TechValidate Research on Calabrio ONE

508 TechFacts – Page 2 of 17


Calabrio ONE Customer Statistic

Over 80% of surveyed contact center customers agreed Calabrio Analytics has helped improve their understanding of customer behavior and agent experiences.

82%

Calabrio ONE Customer Statistic

Calabrio’s QM Media Player

71% of surveyed customers agreed that QM media player is the most intuitive tool we’ve ever used – so much easier than their prior vendor!

Calabrio ONE Customer Statistic

Calabrio enables agent monitoring

85% of surveyed contact centers agreed that the ability to tag calls with custom metadata allows us to more closely monitor customer interactions

85%

Calabrio ONE Customer Statistic

Calabrio supports a strong brand

78% of surveyed customers said they have been able to drive greater brand compliance by agents using Calabrio QM

Calabrio ONE Customer Statistic

81% said Calabrio QM automation enables contact center to do more with less.

Calabrio ONE Customer Statistic

74% of surveyed contact centers said they can better address customer complaints with Calabrio QM supporting evaluations

Calabrio ONE Customer Statistic

Agents have more flexibility using Calabrio vs. NICE

80% of surveyed customers who previously used NICE agreed their agents now have more flexibility and increased happiness with their schedule since using Calabrio WFM.

Calabrio ONE Customer Statistic

Nearly 80% of surveyed customers said their agents have more flexibility and happiness in their schedule now using Calabrio WFM.

Calabrio ONE Customer Statistic

Over 60% of surveyed contact centers agree Calabrio ONE helps lower their employee attrition.

Calabrio ONE Customer Statistic

Reporting with Calabrio

73% of surveyed customers believe Calabrio’s reporting and business intelligence tools are intuitive to use and provide a customizable experience.

Calabrio ONE Customer Statistic

Agent training is easier with Calabrio vs. Verint

Nearly 60% of surveyed customers agreed it’s easier to train new hires on Calabrio than their prior solution, Verint, because of the design and in-product guidance.

Calabrio ONE Customer Statistic

Easier to train agents on Calabrio vs. NICE

74% of surveyed organizations agreed it’s easier to train new hires on Calabrio ONE over their prior solution, NICE, because of in-product guidance & design.

Calabrio ONE Customer Statistic

Agent Training

Over 70% of respondents agreed it’s easier to train new hires on Calabrio ONE than other solutions because of the design and in-product guidance.

Calabrio ONE Customer Statistic

Integration with ACD/CCaaS Platforms

80% of surveyed customers agreed they can use the partners they want and do not feel restricted to work with certain ACD/CCaaS platforms.

Calabrio ONE Customer Statistic

Over 90% of surveyed customers said they are confident with the security of their Calabrio data.

Calabrio ONE Customer Statistic

86% of surveyed organizations agreeed with the statement, “We can always access Calabrio ONE every time we need it”.

Calabrio ONE Customer Fact

Would you recommend Calabrio ONE, and if so, why?

I would recommend Calabrio ONE to anyone in Workforce. I have had great customer support when questions arose and upgrading systems is very thought out and simple to achieve.

Calabrio ONE Customer Statistic

CSAT scores soar with Calabrio

70% of surveyed contact centers said they saw at least a 5% increase in customer satisfaction rates (CSAT score) since deploying Calabrio. Some reaching up to 50%.

Calabrio ONE Customer Statistic

A Real Partnership with Calabrio

Over 75% of contact centers surveyed agreed they have a real partnership with Calabrio, even more so than their prior vendor, Verint.

Calabrio ONE Customer Statistic

Over 80% of surveyed contact centers are in agreement that Calabrio cares more about their success than their previous vendor, NICE did.

Calabrio ONE Customer Statistic

Nearly 90% of surveyed contact centers agreed Calabrio is quicker to react compared to NICE

89%

Calabrio ONE Customer Review

Calabrio Outpaces Competitors

4/5 Stars

Would you recommend Calabrio ONE, and if so, why?

I believe Calabrio is a strong up-and-comer with features that rival or exceed industry giants such as Verint and NICE, and I would fully expect Calabrio to surpass at least one if not both of those giants in the coming years. Calabrio offers an easy-to-use interface and great schedule flexibility for agents.

Calabrio ONE Customer Review

Calabrio WFM enables flexible, multi-channel scheduling for Large Enterprise

4.5/5 Stars

Please describe how your organization benefits from using Calabrio ONE.

We forecast and schedule 2000+ employees, many of them musti skilled

Calabrio ONE Customer Review

Medical device company, Insulet, leverages the unified Calabrio ONE suite for visibility across the contact center

5/5 Stars

Please describe how your organization benefits from using Calabrio ONE.

We currently are benefiting by using Calabrio ONE as it’s forecasting is simple and accurate. It allows us to quickly determine an agents schedule, adherence, and quality all in one system. When an issue is identified on a call it is simple to jump in and review that recorded call without changing systems and see what the agents step by step approach was with screen recording and voice.

Calabrio ONE Customer Review

Data Explorer Enables Better Agent Coaching at NutriSystem

5/5 Stars

Please describe how your organization benefits from using Calabrio ONE.

Data Explorer allow us to pinpoint certain trends that we were not able to do previously. It allow us to see and calculate key phrases that will help determine ways of providing coaching for agents

Calabrio ONE Customer Fact

Global 500 healthcare company’s TOP 3 Products with Calabrio

A Global 500 healthcare company currently uses:

  • Calabrio’s Workforce Management
  • Quality Management
  • Call Recording products

Calabrio ONE Customer Fact

Kelsey-Seybold Clinics + Calabrio ONE

Contact Supervisor, Deshawn Ward with Kelsey-Seybold Clinics currently uses Calabrio’s Workforce Management products.

Calabrio Customer Satisfaction Rating

A Workforce Planner at a large enterprise transportation services company in the Nordics would be likely to recommend Calabrio for this reason:

It’s a really good product. I am looking forward to seeing what the new Calabrio ONE will do for us and the improvements that come along with it.

Calabrio Customer Testimonial

What we’ve learned is being on-site is not a necessity, savings can be made on facility costs and employees are happier as the need for timely commutes is no more!

Workforce Planner, Medium Enterprise Financial Services Company in Europe

Calabrio Customer Testimonial

Staff retention as the world of WFH has opened up endless career possibilities and has removed the geographic blocks that previously existed.

Workforce Planner, Medium Enterprise Financial Services Company in Europe




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