TechValidate Research on Calabrio ONE

Calabrio ONE Case Study

Paychex Tracks Agent Performance Data with Calabrio ONE


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

“Availability and access of call center metrics, such as Schedule Adherence and Conformity in Calabrio, have allowed our business unit to tie bonus compensation percentages to performance merit.”


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

  • Vendor replaced by Calabrio:
    • Verint
  • Replaced their previous WFO solution with Calabrio for the following reason:
    • They needed a unified suite of products
  • Will deploy their WFO solutions 100% in the cloud in the next 12 months.
  • Agrees that it is very 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 module of Calabrio ONE:
    • Workforce Management
  • Using the following application in conjunction with their Calabrio software:
    • Cisco platform


The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following feature within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Forecasting & Scheduling

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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