Item: Calabrio ONE
Rating: 9
Author: Joshua Donn

Use Cases and Deployment Scope

We use Calabrio to monitor phone calls (states permitting) across all of sales. It helps us with customer satisfaction, and also with coaching account managers to have better conversations with their contacts.

Pros and Cons

A customer called, said they wanted to place an order, we placed the order, then came back and said they never ordered the product. We were able to go back in the system and pull the phone records to show that they made the call.
When working with a younger tenured account manager, we were able to go back and listen to old calls to make improvements for future calls.

There aren't any areas of improvement I can think of at this time. Maybe some changes to the interface, but nothing pressing at the moment.

Return on Investment

Positive impact has been better phone calls for our sales reps based on feedback provided. We have also launched pitch competitions, which have had a huge ROI within our partner community.