TechValidate Research on Calabrio ONE

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.

Challenges

The business challenge that led Home Product Center to evaluate and ultimately select Calabrio ONE:

• Needing to lower total cost of ownership

Used the following solution prior to switching to Calabrio:

• NICE

Use Case

The key features and functionalities of Calabrio ONE that Home Product Center uses:

• Calabrio Quality Management

Their contact center uses the following metrics to measure performance:

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• Service Quality Index (SQI)

Results

Home Product Center achieved the following results with Calabrio ONE:

• Improved contact center efficiency
• Improved customer satisfaction from 50-75%
• Improved employee engagement from 25-49%
• Decreased cost from 50-75%
• Increased insights into customer behaviors from 50-75%
• Increased contact center efficiency by 75%+

Introduction

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.

Challenges

The profiled company experienced the following challenges with their previous solution prior to implementing Calabrio:

• A lack of product features and functionality
• Insufficient support or services
• Not being user friendly

Used the following solution prior to switching to Calabrio:

• Verint

Use Case

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

• Calabrio Call Recording

Their contact center uses the following metrics to measure performance:

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Handle Time (AHT)

Results

The surveyed company experienced the following benefits since implementing Calabrio:

• Reduced costs
• Improved contact center efficiency
• Saw a return on their investment in Calabrio in 12+ months.

Experienced the following improvements since implementing Calabrio:

• Improved customer satisfaction by 75%+
• Improved employee engagement by 75%+
• Decreased cost by 75%+
• Increased insights into customer behaviors by 75%+
• Increased contact center efficiency by 75%+

Introduction

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.

Challenges

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

• Experienced the following challenges with their previous solution prior to implementing Calabrio:
  • Needing to lower total cost of ownership
• Used the following solutions prior to switching to Calabrio:
  • NICE

Use Case

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

• Using the following Calabrio products:
  • Calabrio Call Recording
  • Calabrio Quality Management
• Their contact center uses the following metrics to measure performance:
  • Customer Satisfaction (CSAT)

Results

The surveyed company achieved the following results with Calabrio ONE:

• Experienced the following benefits since implementing Calabrio:
  • Reduced costs
• Saw a return on their investment in Calabrio in unknown (hasn’t been realized yet).
• Rates the following improvements since implementing Calabrio:
  • improved customer satisfaction: 50-75%
  • improved employee engagement: 50-75%
  • decreased cost: 50-75%
  • increased insights into customer behaviors: 50-75%
  • increased contact center efficiency: 50-75%

Introduction

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.

Challenges

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

• Experienced the following challenges with their previous solution prior to implementing Calabrio:
  • We have chosen this product only.
• Used the following solutions prior to switching to Calabrio:
  • Nil

Use Case

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

• Using the following Calabrio products:
  • Calabrio Call Recording
• Their contact center uses the following metrics to measure performance:
  • Customer Satisfaction (CSAT)

Results

The surveyed company achieved the following results with Calabrio ONE:

• Experienced the following benefits since implementing Calabrio:
  • Improved customer satisfaction
  • Improved contact center efficiency
• Saw a return on their investment in Calabrio immediately.
• Rates the following improvements since implementing Calabrio:
  • improved customer satisfaction: 50-75%
  • improved employee engagement: 50-75%
  • increased contact center efficiency: 75%+

Introduction

This case study of Mcredit is based on a February 2021 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

Challenges

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

• Experienced the following challenges with their previous solution prior to implementing Calabrio:
  • Insufficient support or services
  • Not user friendly
• Used the following solution prior to switching to Calabrio:
  • Microsoft Excel

Use Case

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

• Using the following Calabrio product:
  • Calabrio Workforce Management
  • Calabrio Quality Management
  • Calabrio Call Recording

Results

The surveyed company achieved the following results with Calabrio ONE:

• Experienced the following benefits since implementing Calabrio:
  • Improved customer satisfaction
  • Improved contact center efficiency
• Rates the following improvements since implementing Calabrio:
  • Improved customer satisfaction: 50-75%
  • Improved employee engagement: 50-75%
  • Decreased cost: 50-75%
  • Increased insights into customer behaviors: 50-75%
  • Increased contact center efficiency: 50-75%

Introduction

This case study of Carlson Wagonlit Travel is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

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:
  • 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 module:
  • Call Recording
• Uses the following metric to measure their contact center’s performance:
  • Customer Satisfaction (CSAT)

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 employee engagement
  • Increased insights into customer behavior

Introduction

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.

