TechValidate Research on Calabrio ONE

80% of those surveyed agree that their agents have more flexibility in their schedule since switching to Calabrio WFM from NICE, resulting to higher rates of happiness.

Nearly 70% of surveyed SLED organizations saw a return on investment within the first 12 months since implementing Calabrio.

62% of surveyed SLED organizations saw a return on investment within 1-3 months since using Calabrio.

100% of surveyed SLED organizations agreed with the statement, “We are confident with the security of our Calabrio data”.

62% of surveyed SLED organizations saw a return on investment within the first 1-3 months since using Calabrio.

Over 80% of surveyed SLED organizations saw up to 10% increase in customer satisfaction (CSAT score) since deploying Calabrio.

82% of surveyed organizations who used Aspect prior agreed Calabrio’s reporting and business intelligence tools are intuitive to use and provide a customizable experience.

83% who used Aspect prior said Calabrio Analytics has helped improve their understanding of customer behavior and agent experiences.

75% who used Verint prior agreed Calabrio’s predictive analytics makes my team’s job easier.

83% of surveyed customers who used Verint prior said Calabrio’s reporting and business intelligence tools are intuitive to use and provide a customizable experience.

Nearly 70% of surveyed customers who used NICE prior agreed Calabrio’s predictive analytics make their team’s job easier and they get value from 100% of customer interactions.

87% of surveyed customers who used NICE prior said Calabrio’s reporting and business intelligence tools are intuitive to use and provide a customizable experience.

93% who used NICE prior agreed Calabrio Analytics has helped improve their understanding of customer behavior and agent experiences.

75% agreed they have been able to drive greater brand compliance by agents using Calabrio QM compared to Aspect.

87% agreed they can better address customer complaints with Calabrio QM compared to NICE.

Over 70% of surveyed contact centers agreed that Calabrio QM media player is the most intuitive tool they’ve ever used – more than NICE.

86% of surveyed customers said they have been able to drive greater brand compliance by agents using Calabrio QM compared with their prior vendor, NICE.

Over 80% of surveyed contact centers said “Calabrio WFM has increased our ability to balance the needs of business and needs of agents”.

80% of surveyed WFM practitioners agreed they can provide higher customer service with less agents as Calabrio automates their workforce management processes.

Nearly 80% of surveyed customers said they can more easily plan a multi-skilled workforce for multichannel interactions with Calabrio WFM.

Over 70% of surveyed customers who use Calabrio Quality Management agreed Calabrio ONE helps lower employee attrition.

Nearly 90% of surveyed customers who used NICE or Verint prior, agreed Calabrio is quicker to react when they need us.

70% of surveyed customers saw a return on investment within 24 months of using Calabrio.

Nearly 90% of surveyed customers agreed Calabrio is reacts more quickly when they need us, compared to their prior WFO vendor, Verint.

Nearly 100% of surveyed customers agreed Calabrio cares more about their success than their previous WFO vendor did.

Over 80% of surveyed customers said Calabrio is quicker to reach when they need us, compared to their prior vendor, Aspect.

Nearly 70% of surveyed contact centers agree Calabrio’s predictive analytics makes their team’s job easier and they gain value from 100% of customer interactions

Nearly 75% of surveyed customers agree Calabrio’s reporting enables them to share valuable contact center insights with the wider organization

Over 80% of customer respondents agree Calabrio’s reporting and business intelligence tools are intuitive to use and provide a customizable experience