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Calabrio ONE
What do you like best about the product?
The cloud is cool being able to access anywhere. It seems to flow well without having any issues freezing up or shutting down randomly. It is relatively easy to navigate and has good customer support. They seem to always be adding upgrades and additional features.
What do you dislike about the product?
It has some bugs but they are working to alleviate them and do so every month.
What problems is the product solving and how is that benefiting you?
Being able to to establish compliance issues on a daily basis has benefited our company time wise. If we were to use all of the features of Calabrio it would benefit us greatly.
Recommendations to others considering the product:
Great for handling several business needs in one product.
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Cloud Product
What do you like best about the product?
We love the UI! It is easy to use and is visually appealing. It is easy to navigate around and to see where the information is clearly.
What do you dislike about the product?
They are transitioning their on premise solution to a cloud solution and we are also one of the first to integrate with on of their partners so we were off to a rocky start because of some bugs that needed to be worked out. They push out changes and fixes all at once, once a month, instead of other SAAS companies who do these immediately. It seems as though it is a hard transition for them to move to a cloud solution but they are working hard to try to make it work.
What problems is the product solving and how is that benefiting you?
We really needed a workforce management tool to help with our service levels and scheduling. This has offered great value in being able to see where we need to schedule people and when.
Calabrio ONE an awesome use experience
What do you like best about the product?
The user interface. This piece is ever evolving for the best. It is extremely user friendly and requires very little end user training.
What do you dislike about the product?
Have not noticed any downsides as of yet. The company is very responsive to ideas and suggestions that a lot of times become implemented in the next version.
What problems is the product solving and how is that benefiting you?
We were in dire need of a quality WFM and call quality solution. We were using aspect and it just was not able to handle our needs appropriately.
Calabrio ONE
What do you like best about the product?
Does a good job recording and storing customer calls. I am able to easily run data that I can then manipulate and append to other data for analysis. Live call monitoring solution that allows someone monitoring the call to "whisper" to the employee or completely "barge in" and join the conversation is the situation demands it.
What do you dislike about the product?
Very simplistic, browser-based solution. Reporting capabilities are really pretty limited (at least in the version we use) and it appears to primarily be based on their "scoring" model in which they somehow score calls. We do not utilize that particular feature which makes their entire reporting suite pretty useless. We are then limited to just querying lists of recordings using their filters and exporting the data in a raw CSV format. A more robust reporting suite would definitely appeal more to me.
What problems is the product solving and how is that benefiting you?
Recording/Storing calls w/ customers which allows us to review them for training and compliance. The system does not track every call that the user makes, however, so the data must be appended to Cisco user data and to Salesforce extracts in order to get a full view of the customer experience. By doing so, we are able to track all contacts with customers. Listen to full conversations across multiple calls and get a much better view into the customer experience. The storage of these calls also allow us to do a large scale compliance monitoring and auditing to ensure that we are providing our customers with the very best service possible.
In the recording space there aren't many true partners!
What do you like best about the product?
One of the most important qualities that I have determined that Calabrio comes to the table with is there true desire to establish partnerships with their customers. We experienced some real challenges this past year with an upgrade to our QM platform. The Calabrio team was committed to remaining engaged to a successful resolution, Through it all not only were we challenged at all levels the silver lining was that we came out with a stronger partnership.
What do you dislike about the product?
One of the things that I dislike about the product is that you cannot delete old evaluations and the goals that were just released cannot be deleted either. I know that they age out after time however we have so many it causes an administrative burden.
What problems is the product solving and how is that benefiting you?
I believe that the Calabrio platform has been extremely successful in quality assurance process. It has help with the great equalizer of accountability.
We love Calabrio!
What do you like best about the product?
The look of the system. It is modern and user friendly. I like that Calabrio is willing to collaborate with us when changes are needed or when we have a unique feature request. I also like the quick and effective reporting features. My favorite thing about Calabrio is the champions network which gives customers the chance to brush up on product knowledge and get the inside scoop for all things Calabrio.
What do you dislike about the product?
No complaints at this time as Calabrio is working on utilizing our feedback. When there is an issue they are quick to resolve it.
What problems is the product solving and how is that benefiting you?
Compliance. With Calabrio we can ensure our agents are staying within Compliance as well company's process and policies.
Efficiencies gained
What do you like best about the product?
What I like best about Calabrio One is the ability to use the portion of the Suite that is needed by the organization to increase efficiency. It is easily customizable to organizational needs and efficiencies can be measured immediately.
What do you dislike about the product?
The only aspect that I dislike about Calabrio is the amount of time and effort that it takes to have feature requests or process improvement implemented. As an end user, it is easy to identify those areas that would benefit all Calabrio users with just a small adjustment, however the process to have features improved can be a bit frustrating at times.
What problems is the product solving and how is that benefiting you?
Calabrio has allowed for more efficient Quality Management within our organization, which is creating new roles and enriching the organization as a whole.
Recommendations to others considering the product:
I would recommend the Calabrio One Suite for anyone interested in improving Quality Management (Qm is the aspect of Calabrio that our organization uses). It is easy to use, customizable and will make your teams more efficient. The system is also engaging for end users which adds to the efficiency of the product.
Calabrio ONE general review from a QA Rep in Education
What do you like best about the product?
I like that Calabrio is willing to make changes as necessary to accommodate our unique needs. I also like the ease of use and reporting features.
What do you dislike about the product?
I dislike the occasional "jitter" and recording distortion. This may be an interface issue or a phone problem on our end but it is still something I dislike. Another think I dislike is the hover function. I much prefer to click on something I need rather than the image pop up when I hover on something in passing.
What problems is the product solving and how is that benefiting you?
I solving the concern of Financial Aid fraud and company compliance. By having a diligent QA time like the one I'm a part of the old days of potential fraudulent stipend issues are a thing of the past. Our University is also very good at going above and beyond so our compliance standards more than meet the DOE regulations.
Recommendations to others considering the product:
I suggest you give them a try because they are truly doing things the right way and are great to work with.
Calabrio Customer Experience
What do you like best about the product?
What I like best about Calabrio, is the flexibility and adaptability to the customer's needs. Calabrio consistently updates their software with feature requests of their customers.
What do you dislike about the product?
My current dislikes are being addressed, so nothing at this time.
What problems is the product solving and how is that benefiting you?
Compliance. With Calabrio we can ensure our agents are staying within Compliance as well as upholding the University's policies and procedures. Overall customer service has improved with the real-time evaluations, live monitoring, and reporting.
Bells and Whistles = Solid product
What do you like best about the product?
This WFM product is very flexible for even the average user. We can customize the type of scheduling (Work Shifts, Dynamic, Availability) to the needs of our team. The interface is web based so you can access it any where, no need to install software.
What do you dislike about the product?
We do a lot of schedule manipulation and this product, and its competitors, do not have the hours the agent is working on their schedule view. Pulling a report every 10 minutes to check peoples hours is unproductive.
What problems is the product solving and how is that benefiting you?
We are solving the need to schedule 2500 remote agents at different times with different needs. We have flex, Part Time, Full Time, and Volunteer agents all working in the same department.
Recommendations to others considering the product:
Great for call centers of average size. Our only issue is a business group of 1000 agents and being able to support their needs. Our business groups of 300 or less are each being served very well.
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