Calabrio ONE

My main use case for Calabrio ONE is for reporting, as I have implemented Calabrio ONE for one of our clients called FedEx. They use Calabrio ONE for reporting, so we integrated Calabrio ONE with our contact center and provided the recordings and WFM feature through Calabrio ONE.

In our case, Calabrio ONE is specifically used for recording and reporting purposes, but WEM or WFM, as some people mention it, is also one of the features. Although the priority is still recording, they want to keep their recordings through Calabrio ONE on their own servers, so it is an on-premises solution that we installed and implemented.

I have installed Calabrio ONE for several customers in the public cloud, and for FedEx, it was an on-premises solution installed in the customer's environment.

After studying Calabrio ONE throughout those years, I really appreciate the recording, workforce management, and quality management features, including advanced analytics of Calabrio ONE, which were performing well at that time in comparison to other software systems. I am mostly concentrated on the recording part, and I was part of the installation, specifically the 11.5 version. There were a few things that could have been improved at that point in time, but I believe that in the latest version, Calabrio ONE has improved.

I have tested thoroughly the recording features of Calabrio ONE, and it has sentiment analysis; when you see the recording, if you have configured some words, it tells you whether the customer is happy or angry, showing the emotion of the customer during the recording. Calabrio ONE's recording interface is very easy to access, very easy to explore, and every option is clearly mentioned. Once you click on the recording, it is easy to configure how to save it. When you analyze the recordings, you can clearly see a graph and sentiment analysis. Calabrio ONE has also added the natural language feature, so even if you're using a bot or the other person is using a bot, they can assess those things. That is one of the best features I appreciate.

Calabrio ONE has positively impacted our organization as the clients were happy with the implementation; they initially used NICE and switched to Calabrio ONE. Calabrio ONE's initial versions, before the 10.x versions, were not very good, but I installed 11.5, which had many features that the customer really appreciated. It helped them arrange their recordings, keeping them for a certain time and then transferring them to a local drive. Calabrio ONE's interface was easy for the customer to understand, and the training we provided helped agents easily grasp how calls were recorded and stored.

I believe there were metrics indicating customer satisfaction, with at least a 15 to 20 percent increase after using Calabrio ONE software. I am not sure about specific metrics like time saved or fewer errors, as those are with the customer. We had reports during the testing phase focusing on recording features, sentiment analysis, and related aspects.

I think Calabrio ONE is normal software with a stronghold on WFM. Calabrio ONE's latest version excels in recording and analytics, but some customers flagged complexities and reporting gaps. Calabrio ONE can improve the installation process; an automated, unified installer performing checks would be beneficial. Nowadays, software capabilities could provide AI-guided assistance through installation steps.

Calabrio ONE can learn from Cisco in providing documentation more easily, with all details clearly available. I believe the documentation needs to be more detailed, categorized, and segregated so a person does not have to sift through a whole document just to locate specific information.

Calabrio ONE needs many improvements from a high-level view. Calabrio ONE's implementation was not straightforward during my time, and Calabrio ONE should work on marketing and partnerships with other cloud contact centers, especially since I have seen CCaaS providers recommend other software but not Calabrio ONE.

I have been using Calabrio ONE specifically for about four years.

I felt that integrating Calabrio ONE with a contact center is straightforward and easy. Calabrio ONE's deployment is easy, and the documentation provided or available on the website is very clear, with screenshots included, making it easier for even a new person undertaking that for the first time.

If someone is using Calabrio ONE and is happy, I encourage them to keep using it, but there are other software options in the market. Many CCaaS providers offer built-in features for recording and reporting, which is something to consider unless there are specific requirements for using Calabrio ONE.

I have read about Calabrio ONE's WFM feature, scheduling, and forecasting process and tried to configure that for FedEx, but they did not go for my pitch as it was not their priority at that time.

I have not worked in the security part of Calabrio ONE, but according to the documents, the AI governance framework emphasizes customer data ownership, security, and regulatory compliance, which seems appropriate.

At that point in time, AI was not as common as it is now, so I would not say I have used its capabilities apart from the NLP and sentiment analysis, but AI is used for interaction scoring in quality monitoring.

I would rate this review a 6.

Our main use case for Calabrio ONE is in scheduling and adherence, where we use it to track agent performance and adherence throughout the day. We also use it for scheduling and forecasting. The main use that we have on a daily basis is the adherence part, which involves checking correct adherence to schedules and comparing the current actual schedule with what agents are doing in the CRM.

