Calabrio ONE Large Enterprise Retail Company Chose the Unified Calabrio ONE Suite

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Calabrio ONE Case Study

Large Enterprise Retail Company Chose the Unified Calabrio ONE Suite

Introduction

This case study of a large enterprise retail 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.

“Stable application and easy to use.”

Challenges

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

Chose Calabrio for the following reasons:
- They needed scalability for contact center growth
- They wanted a technology refresh / modern architecture
- They wanted Calabrio’s ease of use
Will deploy their WFO solutions in a combination of private and public cloud in the next 12 months.

Use Case

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

Using the following modules of Calabrio ONE:
- Call Recording
- Quality Management
- Workforce Management
Using the following application in conjunction with their Calabrio software:
- Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

Uses the following feature within Calabrio ONE to engage their workforce and reduce agent turnover:
- Agent initiated mentoring requests

About Calabrio ONE

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.

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