Study
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.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
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.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of a medium enterprise insurance 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 gives us a better sense of what’s going on in our contact center, whether it’s interday, week, month, quarter, or year.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of Tampa General Hospital is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
“We’ve been given insight into contact center agents’ interactions with patients, and have been able to provide a better customer experience.”
“Easy to use.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of Housing Solutions is based on a November 2018 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
“Our customer satisfaction has increased, and we now have reliable call recording, which results in fewer IT tickets and happier contact center managers.”
The business challenges that led the profiled organization to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed organization uses:
The surveyed organization achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of Broadway Bank is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
“Calabrio has allowed us to have a more efficient call center in regard to scheduling and engaging agents with quality scores being available for them to view.”
“I find the software is very user friendly and the Calabrio team is always willing to help and listen to customer concerns.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of Trialcard, Inc. is based on a November 2018 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
“We’ve had a better view of results and reporting with Calabrio.”
“Just simple operational use has increased the productivity of the QC team.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of a medium enterprise insurance 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 been great. Agents know exactly when they are expected to do everything throughout the day and they love the ability to see how the contact center is affected and how they themselves make a difference.”
“We’ve seen greater agent adherence to the schedule. Agents are happier as they know what their day looks like which leads to better interactions with customers.”
“Excellent customer service and is always improving.”
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of Americo is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
“Calabrio has recorded 99% of the calls without having to reboot every morning, which is what we had to do with our last system. We also have the ability to tag calls, allowing us to share highlights with management.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio Software Case Study
This case study of a non-profit is based on a March 2018 survey of Calabrio Software customers by TechValidate, a 3rd-party research service. The profiled organisation asked to have their name blinded to protect their confidentiality.
The business challenges that led the profiled organisation to evaluate and ultimately select Calabrio software:
The key features and functionalities of Calabrio software that the surveyed organisation uses:
The surveyed organisation achieved the following results with Calabrio software:
Calabrio Software Case Study
This case study of Rabobank is based on a survey of Calabrio Software customers by TechValidate, a 3rd-party research service.
“Calabrio is a reliable product.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio software:
The key features and functionalities of Calabrio software that the surveyed company uses:
The surveyed company achieved the following results with Calabrio software:
Calabrio Software Case Study
This case study of a large enterprise consumer services company is based on a survey of Calabrio Software customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.
“Calabrio is an efficient and friendly product.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio Software:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
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.”
The business challenge that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of Consumer Cellular is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
“Calabrio overall is a great company that innovates its programs by listening to feedback and making changes. Calabrio has top-notch customer service engineers to answer questions and fix any system issues in a timely fashion.”
The business challenge that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of a large enterprise 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 business challenge that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of a large enterprise transportation 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’s functionality is easy to understand and manageable while still being robust enough for even the largest call centers.”
“Calabrio has allowed us to streamline some areas and identify our next areas of need.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
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.
“The search capability within the QM-search tool has improved in simplifying search queries for our operational quality assurance.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of a large enterprise hospitality 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 is user-friendly. It has helped us in training and additional training for our agents. It has also protected us against fraudulent complaints.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
Calabrio ONE Case Study
This case study of a large enterprise hospitality 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 Call Center Director has access to analytical data that he has been able to utilize for agent staffing and performance bonuses.”
“The Calabrio product we have in place has been very stable and the Customer Support has been very efficient and professional the few times I have had to call.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of a medium enterprise hospitality 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.
“Support is excellent.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
Calabrio ONE Case Study
This case study of Paychex is based on a September 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
“Availability and access of call center metrics, such as Schedule Adherence and Conformity in Calabrio, have allowed our business unit to tie bonus compensation percentages to performance merit.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of Desert Financial Credit Union is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
“The intuitive interface and all-in-one-suite have enabled us to provide a platform for our agents that is efficient and easy to use. Our scheduling team has found the WFM product to be effective in producing accurate forecasts and making same-day adjustments. The QM product is simple to navigate but robust enough to capture the information we need for coaching. Our entire senior management team uses the QM product to listen to calls and has found it very easy to use and zero-in on the departments we want to focus on.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of AmTrust Financial Services is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
“Calabrio’s reporting tool has allowed us to evaluate employee performance overall, and monitor agent schedule adherence in real-time. We were able to team up with our supervisors and provide individualized coaching to our agents, which in turn provided more productivity and higher customer service satisfaction. It also allowed WFM to be more interactive with agents regarding time off requests and schedule exceptions with easy to read forecasting.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE: