TechValidate Research on Calabrio ONE

Calabrio ONE Case Study

State & Local Government Improves Abandonment rate and Customer Satisfaction with Calabrio


This case study of a state & local government is based on a February 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

“Calabrio has improved our abandoned rate and improved our customer satisfaction.”


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

  • Top driver for purchasing Calabrio:
    • Were unhappy with an existing vendor
  • Evaluated the following vendors prior to choosing Calabrio:
    • NICE
    • Verint
    • Genesys

Use Case

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

  • Applications used in conjunction with Calabrio software:
    • The Avaya platform
    • A CRM system (i.e.


The surveyed organization 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: extremely important
    • Unified suite / integration: very important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Improved contact center efficiency
  • Saw a return on investment (ROI) in 12-18 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 25-35% 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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