The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
- Will deploy their WFO solutions 100% on-premises (no 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:
- Agent desktop software
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
- Using the following application in conjunction with their Calabrio software:
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