Calabrio ONE Vitas Healthcare Utilizes Calabrio for a Smooth Technology Refresh

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Calabrio ONE Case Study

Vitas Healthcare Utilizes Calabrio for a Smooth Technology Refresh

Introduction

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

“I could list a lot of benefits we’ve realized with Calabrio, but the most important one is the transparency it gives our staff for understanding their performance as well as the overall impact it brings to the team, business, and company mission.”

“Ease of use for floor management and agents. Awesome Tech support and networking with other customers are highly encouraged, often answering many questions, learning tips, and real-world scenarios. I feel part of the Calabrio Family!”

Challenges

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

Top drivers for purchasing Calabrio:
- Wanted contact center growth
- Needed to automate
- Are standardizing across locations
- Needed an upgrade or technology refresh
Evaluated the following vendors prior to choosing Calabrio:
- Verint
- InContact
- Aspect

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: 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
- Improved contact center efficiency
- Increased insights into customer behavior
- Improved employee satisfaction
- Product gives a custom feel, that meees out business needs
Saw a return on investment (ROI) in 6-9 months after deploying Calabrio software
Increased the productivity of their contact center by >50% after deploying Calabrio software
Increased their customer satisfaction rates by 35-45% after deploying Calabrio software

About Calabrio ONE

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.

Learn More:

Calabrio

Calabrio ONE

TechValidate Research on Calabrio ONE