TechValidate Research on Calabrio ONE

31 Charts – Page 1 of 2


Calabrio ONE Customer Research

Organizations are Investing in Employee Engagement

In which ways have you invested in your contact center to better engage employees?

Improve training and skill development programs
70%
Enhance customer satisfaction-focused monitoring
63%
Deploy/reconfigure technology
55%
Enhance recognition and rewards programs
45%
Optimize recruiting and hiring
38%
Offer flexible work schedules/work from home
34%

Calabrio ONE Customer Research

CSAT and FCR are Top Contact Center Metrics

Which metrics do you use to correlate level of employee engagement to customer experience?

Customer Satisfaction (CSAT)
70%
First Contact Resolution (FCR)
55%
Net Promoter Score (NPS)
25%
Customer Effort Score (CES)
15%
Likelihood to Recommend (LTR)
10%

Calabrio ONE Customer Research

Investing in Agent Development

In which ways have you changed employee training, coaching, and motivation programs to accommodate the need for loyal agents that can perform higher level activities?

Peer mentoring
50%
Self-assessments and evaluations
47%
E-learning tools
45%
Clearer opportunities for advancement
42%
Flexible scheduling
39%
Higher pay and better benefits
27%
Added gamification
12%

Calabrio ONE Customer Research

Organizations Utilize Calabrio ONE to Support Agent Engagement

Which of the following Calabrio ONE features are you leveraging to support your agent engagement efforts?

Desktop analytics
42%
Dynamic Scheduling
29%
Pause/resume for PCI compliance
23%
Peer-to-peer mentoring requests
22%
Intraday Dynamic Scheduling
20%
Dynamic Availability
15%
Voice-of-the-Employee analytics (speech and text)
15%
Gamification
8%

Calabrio ONE Customer Research

Analyzing Data from Multiple Applications Drives Workforce Engagement

In which ways do you use analytics to understand and drive workforce engagement?

Leverage data integrated from multiple applications to create reports and dash¬boards that help agents and their managers
52%
Analyze speech and text interactions to understand the employee experience
36%
Automated scoring of evaluation forms to use in employee coaching and training
35%

Calabrio ONE Customer Research

Agents Have More Schedule Flexibility Using Calabrio ONE

Which Calabrio ONE features do you use to allow your agents more schedule flexibility?

Real-Time Tracking
48%
Agent Alerts
27%
Dynamic Scheduling
27%
Performance-Based Scheduling
18%
Dynamic Availability
16%
Intraday Dynamic Scheduling
16%
Mobile-Optimized Agent Schedules
8%

Calabrio ONE Customer Research

Agents Have More Schedule Flexibility Using Calabrio ONE

Which Calabrio ONE features do you use to allow your agents more schedule flexibility?

Real-Time Tracking
46%
Agent Alerts
23%
Dynamic Scheduling
23%
Performance-Based Scheduling
21%
Intraday Dynamic Scheduling
17%
Dynamic Availability
9%
Mobile-Optimized Agent Schedules
8%

Calabrio ONE Customer Research

Contact Centers Agree—Involving Agents in QA Processes Increases Engagement

In which ways do you create a sense of worth and togetherness for employees?

Allow employees to assess their performance and contribute to the organization's goals
62%
Voice-of-the-Employee program so agents have a voice in their work environment, activities, and tools
45%
Allow time away for volunteerism
40%
Reward with recreation opportunities
39%
Gamification
15%

Calabrio ONE Customer Research

Organizations Utilize Calabrio ONE to Support Agent Engagement

Which of the following Calabrio ONE features are you leveraging to support your agent engagement efforts?

Desktop analytics
39%
Dynamic Scheduling
27%
Pause/resume for PCI compliance
25%
Peer-to-peer mentoring requests
22%
Intraday Dynamic Scheduling
18%
Dynamic Availability
12%
Voice-of-the-Employee analytics (speech and text)
12%
Gamification
9%

Calabrio ONE Customer Research

Dashboards Help Agents Self-Manage Performance

In which ways do you empower employees to self-manage their performance?

Dashboards that clearly display performance metrics
66%
Peer-to-peer mentoring
46%
Self-assessment and coaching
45%
Self-scheduling for work/life balance
16%

Calabrio ONE Customer Research

Organizations are Investing in Agent Development

In which ways have you changed employee training, coaching, and motivation programs to accommodate the need for loyal agents that can perform higher level activities?

Self-assessments and evaluations
52%
Peer mentoring
50%
E-learning tools
48%
Flexible scheduling
45%
Clearer opportunities for advancement
41%
Higher pay and better benefits
25%
Added gamification
17%

Calabrio ONE Customer Research

Customer Satisfaction is the Top Contact Center Metric

Which metrics do you use to correlate level of employee engagement to customer experience?

Customer Satisfaction (CSAT)
73%
First Contact Resolution (FCR)
46%
Net Promoter Score (NPS)
25%
Customer Effort Score (CES)
11%
Likelihood to Recommend (LTR)
11%

Calabrio ONE Customer Research

Organizations are Investing in Employee Engagement in the Contact Center

In which ways have you invested in your contact center to better engage employees?