The adherence tracking helps my team by providing a current and actual view of how many agents we have in those intervals and whether they are adhering to the current schedule and performing the activities they are supposed to be based on their previous scheduling. For example, we are working on an account which is built by adherence and requires monitoring by interval.

We have Calabrio ONE linked with our CRM, and that is mainly the use that we do in real-time because Calabrio ONE is predominantly used by our real-time team. That is the goal and how we are using it right now.

The best features Calabrio ONE offers include one feature that is very useful for adjusting schedules and monitoring adherence during the day, as it has shortcuts for entering plain schedules or correcting adherence with keyboard shortcuts rather than using the mouse. This aspect is important for monitoring in real-time, especially since we have many tasks to manage. That is something I appreciate the most.

I find the reporting part of Calabrio ONE very useful based on how we schedule for the real-time aspect. It provides visibility on how many agents we have allocated, which helps us understand our daily allocation better. Although it has been a while since I used the reporting feature, it was very user-friendly compared to counterparts such as Genesys or Verint, which had issues with person names in their reports, whereas Calabrio ONE's reports are easy and simple to navigate.

Calabrio ONE positively impacts our organization by making adherence increase, even though scheduling takes the same amount of time. This is not just about Calabrio ONE; we do have a real-time team that fully utilizes its capabilities in their duties. It is a partnership between the team's performance and the tool's usefulness. Since we are pushing agents to adhere to the actual schedule, it has been helpful for generating reports and real-time alerts.

Our current adherence is at 90%, while our goal was to reach 95%, which is very challenging. Since we have been using Calabrio ONE from the beginning, we are getting closer to that percentage. However, it is not solely the effectiveness of Calabrio ONE tools; it is a teamwork effort between the analysts and the tool itself as we track how many agents we have in specific spots.

Calabrio ONE could be improved with shortcuts, as removing them or making them harder to access is an issue. Additionally, there is some lag during scheduling and adherence processes; for instance, one agent might appear available right when they are scheduled in the CRM, but Calabrio ONE shows them as disconnected. While this is not a repetitive issue that we have reported to the Calabrio ONE vendor, it could benefit from a review, particularly in how it affects BPOs such as mine.

I would appreciate understanding how the acquisition of Verint will add value to Calabrio ONE or if it is purely about gaining more market share, or if they plan to use Verint's background to enhance the Calabrio ONE team.

My advice for others looking into using Calabrio ONE is to give it a chance. It has been very useful and has been around in the market for a long time; the company has also acquired Verint. Calabrio ONE offers many capabilities in the workforce tool and has been a strong competitor in the market. It has been successfully deployed at Netflix, a major company, which demonstrates its trustworthiness.

Regarding Calabrio ONE's AI capabilities, my company has two-factor authentication, so I would say it is very secure. I do not have many details beyond that, but you can access it from virtually anywhere. In my position, I can use it on my cell phone, but it requires two-factor authentication, which makes it very secure.

I appreciate the user interface of Calabrio ONE because it is simple, which is valued since analysts do not spend much time looking at alerts and agent appearances in the real-time view. It makes our work much easier. I would rate my overall experience with Calabrio ONE as an 8 out of 10.

My work on Calabrio ONE involves adding and updating schedules, as well as onboarding and offboarding agents.

When I need to onboard or add new agents to Calabrio ONE, I log into my Calabrio account and add the users in Calabrio ONE's remote desktop version. After adding users, I check their schedules and update them if necessary.

I use scheduling the most in Calabrio ONE.

Calabrio ONE is a great tool to use with multiple features that allow me to add schedules very easily and onboard users in bulk. The main feature I really appreciate about Calabrio ONE is the ability to perform bulk operations rather than single operations. For example, if I need to onboard 100 agents, I can onboard all 100 agents at once rather than adding them one by one.

Calabrio ONE positively impacts my organization and makes things better. It is very easy to use, and anyone can operate it because it is very simple.

There are improvements needed regarding Calabrio ONE that could be better.

I have been using Calabrio ONE since 2023, and it is a great tool.

5

My task has been to target the users in a very simple way using Calabrio ONE. It is just a simple tool that I can use, and it is much easier to improve my life skills as well.

I do not use Calabrio ONE's AI capabilities concerning governance and security. I do not use Calabrio ONE's AI capabilities regarding its accuracy and reliability of output.

I would rate this product a 10 out of 10.

As an agent, I use Calabrio ONE for monitoring my shifts, including when my schedule breaks and meal times are or when scheduled offline meetings, coachings, or one-to-ones occur.

