TechValidate Research on Calabrio ONE


Calabrio ONE Case Study

Shaw Communications Improves Customer Satisfaction by Gaining Insight into Customer Behavior with Calabrio ONE

Introduction

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

“Accountability and Efficiency has increased.”

Challenges

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

  • Top drivers for purchasing Calabrio:
    • Wanted contact center growth
    • Needed to automate
    • Were standardizing across locations
  • Evaluated the following vendor prior to choosing Calabrio:
    • NICE

Use Case

  • Application used in conjunction with Calabrio software:
    • Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Rates the following in terms of how much they influenced the decision to purchase Calabrio software:
    • Lower Total Cost of Ownership: Extremely important
    • Product features: Extremely important
    • Ease of use: Extremely important
    • Unified suite / integration: Very important
    • Superior support and services: Extremely important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Increased insights into customer behavior
    • Improved employee satisfaction
    • Increased sales / revenue
  • Saw a return on investment (ROI) in 18-24 months after deploying Calabrio software.
  • Increased the productivity of their contact center by 10-20% after deploying Calabrio software.
  • Increased their customer satisfaction rates by up to 15% after deploying Calabrio software.




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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