TechValidate Research on Calabrio ONE

62 Case Studies – Page 2 of 3


Calabrio ONE Case Study

British Non-Profit Improves Performance Management with Calabrio ONE

Introduction

This case study of a non-profit is based on a September 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 made it more efficient and consistent to evaluate our agents’ performance, which has made it much easier for regular performance management meetings and improving quality across the center.”

Challenges

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

  • Chose Calabrio ONE for the following reasons:
    • They needed scalability for contact center growth
    • They needed a unified suite of products
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s ease of use
    • They wanted Calabrio’s new features and functionality
  • Agrees that it is very important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

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

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
  • Using the following applications in conjunction with their Calabrio software:
    • Cisco platform
  • Will start analyzing contact center data to gain business insights in the next 12 months.

Results

The surveyed organization achieved the following results with Calabrio ONE:

  • Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Dynamic Scheduling
    • Evaluation calibration

Calabrio ONE Case Study

European Bank Leverages Calabrio ONE to Monitor Compliance

Introduction

This case study of a medium enterprise banking 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.

“We use Calabrio ONE for compliance and training purposes.”

Challenges

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

  • Vendor replaced by Calabrio:
    • NICE
  • Replaced their previous WFO solution with Calabrio for the following reason:
    • They needed to lower their total cost of ownership

Use Case

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

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
  • Using the following application in conjunction with their Calabrio software:
    • Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following feature within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Compliance purposes

Calabrio ONE Case Study

Large Enterprise Transportation Services Company Leverages Calabrio’s Dynamic Scheduling Feature to Reward Contact Center Agents

Introduction

This case study of a large enterprise transportation 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 allows us to dive deep into an agent’s adherence. This gives an agent an understanding of how they affect the organization’s goals. We currently use this measure to evaluate and coach agents. A reward for them is the flexibility Calabrio offers using Dynamic Scheduling and Dynamic Availability.”

“The user interface is very easy to navigate.”

Challenges

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

  • Vendor replaced by Calabrio:
    • GMT – Planet

Use Case

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

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
  • Using the following application in conjunction with their Calabrio software:
    • Cisco platform
  • Currently analyzing contact center data to gain business insights.
  • Uses the following feature within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Dynamic Scheduling

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s new features and functionality
  • Will deploy their WFO solutions in a combination of private and public cloud in the next 12 months.
  • Agrees that it is extremely important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Calabrio ONE Case Study

Global 500 Transportation Services Company Switched to Calabrio ONE to Support Need to Scale

Introduction

This case study of a Global 500 transportation services company is based on a September 2016 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.

Challenges

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

  • Vendor replaced by Calabrio:
    • NICE

Use Case

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

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
  • Using the following application in conjunction with their Calabrio software:
    • Cisco platform
  • Currently analyzing contact center data to gain business insights.
  • Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Agent initiated mentoring requests

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They were unhappy with their previous vendor’s service and support
  • Will deploy their WFO solutions in a combination of private and public cloud in the next 12 months.
  • Agrees that it is very important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Calabrio ONE Case Study

New York Community Bancorp Chooses Calabrio Over Aspect

Introduction

This case study of New York Community Bancorp is based on a February 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“Calabrio has been a big benefit for our customers and employees.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Wanted contact center growth
  • Evaluated the following vendor prior to choosing Calabrio:
    • 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: very important
    • Product features: very important
    • Ease of use: extremely important
    • Unified suite / integration: very important
    • Superior support and services: very important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 9-12 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.

Calabrio ONE Case Study

Alphaserve Technologies Increases Contact Center Productivity by >50% after Deploying Calabrio

Introduction

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

Challenges

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

  • Top driver for purchasing Calabrio:
    • Wanted contact center growth
  • Evaluated the following vendors prior to choosing Calabrio:
    • NICE
    • Verint
    • Collab

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: very important
    • Ease of use: very important
    • Unified suite / integration: very important
    • Superior support and services: very important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Improved contact center efficiency
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 3-6 months after deploying Calabrio software.
  • Increased the productivity of their contact center by >50% after deploying Calabrio software.
  • Increased their customer satisfaction rates by >45% after deploying Calabrio software.

Calabrio ONE Case Study

MACU Grows Its Workforce to Better Serve Customers with Calabrio

Introduction

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

“Since implementing Calabrio ONE, we have been able to prove we were understaffed and obtained approval to grow our workforce to better serve our members.”

