TechValidate Research on Calabrio ONE

Introduction

This case study of a Large Enterprise Financial Services Company is based on a 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 over Verint:

• Lower total cost of ownership
• Ease of use
• 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
  • Analytics

• 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 result with Calabrio ONE:

• Reduced costs