TechValidate Research on Calabrio ONE


Calabrio ONE Case Study

AXA Seguros Mexico says Calabrio “Is Easy to Use and Intuitive”

Introduction

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

“The operation impact we’ve realized with Calabrio is very important, as it allows us to have QM and WFM working together.”

Challenges

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

  • Top drivers for purchasing Calabrio:
    • Wanted contact center growth
    • Were unhappy with an existing vendor
  • Evaluated the following vendors prior to choosing Calabrio:
    • NICE
    • Genesys

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: extremely important
    • Ease of use: very important
    • Unified suite / integration: very important
    • Superior support and services: very important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Improved contact center efficiency
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 3-6 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.


More Research on Calabrio ONE