Challenges

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

• Lower total cost of ownership
• Ease of use
• Unified suite/integration

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 result with Calabrio ONE:

• Reduced costs

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.

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

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.

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.

Introduction

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.

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:
  • Fusion Connect
• Switched from their previous solution because of Calabrio’s:
  • Product features
  • Unified suite/integration

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
  • Advanced Reporting
  • Analytics

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 30% after deploying Calabrio software.
• Increased their customer satisfaction rates by up to 20% since deploying Calabrio.

Introduction

This case study of Tampa General Hospital is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

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:
  • Engage
• Switched from their previous solution because of Calabrio’s:
  • Unified suite/integration

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
• 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
  • Improved contact center efficiency
• Increased the productivity of their contact center by >50% after deploying Calabrio software.
• Increased their customer satisfaction rates by more than 35% since deploying Calabrio.

Introduction

This case study of Housing Solutions is based on a November 2018 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

Challenges

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

• Used the following WFO solutions prior to selecting Calabrio:
  • Telstrat
• Switched from their previous solution because of Calabrio’s:
  • Product features
  • Ease of use
  • Superior support and services

Use Case

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

• Using the following Calabrio ONE modules:
  • Call Recording
• Uses the following metrics to measure their contact center’s performance:
  • First Contact Resolution (FCR)
  • Service level

Results

The surveyed organization achieved the following results with Calabrio ONE:

• Experienced the following benefits since deploying Calabrio:
  • Improved customer satisfaction
  • Improved contact center efficiency
• Increased the productivity of their contact center by 10-30% after deploying Calabrio software.
• Increased their customer satisfaction rates by up to 20% since deploying Calabrio.

Introduction

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

Challenges

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

• Switched from their previous solution because of Calabrio’s:
  • Unified suite/integration

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

Results

The surveyed company achieved the following results with Calabrio ONE:

• Experienced the following benefits since deploying Calabrio:
  • Improved contact center efficiency
  • Increased employee engagement
• Increased the productivity of their contact center by 30-50% after deploying Calabrio software.

Introduction

This case study of Trialcard, Inc. is based on a November 2018 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

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:
  • Zoom
• Switched from their previous solution because of Calabrio’s:
  • Product features
  • Ease of use
  • Unified suite/integration

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
• Uses the following metrics to measure their contact center’s performance:
  • QA Metric

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 employee engagement
  • Increased insights into customer behavior
• Increased the productivity of their contact center by 30-50% after deploying Calabrio software.

Introduction

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.

Challenges

• Used the following WFO solutions prior to selecting Calabrio:
  • Verint
• Switched from their previous solution because of Calabrio’s:
  • Product features
  • Ease of use
  • 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:
  • Workforce Management
  • Advanced Reporting
  • Analytics
• Uses the following metrics to measure their contact center’s performance:
  • Customer Satisfaction (CSAT)
  • Net Promoter Score (NPS)
  • First Contact Resolution (FCR)
  • Likelihood to Recommend (LTR)
  • Customer Effort Score (CES)

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 employee engagement
  • Increased insights into customer behavior
• Increased the productivity of their contact center by 10-30% after deploying Calabrio software.
• Increased their customer satisfaction rates by up to 20% since deploying Calabrio.

Introduction

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

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:
  • NICE
• Switched from their previous solution because of Calabrio’s:
  • Lower total cost of ownership
  • Product features
  • Ease of use
  • Unified suite/integration

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
  • Advanced Reporting
  • Analytics
• Uses the following metric to measure their contact center’s performance:
  • Customer Satisfaction (CSAT)

Results

The surveyed company achieved the following results with Calabrio ONE:

• Experienced the following benefits since deploying Calabrio:
  • Reduced costs
  • Improved contact center efficiency
• Increased the productivity of their contact center by 10-30% after deploying Calabrio software.
• Increased their customer satisfaction rates by up to 20% since deploying Calabrio.

