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Calabrio Workforce Managment
What do you like best about the product?
The support infrastructure is one of most impressive products I feel Calabrio have to offer, the company is US based but have always been on hand by emails, webex’s and even visits not to mention the interacted web support.
What do you dislike about the product?
Some functionality of the product is still in development and not yet in line with some other products on the WFM market but looking at the roadmap ahead I feel it wont be long before this is one of the number one WFM systems.
What problems is the product solving and how is that benefiting you?
Calabrio Workforce Management is used throughout our business. My department (Forecasting & Planning) use the system to schedule Frontoffice & Backoffice shift rotations. These schedules are vital to the day to day running of our Contact Centre and hold all on-phone and off-phone activities that our advisors need to undertake through out a given day. The user interface is easy to use and understand for both administrators and front end users and Calabrio is linked fully to our Cisco telephony system to track call volumes and advisors productivity.
Calabrio has concentrated on making it’s user interface easy to use for forecasting and scheduling, I feel this has had an impact on the more in-depth functionality require when planning a multi channel / skill call centre.
But I also feel that Calabrio are the first to look for week points across their product and more importantly look at these from a customer point of view. They use the feedback from they customers built out the road map of have the product is developed and I have no doubt this product will go from strength to strength.
Calabrio has concentrated on making it’s user interface easy to use for forecasting and scheduling, I feel this has had an impact on the more in-depth functionality require when planning a multi channel / skill call centre.
But I also feel that Calabrio are the first to look for week points across their product and more importantly look at these from a customer point of view. They use the feedback from they customers built out the road map of have the product is developed and I have no doubt this product will go from strength to strength.
Recommendations to others considering the product:
Multi skilled planning isn't as strong as some other in the market but I feel this will improve as the product is developed.
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WFM Version 9.5 SR2
What do you like best about the product?
Look and Feel is very easy to navigate. The agents find their portal to be of the highest quality.
What do you dislike about the product?
Our business is very large so the limited search functions in the WFM suite makes it hard for my team of schedulers to complete tasks in a timely manor.
What problems is the product solving and how is that benefiting you?
Workforce Management and Call recording have allowed us to assist our customers in the best, most productive ways possible. The agents interface is super east to navigate so they are happier employees.
Recommendations to others considering the product:
Easy to use, great for small call / Contact centers
Calabrio from IT
What do you like best about the product?
I love the ability to not only listen to live phone calls, but also to watch what my Account Managers are doing while they work throughout the day.
What do you dislike about the product?
Since we operate with dual monitors, the viewing size of the screen can get distorted, and thus you need to have a dual monitor setup to view properly.
What problems is the product solving and how is that benefiting you?
It allows for great one on one coaching for my Account Managers with regards to sales calls and customer service.
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