Calabrio ONE UK-Based Financial Services Company Increases Contact Center Productivity with Calabrio

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Calabrio ONE Case Study

UK-Based Financial Services Company Increases Contact Center Productivity with Calabrio

Introduction

This case study of a Medium 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.

“Calabrio has had a positive impact, and we’ve seen more transparency in terms of behavior. It’s easier to use for tracking metrics.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

Used the following WFO solution prior to selecting Calabrio:
- Altitude
Switched from their previous solution because of Calabrio’s:
- Product features

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

Using the following Calabrio ONE modules:
- Call Recording
- Quality Management
- Analytics
Uses the following metrics to measure their contact center’s performance:
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)

Results

The surveyed company achieved the following results with Calabrio ONE:

Experienced the following benefits since deploying Calabrio:
- Improved customer satisfaction
- Improved contact center efficiency
- Increased insights into customer behavior
Increased the productivity of their contact center by more than 10% after deploying Calabrio software
Increased their customer satisfaction rates by more than 20% since deploying Calabrio

About Calabrio ONE

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.

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Calabrio

Calabrio ONE

TechValidate Research on Calabrio ONE