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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
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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.
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.
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.
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