TechValidate Research on Calabrio ONE


Calabrio ONE Case Study

Tampa General Hospital Increases Contact Center Productivity by 50% with Calabrio

Introduction

This case study of Tampa General Hospital is based on a November 2018 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“We’ve been given insight into contact center agents interactions with patients, and have been able to provide a better customer experience.”

Challenges

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

  • Used the following WFO solutions prior to selecting Calabrio:
    • Engage
  • Switched from their previous solution because of Calabrio’s:
    • Unified suite/integration

Use Case

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

  • Using the following Calabrio ONE modules:
    • Call Recording
    • Quality Management
    • Workforce Management
  • Uses the following metrics to measure their contact center’s performance:
    • Customer Satisfaction (CSAT)
    • First Contact Resolution (FCR)

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Experienced the following benefits since deploying Calabrio:
    • Improved customer satisfaction
    • Improved contact center efficiency
  • Increased the productivity of their contact center by >50% after deploying Calabrio software.
  • Increased their customer satisfaction rates by more than 35% since deploying Calabrio.




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.


More Research on Calabrio ONE