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TechValidate Research on Calabrio ONE


Calabrio ONE Case Study

HCA Healthcare, Inc. Increases Productivity by 40-50% with Calabrio

Introduction

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

“Calabrio software has been extremely strong in pinpointing and correcting our problem areas as well as allowing us to have a centralized location to view our daily schedule.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Standardizing across locations
  • Evaluated the following vendors prior to choosing Calabrio:
    • Interactive Intelligence

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: very important
    • Product features: extremely important
    • Ease of use: extremely important
    • Unified suite / integration: extremely important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Increased insights into customer behavior
  • Saw a return on investment (ROI) in 6-9 months after deploying Calabrio software
  • Increased the productivity of their contact center by 40-50% after deploying Calabrio software
  • Increased their customer satisfaction rates by 35-45% 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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