TechValidate Research on Calabrio ONE

Calabrio ONE Case Study

Lending Club Leverages Calabrio ONE for Improved Agent Coaching


This case study of Lending Club is based on a September 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“We are able to use reporting for multiple QM functions. It has been the biggest help in holding calibration sessions and to pull reports on scores and discuss various questions. Agents can in turn review graded calls in real time and implement feedback.”


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

  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s ease of use
    • They wanted Calabrio’s new features and functionality
  • 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.).

Use Case

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

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
    • Analytics
  • Using the following applications in conjunction with their Calabrio software:
    • CRM system (e.g.
    • Post-call survey application
  • Currently analyzing contact center data to gain business insights.


The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Dynamic Scheduling
    • Evaluation calibration

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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