TechValidate Research on Calabrio ONE

Calabrio ONE Case Study

Large Enterprise Professional Services Company


This case study of a large enterprise professional services company is based on an April 2021 survey of Calabrio customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Our deployment of Calabrio One was easy and we’ve seen little issues.”


The profiled company experienced the following challenges with their previous solution prior to implementing Calabrio:

  • A lack of product features and functionality
  • Insufficient support or services
  • Not being user friendly

Used the following solution prior to switching to Calabrio:

  • Verint

Use Case

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

  • Calabrio Call Recording

Their contact center uses the following metrics to measure performance:

  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)
  • Average Handle Time (AHT)


The surveyed company experienced the following benefits since implementing Calabrio:

  • Reduced costs
  • Improved contact center efficiency
  • Saw a return on their investment in Calabrio in 12+ months.

Experienced the following improvements since implementing Calabrio:

  • Improved customer satisfaction by 75%+
  • Improved employee engagement by 75%+
  • Decreased cost by 75%+
  • Increased insights into customer behaviors by 75%+
  • Increased contact center efficiency by 75%+

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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