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TechValidate Research on Calabrio ONE


Calabrio ONE Case Study

Large Enterprise Hospitality Company Utilizes Calabrio for Agent Scheduling

Introduction

This case study of a large 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.

“The Call Center Director has access to analytical data that he has been able to utilize for agent staffing and performance bonuses.”

Challenges

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:
    • Phones
    • 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:
    • Call Recording
    • Quality Management
    • Workforce Management
  • Using the following application in conjunction with their Calabrio software:
    • The Cisco platform

Results

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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