TechValidate Research on Calabrio ONE

Calabrio ONE Case Study

Small Business Insurance Company Partners with Calabrio


This case study of a small business insurance company is based on a February 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

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


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

  • 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.


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.

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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