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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.
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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.
Calabrio One- User Friendly
What do you like best about the product?
I like how user friendly the application is when navigating. The reporting options in the area of Quality Assurance is Robust and makes coaching agents much easier.
What do you dislike about the product?
The version of Calabrio that we use is older so my dislikes have been addressed in later releases.
What problems is the product solving and how is that benefiting you?
Through the Calabrio tool, we are able to create and modify schedules. Agents can also request leave time. We also utilize 100% desktop recording which aids us in our training and development. Calabrio saves time and money by eliminating the manual processes.
Recommendations to others considering the product:
Calabrio is really a great company. They have a way of making you feel comfortable to share your questions or concern. More than a vendor but part of the team.
Calabrio One WFM
What do you like best about the product?
So far they are open to customer feedback and continue to evolve. There is flexibility for agents with dynamic scheduling which is new for our contact center. We are always looking for ways to increase employee engagement while maintaining high customer satisfaction and agent empowerment is a step in the right direction.
What do you dislike about the product?
They aren't set up to handle chat support scheduling. We are very chat heavy so 1:1 scheduling doesn't give us a true picture. Also, there isn't a good way to mirror our skillbased phone routing - not every agent in the queue can handle every contact & there is delays between skills. Both of these create a challenge for floor managers trying to determine intraday coverage.
What problems is the product solving and how is that benefiting you?
We need to provide reliable staffing and ASA models. We are able to produce schedules for the contact center to function and helped some teams move from Excel.
Recommendations to others considering the product:
Verify that key day to day WFM functions for your call center are available and easy completed.
Calabrio
What do you like best about the product?
The self serve and offline workflow features
What do you dislike about the product?
Some elements of usability, pedantic things such as little parts of the interface
What problems is the product solving and how is that benefiting you?
Scheduling and communicating those schedules.
Recommendations to others considering the product:
Get involved with the user community
Calabrio ONE
What do you like best about the product?
The ability to administer the agents and infrastructure is very easy and there are many options available to optimize the recording. On top of that the interface for the supervisors and managers is second to none with it's ease of use and getting to the information quick!
What do you dislike about the product?
There are no big dislikes. However, I will say that the setup additional administrators can be a bit cumbersome and can be simplified.
What problems is the product solving and how is that benefiting you?
Our agents recordings are helping not only improve their support for customers but also helping our supervisors make changes internally to come up with changes to our call centers!
Calabrio is a great website that we use for our schedules
What do you like best about the product?
Being able to trade shifts with coworkers, have access to our stats (such as average handle time, calls per hour, etc), ask for off days, and pretty much every other feature.
What do you dislike about the product?
It's only for internal use in our company, we can't access our schedules from home...
What problems is the product solving and how is that benefiting you?
Being able to switch shifts with coworkers when I am busy on certain days/hours and being able to giveaway shifts.
Recommendations to others considering the product:
It's a great sofrware, it's easy to use. I just wish we could use it for external as well.
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