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TechValidate Research on Calabrio ONE

These pages present data that TechValidate has sourced via direct research with verified customers and users of Calabrio ONE. TechValidate stands behind the authenticity of all published data. Learn more »



3,793 Customers Surveyed

26,969 Data Points Collected

508 Published TechFacts

32 Published Charts

67 Published Case Studies



Featured Research Collections for Calabrio ONE

Curated collections and slideshows of TechValidate research data on Calabrio ONE.


Enterprise-Ready WFO

Why Make the Switch to Calabrio?

The Calabrio ONE Workforce Optimization Suite

Contact Center WFO: The Modern, Friendly Alternative

Grow Your Enterprise With Calabrio

Calabrio Takes Customer Service to the Next Level

A Perfect 10

Record 100% of Calls with Calabrio Call Recording

Propel Your Organization Forward with Calabrio WFM

Improve Agent Performance with Calabrio QM

Unlock Customer Insights with Calabrio Analytics

Eliminate Hassle and Frustration with Simplicity of Calabrio

WFO in the Cloud

Gain Insights by Attending Calabrio Customer Connect

Calabrio Success in EMEA Markets

Shift Focus to Workforce Engagement Management with Calabrio

Banking Industry Partners with Calabrio

Health Care Industry Accelerates Growth with Calabrio

Higher Education Improves Student Retention with Calabrio

Strengthen Your Retail Brand Awareness with Calabrio ONE

Public Sector Success

Calabrio Helps Insurance Contact Centers Move Forward

Calabrio Helps Utilities Move Forward

Companies Choose Calabrio over Aspect


Selected Research Highlights


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%
Source: TechValidate survey of 7 users of Calabrio ONE. Sample comprised of Consumer Products and Consumer Services organizations.
Validated
  Published: Sep. 21, 2016   TVID: 172-C94-2CD

Calabrio ONE Customer Statistic

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

Source: TechValidate survey of 90 users of Calabrio ONE
Validated
  Published: Dec. 20, 2021   TVID: 494-1AA-20C

Virteva Increases Agent Productivity With Calabrio

Introduction

This case study of Virteva is based on a February 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

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“Calabrio has given us insights into both employee-level productivity, performance as well as overall customer service trends and challenges. We try hard to forget what our operations center looked like before Calabrio was introduced.”

Challenges

  • Top drivers for purchasing Calabrio:
    • Contact center growth
    • Needed to automate

Results

  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • Reduced costs
    • Improved contact center efficiency
    • Increased insights into customer behavior
    • Improved employee satisfaction
    • Increased sales / revenue
  • Saw a return on investment (ROI) in 3-6 months after deploying Calabrio software.
  • Increased the productivity of their contact center by 20-30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by up to 15% after deploying Calabrio software.

Company Profile

Company:
Virteva

Company Size:
Small Business

Industry:
Telecommunications Services

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.

Learn More:

Calabrio

Calabrio ONE

Source: Jamey Anderson, Senior Executive, Virteva
Validated
  Published: May. 5, 2016   TVID: EDC-1B7-A57

Calabrio ONE Customer Review

10 out of 10: A Perfect Score for Calabrio

5/5 Stars

How our organization uses Calabrio ONE:

Would you recommend Calabrio ONE?

The team at Calabrio performed very efficiently and professionally. No deadlines were missed and they continued to work with the customer to ensure satisfaction with each implementation. Since the tools were being deployed to various businesses, they had to work and meet with many individuals and they did so without hesitation.

Source: IT Project Manager, Large Enterprise Computer Services Company
Validated
  Published: Jun. 21, 2016   TVID: 671-A45-405

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%
Source: TechValidate survey of 228 users of Calabrio ONE
Validated
  Published: Jul. 20, 2017   TVID: 155-7B7-1D3

Calabrio ONE Case Study

Small Business Insurance Company Partners with Calabrio

Introduction

This case study of a small business insurance company is based on a February 2016 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.

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“The search capability within the QM-search tool has improved in simplifying search queries for our operational quality assurance.”

Challenges

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

  • Top driver for purchasing Calabrio:
    • Unhappy with an existing vendor
  • Evaluated the following vendors prior to choosing Calabrio:
    • NICE
    • Verint
    • InContact

Use Case

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

  • Applications used in conjunction with Calabrio software:
    • The Cisco platform
    • A CRM system (i.e. salesforce.com)

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Rates the following in terms of how much they influenced the decision to purchase Calabrio software:
    • Lower Total Cost of Ownership: very important
    • Product features: extremely important
    • Ease of use: very important
    • Unified suite / integration: extremely important
    • Superior support and services: extremely important
  • Benefits experienced since deploying Calabrio software:
    • Improved customer satisfaction
    • Met regulatory compliance standards
    • Increased insights into customer behavior
  • Saw a return on investment (ROI) in 12-18 months after deploying Calabrio software.
  • Increased the productivity of their contact center by 10-20% after deploying Calabrio software.
  • Increased their customer satisfaction rates by 25-35% after deploying Calabrio software.

Company Profile

The company featured in this case study asked to have its name publicly blinded because publicly endorsing vendors is against their policies.

TechValidate stands behind the authenticity of this data.

Company Size:
Small Business

Industry:
Insurance

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.

Learn More:

Calabrio

Calabrio ONE

Source: TechValidate survey of a Small Business Insurance Company
Validated
  Published: Jan. 17, 2017   TVID: 1E2-82F-51E


More to Explore

All TechFacts (508)

All Research Charts (32)

All Case Studies (67)


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.

Calabrio ONE Website   Calabrio Website



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