Introduction

This case study of a medium enterprise insurance company is based on a November 2018 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:

• Used the following WFO solutions prior to selecting Calabrio:
  • Fusion Connect
• Switched from their previous solution because of Calabrio’s:
  • Product features
  • 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
  • Advanced Reporting
  • Analytics

Results

The surveyed company achieved the following results with Calabrio ONE:

• Experienced the following benefits since deploying Calabrio:
  • Improved customer satisfaction
  • Improved contact center efficiency
  • Increased insights into customer behavior
• Increased the productivity of their contact center by more than 30% after deploying Calabrio software.
• Increased their customer satisfaction rates by up to 20% since deploying Calabrio.