Calabrio ONE
CalabrioReviews from AWS customer
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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.
Calabrio 9.2
What do you like best about the product?
It's UI is very appealing and intuitive.
What do you dislike about the product?
Lack of true multiskill scheduling; makes scheduling agents in more than 1 skill group impossible
What problems is the product solving and how is that benefiting you?
Easy to view agent schedules
Recommendations to others considering the product:
Ensure you join forums and give feedback as they act on it
Calabrio One QM and WFM have made a world of difference in our company!
What do you like best about the product?
These guys stay on top of the market and keep improving the product with every release! They have multiple facets upon which you can search for and mark a call. They have thought of most ways anyone could ever think of to adjust a schedule or group of schedules. They make Call Center life easier and more straightforward.
What do you dislike about the product?
So far, there has been very little to dislike about Calabrio. If there was one thing I had to say, I guess I would remark on how some of their support agents are slightly less prepared than others, but with their phenomenal growth, that is somewhat understandable.
What problems is the product solving and how is that benefiting you?
This has really helped streamline our evaluation process for calls and has increased the ability to schedule and hire greatly. One benefit we have really liked is being able to see the screen recordings and use them for training purposes.
Recommendations to others considering the product:
With the advent of the cloud product, barriers for entry virtually disappear. Get the whole package as the Analytics portion can help every area of your company. Get as many people on board as possible. QM can help pretty much everyone. WFM helps with scheduling, especially part-time employees. And Analytics... not sure what it can't do!
Simple to use but Powerful
What do you like best about the product?
Very good value, product was installed easily, on VMware with the expertise of our Calabrio Professional Services tech. Very few technical issues using and supporting product. End users like how simple it works call and screen recording just works.
What do you dislike about the product?
The product runs on Windows, it would be nice if a Linux version was available. Same with database it would be nice to run other DBs
What problems is the product solving and how is that benefiting you?
Understand our customers. Make sure best experience is provided
Recommendations to others considering the product:
Go with this product you will not find anything else close in value.
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