TechValidate Research on Calabrio ONE

442 TechFacts – Page 1 of 15


Calabrio Customer Testimonial

What was the biggest lesson your contact center learned in 2020?

Luckily, it was quick and relatively painless to move our workforce from the office to their homes.

Workforce Planner, Large Enterprise Transportation Services Company

Calabrio Customer Satisfaction Rating

A Workforce Planner in the UK at a medium enterprise hospitality company would be likely to recommend Calabrio for this reason:

I appreciate the agent dashboard layouts and views of forecasting and staffing in the Calabrio tool.

Calabrio Customer Testimonial

What was the biggest lesson your contact center learned in 2020?

Productivity Monitoring, Service Flexibility, and Employee Engagement are three things we will look at differently going forward.

Operations Manager, UK State & Local Government

Calabrio Customer Testimonial

What was the biggest lesson your contact center learned in 2020?

People work differently in different environments. Some people excelled working from home, while others need to be in the office to show a good level of productivity.

Justin Wilson, Quality Manager, ConnectEast

Calabrio Customer Testimonial

What was the biggest lesson your contact center learned in 2020?

In 2020, keeping the lights on and making agent tools more helpful is the lesson we learned. With our advancements and implementation of Calabrio last year we are in a better place than expected for remote working, with minimum impact on the business.

Project Manager, State & Local Government in Australia

Calabrio Customer Testimonial

What was the biggest lesson your contact center learned in 2020?

Now more than ever, communication to our employees is critical as is communication to our customers.

Contact Center Manager, Large Enterprise Australian Construction Company

Calabrio Customer Statistic

The top 3 factors affecting surveyed organizations decision to continue with a fully remote or hybrid work model in the Nordics include:

  1. Employee productivity
  2. Recruiting & retention
  3. Service flexibility

Calabrio Customer Statistic

Almost half of surveyed organizations in the Nordics are planning to spend more on cloud technology in 2021

Calabrio Customer Statistic

80% of surveyed organizations located in the Nordics are either moving to the cloud, are already there, or are increasing their investment in cloud technology in 2021

Calabrio Customer Statistic

Nearly all surveyed organizations report that technical agility is important when investing in cloud technology.

Calabrio Customer Fact

A large European healthcare company reports that innovation acceleration is very important when investing in cloud technology.

Calabrio Customer Statistic

Surveyed organizations located in Europe identified team connection/collaboration as the primary factor affecting their decision to either return to the workplace or maintain a remote-work model in some form. Among other factors, including: employee productivity/engagement, service flexibility and cost.

Calabrio Customer Statistic

Over half of the surveyed organizations located in Europe are planning to evaluate or increase their investment in cloud technology in 2021

Calabrio Customer Fact

Equifax Inc. reports that technical agility is very important when investing in cloud technology.

Calabrio Customer Testimonial

We learned to work from home, and our leadership discovered that it’s not scary. Almost 100% of our contact center agents work from home. All the fears of lack of productivity and accountability have so far proved fruitless: we have less absenteeism, better handle time, and no drop in customer experience.

Business Analyst, S&P 500 Energy & Utilities Company

Calabrio Customer Testimonial

The effects of working from home are both good and bad depending on the agent. Fortunately, with Calabrio we are now able to track productivity more effectively.

Quality Analyst, Medium Enterprise Consumer Products Company

Calabrio Customer Testimonial

We used agent monitoring in Calabrio to train new staff remotely. This eliminated staff exposure to COVID-19 and decreased the need for travel.

Katie Campbell, Supervisor, CentraCare Health System

Calabrio Customer Satisfaction Rating

A Contact Center Analyst at a S&P 500 retail company would be very likely to recommend Calabrio for this reason:

I’ve worked with many systems, including Aspect and Verint, and I feel that Calabrio has the best mix of tools from a WFM perspective.

Calabrio Customer Testimonial

We were well prepared for the pandemic due to the technology we had in place prior to the time we needed to deploy our entire workforce to working remotely. What we did not expect was the high level of engagement and productivity we had among our contact center employees while they were home. We had experienced issues with Agents that were working remotely full time in the past and had actually begun to move away from that model. The pandemic has caused us to reconsider that strategy.

Supervisor, Large Enterprise Insurance Company

Calabrio Customer Testimonial

The more flexible you can be with scheduling your agents, the better morale you will see from your staff.

Brandon Oechsner, Workforce Manager, Nsighttel Billing LLC

Calabrio Customer Testimonial

This year, we’ve learned we need to better plan for remote work. We thought our teams were prepared to move to a remote model as we had drills around it. However, many areas were just going through the motion and not really preparing. We have adjusted our drills to do more targeted/verifiable activities.

Senior Executive, Educational Institution

Calabrio Customer Testimonial

Contact center environments are forever changed, and we should adapt accordingly.

Alex Sheehan, Senior Lead Operations Analyst, WEX Health

Calabrio Customer Statistic

72% of surveyed organizations are either moving to the cloud, are already there or increasing their investment in cloud technology in 2021

Calabrio Customer Statistic

91% of surveyed Financial Services organizations report that operational flexibility is important when investing in cloud technology.

91%

Calabrio Customer Statistic

82% of surveyed organizations report that employee engagement is important when investing in cloud technology.

82%

Calabrio Customer Satisfaction Rating

A Business Analyst at a medium enterprise healthcare company would be very likely to recommend Calabrio for this reason:

They are responsive, and their implementation team was very knowledgeable as they assisted in our transition.

Calabrio Customer Satisfaction Rating

An Engineer at a medium enterprise financial services company would be very likely to recommend Calabrio for this reason:

I feel this product is really maturing and have enjoyed being able to see that this past 5 years. It is a very robust system and can expand as you do.

Calabrio Customer Satisfaction Rating

A Contact Center Director at a medium enterprise energy & utilities company would be very likely to recommend Calabrio for this reason:

Calabrio continues to display a customer centric approach to their relationships with their customers and above all, takes their customers feedback directly into account when considering their roadmap for development.
It’s nice to see a partner which has the executive level engaged at all levels with their customers and their employees.

Calabrio ONE Customer Testimonial

Calabrio Impact at GE Appliances

Having a training module for the agents and not having to take them off the floor for training sessions has been a plus. Also, it seems it is easier for agents, very clean and straight forward. We are just starting to have the agents take the module and use the system so more great things to come.

Jennifer Finney, System Administrator, GE Appliances

Calabrio ONE Customer Testimonial

Calabrio is a fantastic product and I would recommend it for everyone for their business.

Jenny Jones, Customer Support Representative, HonorHealth Medical Center




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