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Calabrio ONE

Calabrio | 1

Reviews from AWS Marketplace

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External reviews

252 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Pharmaceuticals

Great fit

  • January 22, 2019
  • Review provided by G2

What do you like best about the product?
Great unified workforce optimization, easy to use, quick to install and support team is great
What do you dislike about the product?
Some functions still need work but I feel like it's getting there
What problems is the product solving and how is that benefiting you?
Great for scheduling a large number of employees to ensure customers needs are always met.
Recommendations to others considering the product:
Continue to grow and advance

    Hospitality

Great for the company, end user not so much

  • January 04, 2019
  • Review verified by G2

What do you like best about the product?
I like the ability to review my schedule from the mobile app. I like the notifications when there's a status change in my schedule.
What do you dislike about the product?
I dislike the fact that this software does not allow partial shift trades
I also hate the name. I just think Teleopti has a very dissonant sound. I prefer to refer to it as MyTime since that is the name of the Teleopti app that the end users have access to.
What problems is the product solving and how is that benefiting you?
It gives upper management finer control over employee scheduling and productivity.
Recommendations to others considering the product:
Insist on the ability to trade portions of shifts.

    Financial Services

Calabrio is a great company to work with

  • October 29, 2018
  • Review verified by G2

What do you like best about the product?
The product itself is easy to use and Calabrio is incredibly responsive to customer questions and suggestions
What do you dislike about the product?
We are currently on the Cisco branded version, which means they get to decide what updates are available to us.
What problems is the product solving and how is that benefiting you?
We are constantly understaffed so Calabrio helps us keep each day balanced as best as possible so we don't burn out our employees.
Recommendations to others considering the product:
Calabrio is a wonderful company to work with. They are very forward thinking and very seriously take customer suggestions into mind when working on updates.

    Information Technology and Services

Great tool for QM

  • October 25, 2018
  • Review verified by G2

What do you like best about the product?
I love the ability of this tool to provide a one stop shop for quality needs. You can score interactions, monitor evaluator performance, make reviews and calls available to the analysts, and a ton of other things. Its not just a scorecard and some notes, the analyst can see and hear the call and screen capture and get more valuable feedback. They can also see their historical performance in the dashboard.
What do you dislike about the product?
I wish there was more robust reporting, but this is already being taken care of with version 10! With the data explorer module gathering and providing data is easier than ever.
What problems is the product solving and how is that benefiting you?
Identifying areas of need in our performance with customer interactions. We have been able to use the data in the tool to initiate new training practices and re-assess what we are prioritizing and measuring with our clients.

    E-Learning

Great Suite of Products to Expand Functionality

  • October 23, 2018
  • Review verified by G2

What do you like best about the product?
I like the Voice Analytics functionality and being able to set custom phrases.
What do you dislike about the product?
Some aspects of WFM have been challenging for my company. We have open questions to try to resolve, but it sounds like we need to upgrade for full resolution.
What problems is the product solving and how is that benefiting you?
As we work more with the WFM product, we are able to help agents see the importance of adherence as well as conformance.

    Hospital & Health Care

Quality Assurance Automation

  • October 23, 2018
  • Review verified by G2

What do you like best about the product?
Establishing QM goals and automated distribution of QA monitors increases completed QA scores and consistent scoring across scheduled evaluators.
What do you dislike about the product?
I dislike having to create copy new goals from Active or Inactive goals. I should have the option to edit existing goals.
What problems is the product solving and how is that benefiting you?
QM is facilitating higher and consistent customer satisfaction.

    Chanda C.

Calabrio is a good WFO suite with an excellent user-face;.

  • October 23, 2018
  • Review provided by G2

What do you like best about the product?
I like the ease and functionality of the product. The user interface is easy to understand and user-friendly.
What do you dislike about the product?
Within the WFM product I wish there was greatly ability to allow the system to generate actual actual schedules.
What problems is the product solving and how is that benefiting you?
Using Analytics has helped our company to delve deeper into what our customers are calling about. This knowledge is being used to help our agent training as it allows us to focus on the specific needs of our customers.
Recommendations to others considering the product:
Be sure to know your business enough to know what is needed and what Calabrio (or any WFO Suite) can offer.

    Hospital & Health Care

Calabrio's Engagement is off the Charts

  • October 23, 2018
  • Review verified by G2

What do you like best about the product?
Intraday management and it's best! Forecasting and firm dates are a must. The dashboards are wonderful. Reporting is generally easier than running out of our phone system! WFM makes my life so easy.
What do you dislike about the product?
I want to add comments when exceptions are manually entered to a schedule already ran.
What problems is the product solving and how is that benefiting you?
Forecasting! Seeing call trends now that we have been open for a year is showing wonderful growth! Analytics is getting better and better with transcripts, sentiments and so much more!
Recommendations to others considering the product:
Be as involved in the integration process as possible. Ask questions!!!

    Environmental Services

good for small businesses

  • October 23, 2018
  • Review verified by G2

What do you like best about the product?
It organized agents schedules better than an excel sheet.
What do you dislike about the product?
It keeps crashing when there are too many people working in the system.
What problems is the product solving and how is that benefiting you?
We are able to track adherence.

    luke aloysius c.

smooth and easy WFM

  • June 12, 2018
  • Review verified by G2

What do you like best about the product?
It is accurate, fast and efficient when it comes to schedules
What do you dislike about the product?
Slight latency but it doesn't affect much in the work
What problems is the product solving and how is that benefiting you?
It gives us easy access to our time schedules and work arounds with productivity
Recommendations to others considering the product:
This is very efficient and easy to use

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