Improve training and skill development programs
73%
Enhance customer satisfaction-focused monitoring
69%
Deploy / reconfigure technology
59%
Enhance recognition and rewards programs
45%
Optimize recruiting and hiring
42%
Offer flexible work schedules / work from home
42%

Calabrio ONE Customer Research

66% of Calabrio Customers are Currently Utilizing Calabrio ONE to Gain Business Insights

Are you analyzing contact center data to gain business insights?

Yes, we are currently.: 66%
We will start in the next 12 months.: 15%
We will start after the next 12 months.: 5%
We have no plans to leverage contact center analytics.: 13%

Calabrio ONE Customer Research

Engage your Workforce with Calabrio ONE

Which features within Calabrio ONE are helping you engage your workforce and reduce agent turnover?

Evaluation calibration
42%
Dynamic Scheduling
32%
Agent initiated mentoring requests
13%
Agent Smart Benchmarking
8%
Gamification widget
8%

Calabrio ONE Customer Research

Calabrio Works Well with the Cisco Platform

Select the applications you use in conjunction with your Calabrio software.

Cisco platform
82%
Avaya platform
16%
CRM system (e.g. salesforce.com)
13%
Post-call survey application
4%
HR system
2%
eLearning system
2%
Five9 platform
1%

Calabrio Customer Connect 2016 Customer Research

97% of Customers Would Recommend C3 to Others

Would you recommend the conference to others?

Yes: 97%
No: 3%

Calabrio ONE Customer Research

Transportation Companies Support Global Customer Service with WFO in the Cloud or a Hybrid Model

In the next 12 months, how will you deploy your WFO solutions?

100% in the cloud: 44%
Hybrid (combination of private and public cloud): 44%
100% on-premises (no cloud): 11%

Calabrio ONE Customer Research

Energy Industry Embraces a Hybrid Model for Contact Center WFO

In the next 12 months, how will you deploy your WFO solutions?

100% on-premises (no cloud): 33%
Hybrid (combination of private and public cloud): 67%

Calabrio ONE Customer Research

Transportation Industry a Leader for Cloud and Hybrid Adoption Rates for Contact Center WFO

In the next 12 months, how will you deploy your WFO solutions?

Hybrid (combination of private and public cloud): 45%
100% in the cloud: 35%
100% on-premises (no cloud): 20%

Calabrio ONE Customer Research

Software Companies Lead the Race to the Cloud for Contact Center WFO

In the next 12 months, how will you deploy your WFO solutions?

100% in the cloud: 63%
100% on-premises (no cloud): 25%
Hybrid (combination of private and public cloud): 13%

Calabrio ONE Customer Research

Educational Institutions are Beginning to Embrace a Hybrid Model for Contact Center WFO

In the next 12 months, how will you deploy your WFO solutions?

100% on-premises (no cloud): 57%
Hybrid (combination of private and public cloud): 43%

Calabrio ONE Customer Research

Global 500 Organizations are Shifting WFO to the Cloud

In the next 12 months, how will you deploy your WFO solutions?

100% in the cloud: 46%
Hybrid (combination of private and public cloud): 31%
100% on-premises (no cloud): 23%

Calabrio ONE Customer Research

The Pharmaceutical Industry is Shifting WFO to the Cloud

In the next 12 months, how will you deploy your WFO solutions?

100% in the cloud
67%
100% on-premises (no cloud)
33%

Calabrio ONE Customer Research

Consumer Products and Services Organizations are Embracing Cloud and Hybrid Models in the Contact Center

In the next 12 months, how will you deploy your WFO solutions?

100% in the cloud: 29%
Hybrid (combination of private and public cloud): 43%
100% on-premises (no cloud): 29%

Calabrio ONE Customer Research

Calabrio Customers Recognize the Importance of a Unified Platform across Delivery Models

How important is it for your 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.)?

Extremely important
54%
Very important
33%
Somewhat important
8%
Not important
4%

Calabrio ONE Customer Research

Over 40% of Calabrio Customers are Preparing to Move to the Cloud

In the next 12 months, how will you deploy your WFO solutions?

100% on-premises (no cloud): 57%
100% in the cloud: 17%
Hybrid (combination of private and public cloud): 26%

Calabrio ONE Customer Research

Calabrio customers are moving to the cloud

In the next 12 months, how will you deploy your WFO solutions?

100% on-premises (no cloud): 56%
100% in the cloud: 19%
Hybrid (combination of private and public cloud): 25%

Calabrio ONE Customer Research

73% of Customers See ROI in 24 Months or Less

How long did it take to see a return on investment (ROI) after deploying Calabrio software?

3-6 months: 12%
6-9 months: 15%
9-12 months: 17%
12-18 months: 17%
18-24 months: 13%
> 24 months: 27%

Calabrio Continues to be the Top Choice for WFO

What other vendors did you evaluate or use prior to choosing Calabrio?

NICE
37%
Verint
37%
Aspect
22%
inContact
16%
Genesys
16%
Interactive Intelligence
11%
Zoom
4%
Collab
2%



More Research on Calabrio ONE