Calabrio ONE
CalabrioReviews from AWS customer
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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
Multi-functional tool for contact centers
What do you like best about the product?
The QM feature of Calabrio and the ease of search with multiple filters and even text search is probably my favorite.
What do you dislike about the product?
We are currently implementing Analytics and there are a lot of inconsitencies and issues so far in our testing. It doesn't give me confidence that our full reporting will be accurate.
What problems is the product solving and how is that benefiting you?
Call recording for feedback review saves us from having to call back patients to confirm details. We also use for QA and future state analytics. It helps us get and maintain contracts and accredidations.
Educational and Very Helpfull Tool
What do you like best about the product?
The different ways that the tool can be used. We use it for Analytics, WFM, QM hopefully soon to be AI. We love working with our Customer Success Manager Sumner. He is very attentive with what we need. We use Calabrio everyday for over 500 hundred agents half of those are WFM. Our agents have easy access to their recordings and evalutations to better their selves if need be.
What do you dislike about the product?
Our downside right now is that we are in the process of upgrade to the new WFM so we do not have all the new features to use. With that we do not get our recordings until 2hrs after they are done.
What problems is the product solving and how is that benefiting you?
As our right now they are helping us with the new WFM upgrade. This will give use new and better features for our Care Center.
The good and bad of Calabrio
What do you like best about the product?
Being able to evaluate calls in a system that will allow us to pull reporting and statistics has been invaluable. Creating evaluation forms is easy and the basic reporting is helpful.
What do you dislike about the product?
Data explorer reporting is often incorrect and confusing to navigate. Not being able to retire old evaluation forms so that they no longer show up in reporting for "On Prem" version of Calabrio has been frustrating. At times, the system can be slow and has many technical issues. The transcription of call recordings is often severely inaccurate.
What problems is the product solving and how is that benefiting you?
Calabrio ONE is solving the problem of tracking quality metrics and benefits me so that I do not have to manually dig through evaluations to find trends and KPIs.
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