TechValidate Research on Calabrio ONE


“One Of The Most Comprehensive Call Center Applications I Have Found.”

Introduction

This case study of a small business telecommunications services company is based on a March 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“Calabrio has made our center far more efficient through proper staffing. The ability to graph trends allows us to proactively inform our customers of trends affecting their business they were unaware existed.”

“One of the most comprehensive call center applications I have found.”

Challenges

  • Top driver for purchasing Calabrio:
    • Needed to automate
  • Evaluated the following vendors prior to choosing Calabrio:
    • NICE
    • Verint
    • InContact
    • Aspect
    • Zoom

Use Case

  • Applications used in conjunction with Calabrio software:
    • A CRM system (i.e. salesforce.com)
    • A eLearning system
    • A customer survey application

Results

  • Rates the following as important for the decision to purchase Calabrio software:
    • Product features
    • Ease of use
    • Unified suite / integration
    • Superior support and services
  • Benefits experienced since deploying Calabrio software:
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Improved employee satisfaction
    • Increased sales / revenue
  • Saw a return on investment (ROI) in 9-12 months after deploying Calabrio software.
  • Increased the productivity of their contact center by 30-40% after deploying Calabrio software.
  • Increased their customer satisfaction rates by 35-45% 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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