Calabrio ONE Enterprise Wholesale Distribution Company Improves Call Center Efficiency with Calabrio

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Calabrio ONE Case Study

Enterprise Wholesale Distribution Company Improves Call Center Efficiency with Calabrio

Introduction

This case study of a medium enterprise wholesale distribution 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 increased the call center’s efficiency by allowing our managers to maintain quality standards in the center.”

“Calabrio’s products are solid and require little to no intervention.”

Challenges

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

Top drivers for purchasing Calabrio:
- Wanted contact center growth
- Needed an upgrade or technology refresh

Use Case

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

Application used in conjunction with Calabrio software:
- The Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

Rates the following in terms of how much they influenced the decision to purchase Calabrio software:
- Lower Total Cost of Ownership: extremely important
- Product features: extremely important
- Ease of use: extremely important
- Unified suite / integration: extremely important
- Superior support and services: extremely important
Benefits experienced since deploying Calabrio software:
- Improved customer satisfaction
- Met regulatory compliance standards
- Reduced costs
- Improved contact center efficiency
- Increased insights into customer behavior
- Improved employee satisfaction
- Increased sales / revenue
Saw a return on investment (ROI) in 3-6 months after deploying Calabrio software.
Increased the productivity of their contact center by 20-30% after deploying Calabrio software.
Increased their customer satisfaction rates by 25-35% after deploying Calabrio software.

About Calabrio ONE

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.

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