“Throughout the project, the Calabrio team was on top of all deadlines, always looking to move forward, and offering help. We were able to complete the project ahead of schedule.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Needed an upgrade or technology refresh
  • Evaluated the following vendor prior to choosing Calabrio:
    • InContact

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: extremely important
    • Product features: extremely important
    • Ease of use: very 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 30-40% after deploying Calabrio software.
  • Increased their customer satisfaction rates by >45% after deploying Calabrio software.

Calabrio ONE Case Study

California Department of Health Care Services Increases Customer Satisfaction Rate by >45% After Deploying Calabrio

Introduction

This case study of California Department of Health Care Services is based on a February 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

Challenges

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

  • Top driver for purchasing Calabrio:
    • Wanted contact center growth
  • Evaluated the following vendor prior to choosing Calabrio:
    • NICE

Use Case

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

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

Results

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: very important
    • Product features: very important
    • Ease of use: extremely important
    • Unified suite / integration: important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Reduced costs
  • Saw a return on investment (ROI) in 3-6 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 >45% after deploying Calabrio software.

Calabrio ONE Case Study

Smile Brands Group Increases Contact Center Productivity with Calabrio

Introduction

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

“Calabrio ONE has increased productivity in the call center and has kept our staff extremely happy with knowing their schedules and exceptions ahead of time.”

“Very user-friendly and great logic built-in.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Wanted contact center growth

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: extremely important
    • Product features: extremely important
    • Ease of use: extremely important
    • Unified suite / integration: important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Reduced costs
    • Improved contact center efficiency
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 3-6 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.

Calabrio ONE Case Study

Virteva Experiences an ROI in 6 Months or Shorter with Calabrio

Introduction

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

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
    • Needed an upgrade or technology refresh
  • Evaluated the following vendor prior to choosing Calabrio:
    • Manual Documents

Use Case

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

  • Applications used in conjunction with Calabrio software:
    • The Cisco platform
    • A CRM system (i.e. salesforce.com)
    • A customer survey application

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: very important
    • Ease of use: extremely important
    • Unified suite / integration: extremely important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Improved contact center efficiency
    • Increased insights into customer behavior
  • Saw a return on investment (ROI) in 3-6 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 15-25% after deploying Calabrio software

Calabrio ONE Case Study

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

Introduction

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.”

Challenges

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. salesforce.com)

Results

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.

Calabrio ONE Case Study

Flight Centre Reduces Hold Times with Calabrio

Introduction

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

“Since implementing Calabrio, we have seen improvements in our customer experience, and hold times have reduced as we are not rostering people at the right times and monitoring adherence. AHT has been reduced due to the transparency in these stats and agents feel better informed about their performance and ability to monitor themselves.”

“Calabrio has provided massive improvements to our business and is user-friendly for the Workforce Management team, Agents, and Supervisors.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Needed to automate
  • Evaluated the following vendor prior to choosing Calabrio:
    • Verint

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: extremely important
    • Product features: important
    • Ease of use: very important
    • Unified suite / integration: extremely important
    • Superior support and services: important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Improved contact center efficiency
    • Increased insights into customer behavior
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 6-9 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 15-25% after deploying Calabrio software

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

Calabrio ONE Case Study

Large Enterprise Professional Services Company: “Calabrio just works.”

Introduction

This case study of a large enterprise professional 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.

“The customer support from Calabrio is very good and friendly.”

“Calabrio just works.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Wanted contact center growth

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: important
    • Ease of use: very important
    • Unified suite / integration: very important
    • Superior support and services: extremely important
  • Benefit experienced since deploying Calabrio software:
    • 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 up to 10% after deploying Calabrio software.
  • Increased their customer satisfaction rates by up to 15% after deploying Calabrio software.

Calabrio ONE Case Study

Long View Systems Chooses Calabrio Over Verint

Introduction

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

“We have a compliance recording requirement and found Calabrio easy to work with and support has been reliable and prompt.”

Challenges

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

  • Top drivers for purchasing Calabrio:
    • Are standardizing across locations
    • Were unhappy with an existing vendor
    • Needed an upgrade or technology refresh
  • Evaluated the following vendor prior to choosing Calabrio:
    • Verint

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: very important
    • Ease of use: very important
    • Unified suite / integration: important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Met regulatory compliance standards
    • Improved contact center efficiency
  • Saw a return on investment (ROI) in > 24 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.

Calabrio ONE Case Study

Large Enterprise Health Care Company Improves Contact Center Efficiency with Calabrio

Introduction

This case study of a large enterprise health care 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.

