TechValidate Research on Calabrio ONE


Calabrio ONE Case Study

AmTrust Financial Services Gained Productivity and Improved Customer Satisfaction with Calabrio ONE

Introduction

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

“Calabrio’s reporting tool has allowed us to evaluate employee performance overall, and monitor agent schedule adherence in real-time. We were able to team up with our supervisors and provide individualized coaching to our agents, which in turn provided more productivity and higher customer service satisfaction. It also allowed WFM to be more interactive with agents regarding time off requests and schedule exceptions with easy to read forecasting.”

Challenges

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

  • Vendor(s) replaced by Calabrio:
    • Invision Enterprise
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They were unhappy with their previous vendor’s service and support
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s ease of use
    • They wanted Calabrio’s new features and functionality
  • Agrees that it is extremely 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 modules of Calabrio ONE:
    • Quality Management
    • Workforce Management
  • Using the following applications in conjunction with their Calabrio software:
    • Avaya platform

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Agent initiated mentoring requests




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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