Calabrio ONE Case Study
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.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
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.”
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.”
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.”
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.”
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!”
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.”