“Very easy to use and consistently works like it should.”

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 vendor prior to choosing Calabrio:
    • InContact

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: extremely 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:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • 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 20-30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by 25-35% after deploying Calabrio software.

Calabrio ONE Case Study

Broadway Bank Eliminates Spreadsheets with Calabrio

Introduction

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

“Having Calabrio software has provided an opportunity for me to spend more time being active in other areas of my job. Trusting the software to help me determine coverage accurately and with ease has been the best experience.”

“It is very easy to navigate and provides information I never thought to look at or consider.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Needed an upgrade or technology refresh

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: 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
    • Reduced costs
    • Improved contact center efficiency
    • Increased insights into customer behavior
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 9-12 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 25-35% after deploying Calabrio software.

Calabrio ONE Case Study

Enterprise Insurance Company Decreases Average Speed to Answer with Calabrio

Introduction

This case study of a medium enterprise insurance 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 provides World Class Service. They are a great company to work with.”

“Calabrio has decreased our average speed to answer.”

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
    • Were unhappy with an existing vendor
    • Needed an upgrade or technology refresh
  • Evaluated the following vendors prior to choosing Calabrio:
    • Verint
    • Genesys

Use Case

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

  • Application used in conjunction with Calabrio software:
    • The Avaya 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: extremely 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:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
  • Saw a return on investment (ROI) in 9-12 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 15-25% after deploying Calabrio software.

Calabrio ONE Case Study

Enterprise Wholesale Distribution Company Improves Call Center Efficiency with Calabrio

Introduction

This case study of a medium enterprise wholesale distribution 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 has increased the call center’s efficiency by allowing our managers to maintain quality standards in the center.”

“Calabrio’s products are solid and require little to no intervention.”

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 an upgrade or technology refresh

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: extremely 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:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Increased insights into customer behavior
    • Improved employee satisfaction
    • Increased sales / revenue
  • Saw a return on investment (ROI) in 3-6 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.

Calabrio ONE Case Study

Insurance Company Increases Customer Satisfaction 35-45% after Deploying Calabrio.

Introduction

This case study of a small business insurance company is based on a February 2016 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 has enabled us to add extra meta data to the recording, which made the business very happy. In addition, Calabrio has allowed us to search for recordings by policy number, saving us a lot of time.”

Challenges

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

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

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: extremely important
    • Product features: extremely important
    • Ease of use: extremely important
    • Unified suite / integration: not important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Reduced costs
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 12-18 months after deploying Calabrio software
  • Increased the productivity of their contact center by 10-20% after deploying Calabrio software
  • Increased their customer satisfaction rates by 35-45% after deploying Calabrio software

Calabrio ONE Case Study

AXA México says Calabrio “Is Easy to Use and Intuitive”

Introduction

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

“The operation impact we’ve realized with Calabrio is very important, as it allows us to have QM and WFM working together.”

“Calabrio is intuitive and has usability.”

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
    • Were unhappy with an existing vendor
  • Evaluated the following vendors prior to choosing Calabrio:
    • NICE
    • Genesys

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: extremely important
    • Product features: extremely important
    • Ease of use: very important
    • Unified suite / integration: very important
    • Superior support and services: very important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Improved contact center efficiency
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 3-6 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 15-25% after deploying Calabrio software

Calabrio ONE Case Study

Educational Institution Increases Customer Satisfaction Rates by 25-35% After Deploying Calabrio

Introduction

This case study of a educational institution 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.

Challenges

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

  • Top driver for purchasing Calabrio:
    • Standardizing across locations

Use Case

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

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

Results

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: very important
    • Product features: very important
    • Ease of use: very important
    • Unified suite / integration: very important
    • Superior support and services: very important
  • Benefit experienced since deploying Calabrio software:
    • Improved customer satisfaction
  • Saw a return on investment (ROI) in > 24 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.

Calabrio ONE Case Study

HCA Healthcare Increases Productivity by 40-50% with Calabrio

Introduction

This case study of HCA Healthcare is based on a 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.”

“Very useful in keeping track of our metrics and actions on the Service Desk and monitoring our daily effectiveness.”

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 vendor 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

Calabrio ONE Case Study

Large Enterprise Health Care Company Chooses Calabrio Over the Competition

Introduction

This case study of a large enterprise health care 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 a powerful tool that is easy to implement.”

