Calabrio ONE Paychex Tracks Agent Performance Data with Calabrio ONE

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Calabrio ONE Case Study

Paychex Tracks Agent Performance Data with Calabrio ONE

Introduction

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.”

Challenges

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

Results

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 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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