TechValidate Research on Calabrio ONE

Calabrio ONE Case Study

British Non-Profit Improves Performance Management with Calabrio ONE


This case study of a non-profit is based on a September 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

“Calabrio has made it more efficient and consistent to evaluate our agents’ performance, which has made it much easier for regular performance management meetings and improving quality across the center.”


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

  • Chose Calabrio ONE for the following reasons:
    • They needed scalability for contact center growth
    • They needed a unified suite of products
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s ease of use
    • They wanted Calabrio’s new features and functionality
  • Agrees that it is very important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

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

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
  • Using the following applications in conjunction with their Calabrio software:
    • Cisco platform
  • Will start analyzing contact center data to gain business insights in the next 12 months.


The surveyed organization achieved the following results with Calabrio ONE:

  • Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Dynamic Scheduling
    • Evaluation calibration

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.

More Research on Calabrio ONE