TechValidate Research on Calabrio ONE

Introduction

This case study of a large enterprise consumer services company is based on a survey of Calabrio Software 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 Software:

• Purchased Calabrio because they:
  • Are standardising across locations
• Used the following vendor prior to choosing Calabrio:
  • Verint
• Rates the following in terms of how much they influenced their decision to purchase Calabrio software:
  • Lower total cost of ownership: very important
  • Product features: extremely important
  • Ease of use: extremely important
  • Unified suite/integration: very important
  • Superior support and services: extremely important

Use Case

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

• Uses the following Calabrio product:
  • Call Recording
• Integrates the following application with their Calabrio software:
  • Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

• Experienced the following benefits since deploying your Calabrio software:
  • Improved customer satisfaction
  • Reduced costs
  • Improved contact centre efficiency
  • Improved insights into customer behaviour
  • Improved employee engagement
  • Increased sales/revenue
• Saw a return on investment (ROI) in 7-12 months after deploying Calabrio software.