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Experience with Teleopti
What do you like best about the product?
It shows all the schedules that we have and it is easy to understand and very accurate for us employees.
What do you dislike about the product?
As of the moment, we're not encountering an error with it.
What problems is the product solving and how is that benefiting you?
It provides us with our work schedule and how many hours should we work.
Recommendations to others considering the product:
Just improve its functions.
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The BRAIN!
What do you like best about the product?
The ability to see everything you need to in regards to what your looking for to help your work day expierence.
What do you dislike about the product?
The UI, it could be more smooth as far as loading and transitioning from page to page, or from one option to the next. Filtering seems to be the most laggy of all the transitions.
What problems is the product solving and how is that benefiting you?
Im able to see my growth in the company, request my days off, and even see into the future of what days i might be getting paid for by a holiday. Its really a life save and helps me maintain my day to day.
Recommendations to others considering the product:
Just a more modern day UI, something a bit more friendly to the eye. I love the idea of the program and what it does. but it just seems like it could be a bit more responsive when it comes to filtering through information.
Good at Recording
What do you like best about the product?
This system accurately records over the phone ACD calls.
What do you dislike about the product?
This system does not have a good live capture feature for screencaps.
What problems is the product solving and how is that benefiting you?
This software is used in QA/employee review situations. It helps keep a record of employee work in a call center environment.
Calabrio is the right choice
What do you like best about the product?
Very end user friendly, with straight forward admin interface.
What do you dislike about the product?
Does not offer stereo recordings for Avaya
What problems is the product solving and how is that benefiting you?
Agent accountability, and the customer experience has improved.
Recommendations to others considering the product:
Excellent interface
Good tool for managing employee schedules, can be improved.
What do you like best about the product?
I like that it provides a structure for organizing user's schedules.
What do you dislike about the product?
The time off request portion is a little confusing and cumbersome.
What problems is the product solving and how is that benefiting you?
It's making organizing schedules a lot easier overall.
Recommendations to others considering the product:
I think as long as you set it up and use it properly, this can be a good tool
Calabrio is a great company by innovating their program to stay a front runner in the WFM world.
What do you like best about the product?
What I like about Calabrio is the innovation of the system. They take feedback from their customers and make changes to make the program better. WFM has a great request feature where agents and submit their own requests. Workflows to help automate our companies processes. Calabrios customer friendly customer service is a World class experience.
What do you dislike about the product?
Deleting exceptions you have to delete in two places. One on the agents schedule and the other in the agent's profile. The reporting is limited. System bugs when there is a system upgrade a long time to implement the program
What problems is the product solving and how is that benefiting you?
Forecast is accurate and know what call volume will look like on a 5 year plan. By using the WFM program this has helped us making sure we have the right people in the right place at the right time.
Recommendations to others considering the product:
In the WFM world, Calabrio is the only company that I found that is willing to push the envelope and listen to the user and implement the user ideas into the software.
Good product
What do you like best about the product?
The ease of administration. Much of the user administration is moved away from IT admins to business owners that deal with QA
What do you dislike about the product?
The reports section of QM is still a bit underwhelming.
What problems is the product solving and how is that benefiting you?
Call quality and compliance
Ease of Use
What do you like best about the product?
Very easy to use and the learning curve is very short. We have had some issues with scheduling in the past and now it is much easier. Looking up call recordings is a breeze and keeping track of agents adherence is something we can capture with Calabrio. All in all - a great product.
What do you dislike about the product?
nothing at the moment. everything has been great.
What problems is the product solving and how is that benefiting you?
Scheduling was very time consuming and hard to read. Now, schedules are easy to make and very easy to read.
Quality and productivity at it's finest
What do you like best about the product?
Calabrio is a very powerful tool when applied properly, but also easily learned by all user levels.
What do you dislike about the product?
Lack of support for Cisco Precision Queue Attributes.
What problems is the product solving and how is that benefiting you?
We are currently working on quality metrics and gamification to further improve what no one thought we would have been able to improve as drastically as we have; productivity. We have increased productivity, decreased call wait times from a 20-minute average to a 16-second average, and decreased average handle time as well.
Recommendations to others considering the product:
If you're using Attributed Precision Queues within Cisco please note that mapping becomes considerably complex to apply it for your business needs as there is a lack of understanding within Calabrio Support. We have only been able to overcome these obstacles due to our abilities to collaborate with multiple teams throughout the company.
Calabrio's Strengths greatest Strengths and Weaknesses
What do you like best about the product?
Calabrio's greatest strength is that it is a system that you can learn to use in a short amount of time.
What do you dislike about the product?
I do not like that Calabrio's workforce management software does not have alot of power options such as multiple deletes (for exceptions), Automatic schedule creation (based on the needed staff forecast) or automatic leave approval based on the intra-day staffing.
What problems is the product solving and how is that benefiting you?
We use Calabrio to determine the intraday volume patters and staffing patterns to determine when we are over or understaffed. We use that information to determine if we need to add staff or allow for additional off phone activities.
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