The Total Economic Impact of Calabrio ONE | Forrester Study

Switching to Calabrio ONE led to an ROI of 546%. Find out why.
Forrester Total Economic Impact (TEI) of Calabrio ONE

To assess the impact of changing to Calabrio ONE, Forrester used their Total Economic Impact™ (TEI) framework to identify the ROI of changing WFO software. This in-depth case study highlights how switching to Calabrio ONE helped a financial services company with 700 agents:

  • Improve handle time by 20%
  • Double adherence to 95%
  • Achieve a ROI of 546%

Cost Savings And Business Benefits Enabled By the Calabrio ONE WFO Solution

Improved Handle Time by 20%

Doubled Adherence to 95%

Achieved a 546% ROI

Build a Modern Contact Center. Transform Your Entire Business.

Calabrio ONE gives you the complete toolset to unlock the tremendous value buried within your customer interaction data and use it to transform your entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed how you choose—in the cloud, on-premises, or in a hybrid environment.

 

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

Simple. Smart. That’s Calabrio ONE.

The Powerful Capabilities of Calabrio ONE

Call Recording

Record every call, every time, and transform customer interactions into a secure trove of highly usable data. Guarantee 100% capture and simplify compliance. Robust metadata lets you quickly search hundreds of hours of calls to prove adherence, settle disputes and mitigate risk. Connect the voice of your customer with key goals across the business.

Quality Management

Every interaction is an opportunity. Strengthen relationships, deepen loyalty and drive measurable impact across the business. Automate recording, evaluation and reporting—so you can spend more time coaching and leading. Create timely feedback loops to engage and motivate agents. Use intelligent analytics to focus your attention where it matters most. Let the voice of the customer lead the way to consistent, outstanding customer experiences. Tune out the noise and hone in on the insights you need to meet your contact center goals and drive business value.

Workforce Management

Take a modern approach to workforce management. Hone forecasting, streamline scheduling and administration and free managers to focus on adding value. Engage employees with Dynamic Scheduling, real-time adherence feedback and gamification tools. Put the right people in the right places. Empower them to work smarter. Deliver a consistent and outstanding customer experience.

Calabrio Analytics

Calabrio is the only WFO vendor that combines speech, desktop and text analytics in one robust solution. Unlock the goldmine of intelligence buried in your contact center and transform every customer interaction into usable data and distill that data into key trends. Extract insights to drive profitable change in the contact center and across your business. It’s time to harness the true voice of your customer.

Advanced Reporting

Intuitive, cross-platform reporting tools help you tune out the noise and hone in on the insights you need to meet your contact center goals and drive business value. Take contact center reporting to the next level with pre-built integrations that blend data from inside and outside of the contact center—and deliver value across your business in real time.

Forrester Wave: Workforce Optimization Suites

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