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TechValidate Research on Calabrio ONE


Calabrio ONE Case Study

Medium Enterprise Hospitality Company Highly Recommends Calabrio

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.





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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