List of Calabrio Quality Management Customers
Minneapolis, 55401, MN,
United States
Since 2010, our global team of researchers has been studying Calabrio Quality Management customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Calabrio Quality Management for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Calabrio Quality Management for Customer Experience include: GE Appliances, a United States based Manufacturing organisation with 12000 employees and revenues of $5.50 billion, Superior Propane, a Canada based Oil, Gas and Chemicals organisation with 1500 employees and revenues of $2.05 billion, Delta Dental of Minnesota, a United States based Insurance organisation with 350 employees and revenues of $1.27 billion and many others.
Contact us if you need a completed and verified list of companies using Calabrio Quality Management, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Calabrio Quality Management customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
Apply Filters For Customers
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
|---|---|---|---|---|---|---|---|---|---|---|---|
 |
Delta Dental of Minnesota | Insurance | 350 | $1.3B | United States | Calabrio | Calabrio Quality Management | Customer Experience | 2019 | n/a |
In 2019 Delta Dental of Minnesota implemented Calabrio Quality Management alongside a Calabrio ONE deployment for its contact center, targeting the Customer Experience function. The implementation was executed for the contact center and customer experience team based in Minnesota and began with configuration of quality evaluation workflows and analytics instrumentation.
Calabrio Quality Management was configured to support revised quality evaluation forms and structured coaching workflows, leveraging Calabrio ONE capabilities such as speech analytics and interaction analytics to automate scoring and surface interaction-level insights. The deployment emphasized evaluation form standardization, automated evaluation assignment, and reporting to drive consistent agent coaching and quality monitoring.
Operational coverage focused on contact center operations, quality assurance, and training teams within Delta Dental of Minnesota, with governance changes tied to updated evaluation criteria and coach training programs. Rollout began in 2019 and centered on embedding the new quality evaluation process into routine QA and coaching cadence.
The combined Calabrio ONE and Calabrio Quality Management usage supported measurable contact center outcomes reported in the case study, including a 20% increase in First Contact Resolution and a 40% reduction in Six Sigma defect rate and customer and agent effort.
|
 |
GE Appliances | Manufacturing | 12000 | $5.5B | United States | Calabrio | Calabrio Quality Management | Customer Experience | 2020 | n/a |
In 2020, GE Appliances implemented Calabrio Quality Management within its Customer Experience program in the United States. The deployment targeted the company’s contact center operations to centralize quality assurance, agent coaching, and performance measurement across voice customer service channels.
Calabrio Quality Management was configured to support quality scoring, interaction recording review, structured evaluation workflows, supervisor dashboards, and realtime coaching workflows. The implementation emphasized automation of evaluation routing and dashboarded insights to shorten coaching cycles and standardize QA processes.
The solution was deployed alongside Calabrio WFM and Amazon Connect, integrating interaction recordings, schedule adherence data, and workforce schedules to maintain continuity of operations. This integration architecture enabled preserved access to voice interactions and adherence metrics during a rapid work from home transition and supported remote supervisor coaching.
Rollout governance updated QA and coaching processes to operate in a distributed agent model, with changes to supervisor workflows and evaluation cadence. The deployment delivered a 15% decrease in cost per call, a 20% increase in adherence, and a 25% reduction in attrition, with Calabrio Quality Management central to the monitoring and coaching function.
|
 |
Superior Propane | Oil, Gas and Chemicals | 1500 | $2.1B | Canada | Calabrio | Calabrio Quality Management | Customer Experience | 2019 | n/a |
In 2019, Superior Propane implemented Calabrio Quality Management as part of a broader Calabrio ONE analytics deployment to support Customer Experience and contact center operations in Canada. The implementation was recognized in 2019 with an analytics award, reflecting concentrated use of Calabrio desktop and speech analytics alongside quality management capabilities.
The deployment centered on Calabrio Quality Management and Calabrio desktop analytics, with speech analytics used to capture and analyze call content for IVR and process improvement opportunities. Configurations included quality monitoring and scoring, coaching workflows, and voice-driven transcription and tagging to surface repeatable process faults and agent coaching needs.
Operational coverage was focused on contact center agents and supervisors across Canadian service sites, impacting customer experience, retention programs, and first contact resolution processes. The solution was integrated into agent desktop workflows and telephony call streams through the Calabrio analytics stack to provide consolidated evaluation data and searchable call records for QA and process teams.
Governance and process changes were driven by analytics-derived insights, formalizing QA scoring and coaching cadences and initiating targeted IVR and process changes. Those analytics-driven changes produced measurable improvements in first contact resolution and reductions in average handle time within months, and they informed ongoing quality governance and coaching cycles using Calabrio Quality Management.
|
Buyer Intent: Companies Evaluating Calabrio Quality Management
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
|---|---|---|---|---|---|---|---|---|
| No data found | ||||||||