Calabrio ONE
CalabrioReviews from AWS customer
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Horrible Service! Nothing but dead ends and automated messages.
What do you like best about the product?
It works when set up and managed properly.
What do you dislike about the product?
I am a consultant who has worked with Calabrio on multiple occasions. While the product itself is solid, it is often implemented poorly, and the company’s support model creates significant challenges. Their pricing approach tends to nickel-and-dime customers, making it difficult to get the necessary assistance without paying top dollar for additional services.
It also feels as though they intentionally make self-education difficult in order to push customers into purchasing overpriced support. For example, I have been trying for months to gain access to Calabrio’s online learning resources, but access has repeatedly been denied unless additional fees are paid. In my opinion, no matter how good the product may be, it becomes irrelevant when the company’s support approach is this predatory.
It also feels as though they intentionally make self-education difficult in order to push customers into purchasing overpriced support. For example, I have been trying for months to gain access to Calabrio’s online learning resources, but access has repeatedly been denied unless additional fees are paid. In my opinion, no matter how good the product may be, it becomes irrelevant when the company’s support approach is this predatory.
What problems is the product solving and how is that benefiting you?
QA and WFM
Calabrio Review
What do you like best about the product?
I appreciate Calabrio ONE for its comprehensive suite of features such as ease of use, it's effective scheduling notifications which simplify my daily task management and easy access. This tool helps organizations improve ease of Integration, which is frequently of use.
What do you dislike about the product?
Users sometimes mention certain challenges with Calabrio ONE, such as its complexity for new users, the learning curve involved in mastering all features, or occasional issues with system integration and limited features.
What problems is the product solving and how is that benefiting you?
Calabrio ONE is a comprehensive platform which helps with addressing key challenges faced by customer service organizations, which solves ensuring compliance to scheduling. This benefits me by increasing my productivity during the day of my schedule.
User friendly
What do you like best about the product?
i love the fact that i not only can see my schedule but my coworkers as well.
What do you dislike about the product?
I dont have an issue, everything works great
What problems is the product solving and how is that benefiting you?
it helps a lot with shift trade without having to visit the managers office
easy to approach
What do you like best about the product?
The timely updates for example when it is time for me to switch channels
What do you dislike about the product?
Sometimes my shift takes a while to be updated
What problems is the product solving and how is that benefiting you?
Its benefiting me by keeping me updated in regards to my shift
Calabrio Review
What do you like best about the product?
having a Unified Platform without having to switch between different systems - WFM scheduling, QA call recordings, and analytics are all in one place. Review collected by and hosted on G2.com.
What do you dislike about the product?
Inaccurate Data Analysis. Users find the inaccurate data analysis in Calabrio ONE frustrating, affecting reporting and overall usability.
What problems is the product solving and how is that benefiting you?
The platform ensures precise forecasting and scheduling, balancing staffing levels to prevent costly over- or understaffing. Real-time adherence monitoring keeps operations aligned with dynamic needs, boosting efficiency across teams.
Calabrio review
What do you like best about the product?
I appreciate Calabrio ONE for its ease of use, intuitive scheduling features, and strong reporting capabilities
What do you dislike about the product?
I dislike slow loading times, especially with large datasets, poor data transfer to reporting, and inaccurate or difficult-to-navigate reporting
What problems is the product solving and how is that benefiting you?
Calabrio ONE solves problems in workforce optimization, quality management, and customer experience by providing an integrated platform for call recording, workforce management (WFM), quality assurance (QA), and analytics.
Great Product & Team
What do you like best about the product?
I like using Calabrio ONE because it has everything we need to run our contact center operation business which has multiple supported contact channels. I also like how easy it is for administrators to configure.
What do you dislike about the product?
Calabrio's PM team struggled to execute during our analytics implementation. Also their documentation isn't always complete leading to implementation and data extraction delays. Their strong support team stepped up to help us though after providing feedback.
What problems is the product solving and how is that benefiting you?
Providing intelligence on contact reasons and customer concerns.
Calabrio Review
What do you like best about the product?
It provides real time changes to my day and the ease of use is one of the best.
The customer support is easy to contact and the frequency of use is daily.
There are a number of features that provides a great opportunity to customize selections.
The customer support is easy to contact and the frequency of use is daily.
There are a number of features that provides a great opportunity to customize selections.
What do you dislike about the product?
Calabrio ONE users have reported several dislikes including: cumbersome scheduling processes, inaccurate data analysis, slow loading times, and limited features in certain areas. Some users also find the interface confusing and the terminology inconsistent. Additionally, the cost of some features and the limitations of the API are also points of criticism.
What problems is the product solving and how is that benefiting you?
Calabrio ONE addresses challenges in contact centers related to workforce optimization, such as scheduling, performance management, and data analysis, by offering a unified platform. This integration benefits businesses by streamlining operations, improving agent engagement, and ultimately enhancing customer experiences. Specifically, it helps optimize staffing, reduce costs, and improve adherence to schedules, leading to better service delivery
Calabrio Review
What do you like best about the product?
its ease of use is very simple and the frequency of use is everyday
It has a number of features that makes it simple
It has a number of features that makes it simple
What do you dislike about the product?
There needs to be link sent to use it on your phone instead of inputting work information
What problems is the product solving and how is that benefiting you?
It provides real time changes and has alerts that come in handy if there are any type of changes
QA Review
What do you like best about the product?
I use Calabrio ONE for QA purposes — and the transcription accuracy is excellent, so evaluations are precise. It’s easy to navigate: finding calls and filtering is fast and intuitive, especially for QA searches and coaching use cases
Reporting is robust and fast—I can pull insights and coach metrics without delay. Its really easy to navigate. I am still getting use to the insight feature.
Currently on a trial for auto qm. Auto QM and Interaction Summary features automate evaluation and summarization of interactions, reducing manual work and increasing consistency in scoring is a big plus for our quality team in general. I am loving the technology.
Reporting is robust and fast—I can pull insights and coach metrics without delay. Its really easy to navigate. I am still getting use to the insight feature.
Currently on a trial for auto qm. Auto QM and Interaction Summary features automate evaluation and summarization of interactions, reducing manual work and increasing consistency in scoring is a big plus for our quality team in general. I am loving the technology.
What do you dislike about the product?
I haven't found anything that i dislike.
What problems is the product solving and how is that benefiting you?
Enables searchable transcripts, sentiment analysis, and cross-channel analytics for a complete performance picture.
Calabrio ONE solves the manual labor and fragmentation of quality, scheduling, analytics, and transcription by automating and unifying them. That gives me fast, accurate insights and significantly reduces admin time—all while supporting better coaching and agent performance.
Calabrio ONE solves the manual labor and fragmentation of quality, scheduling, analytics, and transcription by automating and unifying them. That gives me fast, accurate insights and significantly reduces admin time—all while supporting better coaching and agent performance.
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