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TechValidate Research on Calabrio ONE


Calabrio ONE Case Study

Desert Schools Federal Credit Union Smooths Contact Center Operations with Calabrio ONE

Introduction

This case study of Desert Schools Federal Credit Union is based on a September 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“The intuitive interface and all-in-one-suite have enabled us to provide a platform for our agents that is efficient and easy to use. Our scheduling team has found the WFM product to be effective in producing accurate forecasts and making same day adjustments. The QM product is simple to navigate but robust enough to capture the information we need for coaching. Our entire senior management team uses the QM product to listen to calls and has found it very easy to use and zero-in on the departments we want to focus on.”

Challenges

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

  • Vendors replaced by Calabrio:
    • NICE
    • Aspect
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed a unified suite of products
    • They were unhappy with their previous vendor’s service and support
    • They wanted Calabrio’s ease of use
    • They wanted Calabrio’s new features and functionality
    • They needed to lower their total cost of ownership
  • 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 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 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.


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