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
    • Were unhappy with an existing vendor

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: very important
    • Ease of use: very important
    • Unified suite / integration: very important
    • Superior support and services: very important
  • Benefits experienced since deploying Calabrio software:
    • Met regulatory compliance standards
    • Reduced costs
  • Saw a return on investment (ROI) in > 24 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.

Calabrio ONE Case Study

Large Enterprise Computer Software Company Experiences a ROI in Less Than 6 Months with Calabrio

Introduction

This case study of a large enterprise computer software 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.

“Every call needs to be recorded in our call center and a dependable product, such as QM, does the trick.”

“We use QM in our environment and it works great with Cisco products.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Wanted contact center growth

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: very important
    • Ease of use: very important
    • Unified suite / integration: very important
    • Superior support and services: very important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • Improved contact center efficiency
    • Increased insights into customer behavior
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 3-6 months after deploying Calabrio software.
  • Increased the productivity of their contact center by 30-40% after deploying Calabrio software.
  • Increased their customer satisfaction rates by 15-25% after deploying Calabrio software.

Calabrio ONE Case Study

Large Enterprise Financial Services Company Improves Contact Center Productivity by Over 50% with Calabrio

Introduction

This case study of a large enterprise financial 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.

“There is a recording of phone conversations from sales activity with customers, so if there is a complaint, we have evidence.”

“Calabrio makes it easy to communicate internally.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Wanted contact center growth
  • Evaluated the following vendor prior to choosing Calabrio:
    • Cisco

Use Case

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

  • Applications used in conjunction with Calabrio software:
    • A CRM system (i.e. salesforce.com)
    • A HR system
    • A eLearning system

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: important
    • Ease of use: important
    • Unified suite / integration: important
    • Superior support and services: important
  • Benefits experienced since deploying Calabrio software:
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 18-24 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.

Fortune 500 Company Chooses Calabrio Over Aspect

Introduction

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.”

Challenges

  • 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

Results

  • 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.

Paychex thinks “Calabrio is Intuitive, Customizable, and Easy To Use”

Introduction

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

“This software has saved my WFM team hundreds of hours since we began using it. Calabrio has been a huge asset to us in identifying client call patterns, which assists us in enhancing our clients’ experiences. I will not use anything else.”

Would you recommend Calabrio ONE?
“Our specific group is growing to 250+ employees by the end of this year in a hybrid call center environment. The product is intuitive, customizable, and easy to use, which is paramount for our teams.”

Challenges

  • Top drivers for purchasing Calabrio:
    • Wanted contact center growth
    • Needed to automate
    • Are standardizing across locations
    • Were unhappy with an existing vendor
    • Needed an upgrade or technology refresh
  • Evaluated the following vendors prior to choosing Calabrio:
    • Verint
    • Aspect

Use Case

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

Results

  • 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: very Important
    • Superior support and services: extremely Important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Increased insights into customer behavior
    • Improved employee satisfaction
  • Saw a return on investment (ROI) in 3-6 months after deploying Calabrio software.
  • Increased the productivity of their contact center by 30-40% after deploying Calabrio software.
  • Increased their customer satisfaction rates by 15-25% after deploying Calabrio software.
  • Rates Calabrio software 5 out of 5 stars.

Virteva Increases Agent Productivity With Calabrio

Introduction

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

“Calabrio has given us insights into both employee-level productivity, performance as well as overall customer service trends and challenges. We try hard to forget what our operations center looked like before Calabrio was introduced.”

Challenges

  • Top drivers for purchasing Calabrio:
    • Contact center growth
    • Needed to automate

Results

  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Increased insights into customer behavior
    • Improved employee satisfaction
    • Increased sales / revenue
  • Saw a return on investment (ROI) in 3-6 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 up to 15% after deploying Calabrio software.

S&P 500 Consumer Products Company sees ROI in Under 6 Months with Calabrio

Introduction

This case study of a S&P 500 consumer products company is based on a February 2016 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.

“We have been able to efficiently coach agents on specific trends and are currently leveraging Calabrio software on behalf of other areas of the company (i.e. service centers) in the hopes that it will have a positive impact on the customer experience and cost savings.”

Challenges

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

Use Case

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

Results

  • Rates the following as important in terms of how much they influenced the decision to purchase Calabrio software:
    • Lower Total Cost of Ownership
    • Product features
    • Ease of use
    • Unified suite / integration
    • Superior support and services
  • Benefit experienced since deploying Calabrio software:
    • Increased insights into customer behavior
  • Saw a return on investment (ROI) in 3-6 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.



More Research on Calabrio ONE