TechValidate Research on Calabrio ONE

62 Case Studies – Page 3 of 3


Vitas Healthcare Doubles Productivity with Calabrio

Introduction

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

“Calabrio enabled us to staff appropriately and measure agent performance which allowed us to stay on top of our call center needs, act proactively, and better manage our staff/resources.”

“The ease of use and reliability of the software, as well as the way they include their users for feedback to be applied to future versions. Their Customer Service is amazing!”

Challenges

  • Top drivers for purchasing Calabrio:
    • Contact center growth
    • Needed to automate
    • Standardizing across locations
    • Needed to upgrade or refresh technology

Use Case

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

Results

  • Rates the following as extremely important in terms of how much they influenced the decision to purchase Calabrio software:
    • Product features
    • Ease of use
    • Unified suite / integration
    • Superior support and services
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Improved employee satisfaction
    • Increased insights into employee behavior
  • 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 >45% after deploying Calabrio software.

“One Of The Most Comprehensive Call Center Applications I Have Found.”

Introduction

This case study of a small business telecommunications services company is based on a March 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“Calabrio has made our center far more efficient through proper staffing. The ability to graph trends allows us to proactively inform our customers of trends affecting their business they were unaware existed.”

“One of the most comprehensive call center applications I have found.”

Challenges

  • Top driver for purchasing Calabrio:
    • Needed to automate
  • Evaluated the following vendors prior to choosing Calabrio:
    • NICE
    • Verint
    • InContact
    • Aspect
    • Zoom

Use Case

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

Results

  • Rates the following as important for the decision to purchase Calabrio software:
    • Product features
    • Ease of use
    • Unified suite / integration
    • Superior support and services
  • Benefits experienced since deploying Calabrio software:
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Improved employee satisfaction
    • Increased sales / revenue
  • Saw a return on investment (ROI) in 9-12 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 35-45% after deploying Calabrio software.



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