TechValidate Research on Calabrio ONE

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