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TechValidate Research on Calabrio ONE


Calabrio ONE Case Study

Vitas Healthcare Utilizes Calabrio for a Smooth Technology Refresh

Introduction

This case study of VITAS Healthcare Corporation is based on a February 2016 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.”

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 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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