Calabrio ONE
CalabrioReviews from AWS customer
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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.
Calabrio is great! (For most cases)
What do you like best about the product?
The Calabrio One Cloud Client is very intuitive and user friendly. There is a ton of great out of the box features! I DO think that is important in my opinion to have admin access to the tool. If Calabrio will be managed via 3rd party and you wont be able to tinker with it to really take advantage of some of the more advanced and powerful features, you might find the experience a bit more unpleasant. There are ALOT of features and most of them are being iterated on and updated regularly. There is a lot on the roadmap as well that will solve some of the more minor complaints with usability or nice to haves. Overall if you need a great WFM tool that works well out of the box with a low floor of entry and a high ceiling of usability and powerful features Calabrio is a great choice!
What do you dislike about the product?
There are a few features like the meetings module that can have wonky interactions with schedules. Mainly i think its a symptom of growing pains from when Calabrio acquired Teleopti and integrating other tools to it. In the 4 years that i have used it i have seen tremendous strides in functionality and bug fixes but there are some interactions that i just chalk up to it being quirky sometimes. Currently there is also two different surfaces you have to work on, The Calabrio One Cloud Client and the remote Desktop Web Client. More and more features are being moved from the remote desktop client and added to the Calabrio One Client which eventually will result in no longer needing the remote desktop surface. It's still in progress but i can see in a year from now (+/- a few months) having a much more streamlined experience for the back end users (wfm analysts, schedulers, admins etc.) The front end that the agents use is great and only need the one surface.
What problems is the product solving and how is that benefiting you?
Calabrio solves our forecasting and scheduling needs. It also provides a pretty robust reporting tool as well as their new Insights tools that let us develop user friendly dashboards for our ops leads and agents to review metrics and drive engagement.
Robust System With Great Support
What do you like best about the product?
This system is chock full of features yet somehow not difficult to use once you've been properly trained. The support the company provides is outstanding. You have everything from one on one support to conferences to monthly meetings and tons of online resources.
What do you dislike about the product?
There are different versions and not every user is on the same one. When looking at online resources to troubleshoot an issue, you have to be careful you don't waste time looking at the incorrect solution. Standardization of the product would be beneficial, though it's likely a cost thing.
What problems is the product solving and how is that benefiting you?
We are now able to ensure that we have adequate coverage for call handling across all of our service queues and can make on demand changes when we don't.
Calabrio One Review
What do you like best about the product?
I like the multiple options under Calabrio One that is People tab, Schedule tab, Budget and Forecast
What do you dislike about the product?
It has lot of manual work to update things
What problems is the product solving and how is that benefiting you?
It gives a view to showcase all the staffing availability and provide an estimated capacity of people that would required
very useful tool for scheduling
What do you like best about the product?
it is very helpful making and tracking schedules you can integrate it with the other tools
What do you dislike about the product?
there are some small issues related to the smoothness of the tool, it takes time sometimes to publish updates
What problems is the product solving and how is that benefiting you?
there were very challenging to forecast the schedule for large scale of groups and Calabrio was very handy for that, you can monitor in real time sla and make an actions time witch is very helpful during the wfm
Quick access and intuitive
What do you like best about the product?
It's very intuitive and we never have the system down
What do you dislike about the product?
I would like to change the way we code activities.
What problems is the product solving and how is that benefiting you?
The way we can monitor and see the shrinkage for future dates it's really helpful at taking decisions.
Calabrio is exceptional
What do you like best about the product?
Calabrio provides the option to create users by ranking then, it provides detailed reports that are user friendly with having to make much tweaks to the data
What do you dislike about the product?
The format in which the names are exported sometimes but it's customizable so it's fine
What problems is the product solving and how is that benefiting you?
Creating schedules for me based on my forecast, reduces manual calculations
Calabario is a fantastic tool, allowing you to easily view your schedule for the entire month.
What do you like best about the product?
I can see my schedule for the entire month
What do you dislike about the product?
None as for now, Calabrio is incredibly user-friendly and will make managing your schedule a breeze.
What problems is the product solving and how is that benefiting you?
I'm happy to share that with Calabrio, I am able to easily access my schedule for the entire month, so I won't have to guess about my tasks for tomorrow and the rest of the day. It's such a helpful tool
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