TechValidate Research on Calabrio ONE

Introduction

This case study of a Fortune 500 telecommunications services company is based on a November 2018 survey of Calabrio ONE 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 ONE:

• Used the following WFO solutions prior to selecting Calabrio:
  • Verint
• Switched from their previous solution because of Calabrio’s:
  • Lower total cost of ownership
  • Product features
  • Ease of use
  • Unified suite/integration
  • Superior support and services

Use Case

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

• Using the following Calabrio ONE modules:
  • Call Recording
  • Quality Management
  • Workforce Management
  • Analytics
• Uses the following metrics to measure their contact center’s performance:
  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)

Results

The surveyed company achieved the following results with Calabrio ONE:

• Experienced the following benefits since deploying Calabrio:
  • Improved customer satisfaction
  • Reduced costs
  • Improved contact center efficiency
  • Increased insights into customer behavior
• Increased the productivity of their contact center by more than 10% after deploying Calabrio software.
• Increased their customer satisfaction rates by more than 35% since deploying Calabrio.