TechValidate Research on Calabrio ONE


Calabrio ONE Case Study

Flight Centre Reduces Hold Times with Calabrio

Introduction

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

“Since implementing Calabrio, we have seen improvements in our customer experience, and hold times have reduced as we are not rostering people at the right times and monitoring adherence. AHT has been reduced due to the transparency in these stats and agents feel better informed about their performance and ability to monitor themselves.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Needed to automate
  • Evaluated the following vendor prior to choosing Calabrio:
    • Verint

Use Case

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

  • Application used in conjunction with Calabrio software:
    • The Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Rates the following in terms of how much they influenced the decision to purchase Calabrio software:
    • Lower Total Cost of Ownership: extremely important
    • Product features: important
    • Ease of use: very important
    • Unified suite / integration: extremely important
    • Superior support and services: important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Improved contact center efficiency
    • Increased insights into customer behavior
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 6-9 months after deploying Calabrio software
  • Increased the productivity of their contact center by 20-30% after deploying Calabrio software
  • Increased their customer satisfaction rates by 15-25% after deploying Calabrio software




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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