TechValidate Research on Calabrio ONE

Calabrio ONE Case Study

UK-Based Financial Services Company Increases Contact Center Productivity with Calabrio


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.

“Calabrio has had a positive impact, and we’ve seen more transparency in terms of behavior. It’s easier to use for tracking metrics.”


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)


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

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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