Introduction

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.

Challenges

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

• Purchased Calabrio because they:
  • Needed to upgrade/technology refresh
• Used the following vendors prior to choosing Calabrio:
  • Interactive Intelligence
• 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: extremely important
  • Ease of use: extremely important
  • Unified suite/integration: very important
  • Superior support and services: important

Use Case

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

• Uses the following Calabrio products:
  • Call Recording
  • Quality Management (QM)
  • Analytics
• Integrates the following application with their Calabrio software:
  • Cisco platform

Results

The surveyed organisation achieved the following results with Calabrio software:

• Experienced the following benefit since deploying your Calabrio software:
  • Improved insights into customer behaviour
• Saw a return on investment (ROI) in 7-12 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 Rabobank is based on a 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 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.

Challenges

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

• Purchased Calabrio because they:
  • Are standardising across locations
• Used the following vendor prior to choosing Calabrio:
  • 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: extremely important
  • Ease of use: extremely important
  • Unified suite/integration: very important
  • Superior support and services: extremely important

Use Case

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

• Uses the following Calabrio product:
  • Call Recording
• Integrates the following application with their Calabrio software:
  • Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

• Experienced the following benefits since deploying your Calabrio software:
  • Improved customer satisfaction
  • Reduced costs
  • Improved contact centre efficiency
  • Improved insights into customer behaviour
  • Improved employee engagement
  • Increased sales/revenue
• Saw a return on investment (ROI) in 7-12 months after deploying Calabrio software.

Introduction

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

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

Introduction

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

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:
  • Improving training and skill development programs
  • Enhancing recognition and rewards programs
• Uses the following metrics to correlate level of employee engagement to customer experience:
  • Customer Satisfaction (CSAT)
  • Voice of the Customer
• Changed employee training, coaching, and motivation programs to accommodate the need for loyal agents that can perform higher level activities:
  • Gamification
  • Higher pay and better benefits
  • Clearer opportunities for advancement
• Empowers employees to self-manage their performance in the following ways:
  • Self-assessment and coaching
  • Peer-to-peer mentoring
  • 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
  • Rewarding performance with recreation opportunities

Results

The surveyed company achieved the following results with Calabrio ONE:

• Leverages the following Calabrio ONE feature to support their agent engagement efforts:
  • Intraday Dynamic Scheduling
  • Peer-to-peer mentoring requests
• Uses the following Calabrio ONE features to allow their agents more schedule flexibility:
  • Performance-Based Scheduling
  • Agent Alerts

Introduction

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.

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
  • Enhancing recognition and rewards programs
• Uses the following metrics to correlate level of employee engagement to customer experience:
  • First Contact Resolution (FCR)
  • Customer Satisfaction (CSAT)
  • Likelihood to Recommend (LTR)
• Changed employee training, coaching, and motivation programs to accommodate the need for loyal agents that can perform higher level activities:
  • Gamification
  • Flexible scheduling
  • Peer mentoring
  • E-learning tools
  • Self-assessments and evaluations
• Empowers employees to self-manage their performance in the following ways:
  • Self-scheduling for work/life balance
  • Self-assessment and coaching
  • Peer-to-peer mentoring
  • Dashboards that clearly display performance metrics
• Creates a sense of worth and togetherness for employees in the following ways:
  • Offering gamification
  • 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
  • Intraday Dynamic Scheduling
• Uses the following Calabrio ONE features to allow their agents more schedule flexibility:
  • Intraday Dynamic Scheduling
  • Dynamic Scheduling

Introduction

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.

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.

Introduction

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.

Challenges

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

• Top driver for purchasing Calabrio:
  • Unhappy with an existing vendor
• Evaluated the following vendors prior to choosing Calabrio:
  • NICE
  • Verint
  • InContact

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 CRM system (i.e. salesforce.com)

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: very important
  • Unified suite / integration: extremely important
  • Superior support and services: extremely important
• Benefits experienced since deploying Calabrio software:
  • Improved customer satisfaction
  • Met regulatory compliance standards
  • Increased insights into customer behavior
• Saw a return on investment (ROI) in 12-18 months after deploying Calabrio software.
• Increased the productivity of their contact center by 10-20% after deploying Calabrio software.
• Increased their customer satisfaction rates by 25-35% after deploying Calabrio software.

