Calabrio ONE Small Business Insurance Company Partners with Calabrio

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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.

About Calabrio ONE

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.

Learn More:

Calabrio

Calabrio ONE

TechValidate Research on Calabrio ONE