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TechValidate Research on Calabrio ONE


Calabrio ONE Case Study

Emblem Health Enjoys Great Customer Service with Calabrio

Introduction

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

“Calabrio provides great service to their customers.”

Challenges

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

  • Vendor(s) replaced by Calabrio:
    • Verint
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • 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 extremely 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

  • Using the following applications in conjunction with their Calabrio software:
    • Avaya platform
  • Will start analyzing contact center data to gain business insights in the next 12 months.

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




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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