TechValidate Research on Calabrio ONE

Calabrio ONE Case Study

UK-Based Housing Solutions Sees Increased Customer Satisfaction After Deploying Calabrio


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

“Our customer satisfaction has increased, and we now have reliable call recording, which results in fewer IT tickets and happier contact center managers.”


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

  • Used the following WFO solutions prior to selecting Calabrio:
    • Telstrat
  • Switched from their previous solution because of Calabrio’s:
    • Product features
    • Ease of use
    • Superior support and services

Use Case

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

  • Using the following Calabrio ONE modules:
    • Call Recording
  • Uses the following metrics to measure their contact center’s performance:
    • First Contact Resolution (FCR)
    • Service level


The surveyed organization 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 10-30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by up to 20% 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.

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