TechValidate Research on Calabrio ONE

Calabrio ONE Case Study

Carlson Wagonlit Travel Replaces, Sees Improved Contact Center Efficiency


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


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

  • 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)


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

About This Data

This data was sourced directly from verified users of Calabrio ONE by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.

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