TechValidate Research on Calabrio ONE

Introduction

This case study of a medium enterprise hospitality company is based on a September 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.

Challenges

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

• Vendor replaced by Calabrio:
  • Blue Pumpkin
• Replaced their previous WFO solution with Calabrio for the following reason:
  • Integration with Cisco
• Will deploy their WFO solutions 100% in the cloud in the next 12 months.
• Agrees that it is extremely important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).
• Plans to upgrade or replace the following contact center infrastructure technologies in the next 12 months:
  • ACD
  • Phones
  • IVR
  • Agent desktop software

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

• Using the following modules of Calabrio ONE:
  • Quality Management
  • Workforce Management
• Using the following application in conjunction with their Calabrio software:
  • The Cisco platform
• Currently analyze contact center data to gain business insights.