TechValidate Research on Calabrio ONE

Calabrio ONE Case Study

Medium International Enterprise Professional Services Company


This case study of a medium enterprise professional services company is based on an April 2021 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.

“We’ve experienced improved customer satisfaction by up to 75% since implementing Calabrio”


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

  • Experienced the following challenges with their previous solution prior to implementing Calabrio:
    • Needing to lower total cost of ownership
  • Used the following solutions prior to switching to Calabrio:
    • NICE

Use Case

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

  • Using the following Calabrio products:
    • Calabrio Call Recording
    • Calabrio Quality Management
  • Their contact center uses the following metrics to measure performance:
    • Customer Satisfaction (CSAT)


The surveyed company achieved the following results with Calabrio ONE:

  • Experienced the following benefits since implementing Calabrio:
    • Reduced costs
  • Saw a return on their investment in Calabrio in unknown (hasn’t been realized yet).
  • Rates the following improvements since implementing Calabrio:
    • improved customer satisfaction: 50-75%
    • improved employee engagement: 50-75%
    • decreased cost: 50-75%
    • increased insights into customer behaviors: 50-75%
    • increased contact center efficiency: 50-75%

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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