Introduction

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.

Challenges

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

• Vendor replaced by Calabrio:
  • Digital Speech
• Will deploy their WFO solutions in a combination of private and public cloud in the next 12 months.
• Agrees that it is not important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

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

• Using the following module of Calabrio ONE:
  • Call Recording
• Using the following application in conjunction with their Calabrio software:
  • The Cisco platform
• Currently analyze contact center data to gain business insights.

Introduction

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.

Challenges

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

• Will deploy their WFO solutions 100% on-premises (no cloud) in the next 12 months.
• Agrees that it is extremely important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).
• Plans to upgrade or replace the following contact center infrastructure technologies in the next 12 months:
  • Phones
  • Agent desktop software

Use Case

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

• Using the following modules of Calabrio ONE:
  • Call Recording
  • Quality Management
  • Workforce Management
• Using the following application in conjunction with their Calabrio software:
  • The Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

• Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
  • Dynamic Scheduling
  • Evaluation calibration

Introduction

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.

Challenges

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

• Vendor replaced by Calabrio:
  • Blue Pumpkin
• Replaced their previous WFO solution with Calabrio for the following reason:
  • Integration with Cisco
• Will deploy their WFO solutions 100% in the cloud in the next 12 months.
• Agrees that it is extremely important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).
• Plans to upgrade or replace the following contact center infrastructure technologies in the next 12 months:
  • ACD
  • Phones
  • IVR
  • Agent desktop software

Use Case

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

• Using the following modules of Calabrio ONE:
  • Quality Management
  • Workforce Management
• Using the following application in conjunction with their Calabrio software:
  • The Cisco platform
• Currently analyze contact center data to gain business insights.

Introduction

This case study of Paychex is based on a September 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

Challenges

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

• Vendor replaced by Calabrio:
  • Verint
• Replaced their previous WFO solution with Calabrio for the following reason:
  • They needed a unified suite of products
• Will deploy their WFO solutions 100% in the cloud in the next 12 months.
• Agrees that it is very important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

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

• Using the following module of Calabrio ONE:
  • Workforce Management
• Using the following application in conjunction with their Calabrio software:
  • Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

• Uses the following feature within Calabrio ONE to engage their workforce and reduce agent turnover:
  • Forecasting & Scheduling

Introduction

This case study of Desert Financial Credit Union is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

Challenges

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

• Vendors replaced by Calabrio:
  • NICE
  • Aspect
• Replaced their previous WFO solution with Calabrio for the following reasons:
  • They needed a unified suite of products
  • They were unhappy with their previous vendor’s service and support
  • They wanted Calabrio’s ease of use
  • They wanted Calabrio’s new features and functionality
  • They needed to lower their total cost of ownership
• Agrees that it is very important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

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

• Using the following modules of Calabrio ONE:
  • Call Recording
  • Quality Management
  • Workforce Management
• Using the following application in conjunction with their Calabrio software:
  • Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

• Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
  • Dynamic Scheduling
  • Evaluation calibration

Introduction

This case study of AmTrust Financial Services is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

Challenges

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

• Vendor(s) replaced by Calabrio:
  • Invision Enterprise
• Replaced their previous WFO solution with Calabrio for the following reasons:
  • They needed scalability for contact center growth
  • They were unhappy with their previous vendor’s service and support
  • They wanted a technology refresh / modern architecture
  • They wanted Calabrio’s ease of use
  • They wanted Calabrio’s new features and functionality
• Agrees that it is extremely important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

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

• Using the following modules of Calabrio ONE:
  • Quality Management
  • Workforce Management
• Using the following application in conjunction with their Calabrio software:
  • Avaya platform

Results

The surveyed company achieved the following results with Calabrio ONE:

• Uses the following feature within Calabrio ONE to engage their workforce and reduce agent turnover:
  • Agent initiated mentoring requests