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:
- 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.