TechValidate Research on Calabrio ONE

Fortune 500 Company Chooses Calabrio Over Aspect


This case study of a Fortune 500 telecommunications services company is based on a 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.

“Calabrio is currently used to record 100% inbound calls to our contact center. It is used to improve customer satisfaction through managers’ ability to monitor and score calls and provide agent feedback as well as allows us to review recordings to validate customer disputes.”

“Calabrio is a cost-effective tool used in the contact center environment allowing flexibility in how teams evaluate agent performance and demonstrating ways agents can provide a higher level of customer service.”


  • Top drivers for purchasing Calabrio:
    • Wanted contact center growth
    • Standardizing across locations
  • Evaluated the following vendor prior to choosing Calabrio:
    • Aspect

Use Case

  • Application used in conjunction with Calabrio software:
    • The Cisco platform


  • 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: very important
    • Ease of use: very important
    • Unified suite / integration: very important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Reduced costs
    • Improved contact center efficiency
  • Saw a return on investment (ROI) in 6-9 months after deploying Calabrio software.
  • Increased the productivity of their contact center by up to 10% after deploying Calabrio software.
  • Increased their customer satisfaction rates by up to 15% 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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