TechValidate Research on Calabrio ONE

63 Case Studies – Page 1 of 3


Calabrio ONE Case Study

Carlson Wagonlit Travel Replaces, Sees Improved Contact Center Efficiency

Introduction

This case study of Carlson Wagonlit Travel 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:
    • 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
  • Uses the following metrics 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

Calabrio ONE Case Study

Enterprise Financial Services Company Replaces Verint, Realizes Cost Savings with Calabrio

Introduction

This case study of a Large Enterprise Financial Services Company is based on a November 2018 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 cost less and focused us on what we need rather than a lot of features we don’t need”

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 results with Calabrio ONE:

  • Reduced costs

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 November 2018 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 solutions 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 November 2018 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.”

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 Case Study

Maryland-Based Insurance Company Increases Contact Center Productivity by More than 30% After Deploying Calabrio

Introduction

This case study of a medium enterprise insurance company is based on a November 2018 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 its interday, week, month, quarter, or year. "

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.

Calabrio ONE Case Study

Tampa General Hospital Increases Contact Center Productivity by 50% with Calabrio

Introduction

This case study of Tampa General Hospital is based on a November 2018 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.”

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:
    • 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.

Calabrio ONE Case Study

UK-Based Housing Solutions Sees Increased Customer Satisfaction After 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.

“Our customer satisfaction has increased, and we now have reliable call recording, which results in fewer IT tickets and happier contact center managers.”

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.

Calabrio ONE Case Study

Broadway Bank Improves Contact Center Productivity by More than 30% After Deploying Calabrio

Introduction

This case study of Broadway Bancshares, Inc. is based on a November 2018 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.”

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.

Calabrio ONE Case Study

Trialcard Increases Contact Center Productivity by More Than 30% After Deploying Calabrio

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.

“We’ve had a better view of results and reporting with Calabrio.”

“Just simple operational use has increased the productivity of the QC team.”

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.

Calabrio ONE Case Study

Wisconsin-Based Insurance Company Improves Agent Engagement with Calabrio

Introduction

This case study of a medium enterprise insurance company is based on a November 2018 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.”

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.

Calabrio ONE Case Study

Americo Financial Life and Annuity sees improved productivity and customer satisfaction after replacing NICE

Introduction

This case study of Americo Life, Inc. is based on a November 2018 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.”

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:
    • 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 metrics 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.

Calabrio Software Case Study

UK Non-Profit saw ROI in 7-12 months after deploying Calabrio software

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.

Calabrio Software Case Study

Rabobank saw a ROI in 24 months after deploying Calabrio software

Introduction

This case study of Rabobank is based on an April 2018 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.

Calabrio Software Case Study

Large Belgian Consumer Services Company Switches to Calabrio

Introduction

This case study of a large enterprise consumer services company is based on a March 2018 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.

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 July 2017 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.”

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

Calabrio ONE Case Study

Consumer Cellular Leverages Unique Calabrio Solutions to Support Contact Center Workforce Engagement

Introduction

This case study of Consumer Cellular is based on a July 2017 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.”

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

Calabrio ONE Case Study

Large Enterprise Telecommunications and Cable Services Company Improves Employee Engagement with Calabrio ONE

Introduction

This case study of a large enterprise telecommunications services company is based on a July 2017 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

Calabrio ONE Case Study

Shaw Communications Improves Customer Satisfaction by Gaining Insight into Customer Behavior with Calabrio ONE

Introduction

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

“Accountability and Efficiency has increased.”

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 to automate
    • Were standardizing across locations
  • Evaluated the following vendor prior to choosing Calabrio:
    • NICE

Use Case

  • Application used in conjunction with Calabrio software:
    • 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: Extremely important
    • Product features: Extremely important
    • Ease of use: Extremely important
    • Unified suite / integration: Very important
    • Superior support and services: Extremely important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Increased insights into customer behavior
    • Improved employee satisfaction
    • Increased sales / revenue
  • Saw a return on investment (ROI) in 18-24 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 up to 15% after deploying Calabrio software.

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.

Calabrio ONE Case Study

Small Business Insurance Company Partners with Calabrio

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.

“The search capability within the QM-search tool has improved in simplifying search queries for our operational quality assurance.”

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.

Calabrio ONE Case Study

Large Enterprise Hospitality Company

Introduction

This case study of a large enterprise hospitality company is based on a September 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 is user-friendly. It has helped us in training and additional training for our agents. It has also protected us against fraudulent complaints.”

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.

Calabrio ONE Case Study

Large Enterprise Hospitality Company Utilizes Calabrio for Agent Scheduling

Introduction

This case study of a large enterprise hospitality company is based on a September 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 Call Center Director has access to analytical data that he has been able to utilize for agent staffing and performance bonuses.”

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

Calabrio ONE Case Study

Medium Enterprise Hospitality Company Highly Recommends Calabrio

Introduction

This case study of a medium enterprise hospitality company is based on a September 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:

  • 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.

Calabrio ONE Case Study

Paychex Tracks Agent Performance Data with Calabrio ONE

Introduction

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.”

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

Calabrio ONE Case Study

Desert Financial Credit Union Smooths Contact Center Operations with Calabrio ONE

Introduction

This case study of Desert Financial Credit Union is based on a September 2016 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.”

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

Calabrio ONE Case Study

AmTrust Financial Services Gained Productivity and Improved Customer Satisfaction with Calabrio ONE

Introduction

This case study of AmTrust Financial Services is based on a September 2016 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.”

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 applications in conjunction with their Calabrio software:
    • Avaya 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:
    • Agent initiated mentoring requests

Calabrio ONE Case Study

Emblem Health Enjoys Great Customer Service with Calabrio

Introduction

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

“Calabrio provides great service to their customers.”

Challenges

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

  • Vendor(s) replaced by Calabrio:
    • Verint
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • 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

  • Using the following applications in conjunction with their Calabrio software:
    • Avaya platform
  • Will start analyzing contact center data to gain business insights in the next 12 months.

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

Calabrio ONE Case Study

Lending Club Leverages Calabrio ONE for Improved Agent Coaching

Introduction

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

“We are able to use reporting for multiple QM functions. It has been the biggest help in holding calibration sessions and to pull reports on scores and discuss various questions. Agents can in turn review graded calls in real time and implement feedback.”

Challenges

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

  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • 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:
    • Call Recording
    • Quality Management
    • Workforce Management
    • Analytics
  • Using the following applications in conjunction with their Calabrio software:
    • CRM system (e.g. salesforce.com)
    • Post-call survey application
  • Currently analyzing contact center data to gain business insights.

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

Calabrio ONE Case Study

Large Enterprise Retail Company Chose the Unified Calabrio ONE Suite

Introduction

This case study of a large enterprise retail company is based on a September 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:

  • Chose Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s ease of use
  • Will deploy their WFO solutions in a combination of private and public cloud in the next 12 months.

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 applications 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:
    • Agent initiated mentoring requests

Calabrio ONE Case Study

Large Enterprise Retail Company Switched to the Unified Calabrio ONE Suite

Introduction

This case study of a large enterprise retail company is based on a September 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:

  • Vendor(s) replaced by Calabrio:
    • Nortel
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed a unified suite of products
    • They wanted a technology refresh / modern architecture
    • 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:
    • Call Recording
    • Quality Management
    • Workforce Management
    • Analytics
  • Using the following applications in conjunction with their Calabrio software:
    • Cisco platform
    • CRM system (e.g. salesforce.com)

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



More Research on Calabrio ONE