TechValidate Research on Calabrio ONE

Calabrio Software Case Study

UK Non-Profit saw ROI in 7-12 months after deploying Calabrio software


This case study of a non-profit is based on a March 2018 survey of Calabrio Software customers by TechValidate, a 3rd-party research service. The profiled organisation asked to have their name blinded to protect their confidentiality.


The business challenges that led the profiled organisation to evaluate and ultimately select Calabrio software:

  • Purchased Calabrio because they:
    • Needed to upgrade/technology refresh
  • Used the following vendors prior to choosing Calabrio:
    • Interactive Intelligence
  • Rates the following in terms of how much they influenced their decision to purchase Calabrio software:
    • Lower total cost of ownership: very important
    • Product features: extremely important
    • Ease of use: extremely important
    • Unified suite/integration: very important
    • Superior support and services: important

Use Case

The key features and functionalities of Calabrio software that the surveyed organisation uses:

  • Uses the following Calabrio products:
    • Call Recording
    • Quality Management (QM)
    • Analytics
  • Integrates the following application with their Calabrio software:
    • Cisco platform


The surveyed organisation achieved the following results with Calabrio software:

  • Experienced the following benefit since deploying your Calabrio software:
    • Improved insights into customer behaviour
  • Saw a return on investment (ROI) in 7-12 months after deploying Calabrio software.
  • Increased the productivity of their contact centre by 11-30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by 11-30% 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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