TechValidate Research on Calabrio ONE

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.

Challenges

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

• Vendor replaced by Calabrio:
  • Digital Speech
• Will deploy their WFO solutions in a combination of private and public cloud in the next 12 months.
• Agrees that it is not 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:
  • Call Recording
• Using the following application in conjunction with their Calabrio software:
  • The Cisco platform
• Currently analyze contact center data to gain business insights.