One of our main KPIs is adherence, and I use Calabrio ONE to monitor my overall adherence for the month, besides monitoring my breaks. Adherence takes into consideration what time I go on break, what time I get back, what time I start my shift, what time I end my shift, and if I was actually on shift. In order for me to qualify for my commission, that adherence needs to be above 95%. Daily and consistently, I use Calabrio ONE to monitor my previous day's adherence, checking what percentage I am on month to date, and then knowing where I need to adjust or improve on my timekeeping. I also use it to make sure that I am at work on the days when I am supposed to be at work. One of the other major things is my stats. Monitoring my hold and wrap, my actual handling time of calls gives me a broad and detailed breakdown of my statistics, which helps me as an agent to perform at my best and know when to change the way I am doing things if my stats are looking unfavorable.

I find Calabrio ONE much more efficient than the system we were using before, which I cannot even remember the name of because it was that ineffective. It helps me to perform at my best and to know when I need to improve on what I am doing, giving me a detailed breakdown of my statistics. Calabrio ONE provides a broad breakdown of my statistics in a detailed format beyond monitoring breaks and meals.

A best feature of Calabrio ONE is real-time monitoring, which allows you to monitor yourself or, if you are a team leader or a workforce management analyst, it gives real-time data, which is very important in a BPO as everything moves fast and can change at the drop of a hat. You can monitor who is late from breaks or always late for work easily through the dashboard, helping you identify which agent needs coaching. With the use of AI, monitoring and keeping track has become much easier, minimizing losses in the company or the campaign significantly.

Calabrio ONE's dashboard is very user-friendly. I mostly self-taught myself as an agent to navigate Calabrio ONE, finding all my statistics besides my schedule for when to be at work and take breaks. With no prior experience, I managed to teach myself in a couple of months, improving as an agent. The AI tools are mostly automated, connected directly with our dialing system, CCAIP, and they work well together, greatly improving the workflow process.

Calabrio ONE has positively impacted my organization greatly. While I cannot provide specific percentage details, it has improved adherence in our campaign and enhanced our ability to identify agents who are not adhering, allowing team leaders to coach those agents. Time management is easier for management to monitor, as they can see exactly what time an agent signed in, signed out, and took breaks through Calabrio ONE. This allows for implementing necessary actions like coaching for repeated offenders, significantly improving agent performance, where agents are empowered to take ownership of their statistics and adherence.

Calabrio ONE's user interface is a bit slow, but this issue likely stems from our internet package rather than the application. The loading time for certain tabs is affected by our business internet connection. I feel the user interface colors are a bit plain and boring; brighter colors would make it more visually appealing. While it is a practical tool, visually it could be enhanced. I believe optimizing the navigation by minimizing the number of tabs to access certain statistics would ease usability, as currently, finding specific details requires trial and error.

I suggest linking a messaging dashboard to Calabrio ONE since there are instances where calls overlap with meal and break times. In our campaign, real-time analysts monitor specific teams, and if an agent exceeds their allotted break due to a call, they must report it to their team manager, who then communicates with the analyst. This process can be hectic if the manager is unavailable. A direct messaging service linked to the agent's dashboard would simplify communications, making it easier for real-time analysts to adjust adherence time quickly.

I have been using Calabrio ONE for just over a year since it was introduced into our campaign.

I find Calabrio ONE to be really stable; the only issues have stemmed from our company's internet problems. With the application itself, I have not faced any outages or major issues.

Calabrio ONE handles growth or changes in our campaign easily. The limitation lies more in the knowledge of the personnel handling it; better training is needed. The application itself can accommodate over 100 or 200 agents within our campaign.

I have not interacted with Calabrio ONE support; our support comes locally or from our campaign in the UK. I am unaware of any direct communications with Calabrio ONE support.

We did use a different solution before Calabrio ONE, but my experience with it was only for two or three months, and it was ineffective to the extent that I cannot even recall its name.

I believe Calabrio ONE has saved money by helping maintain agent adherence, as non-adherence leads to losses for the company. Overall, it has improved adherence in the campaign, coaching agents to keep their stats in check, significantly enhancing productivity.

I am sure they evaluated other options before choosing Calabrio ONE, but I was not part of that decision-making process and do not have access to that information.

I would recommend Calabrio ONE as it is a great addition to a business, particularly for detailed timekeeping and management, empowering agents to self-manage effectively.

I find Calabrio ONE's governance and security really great, as agents are restricted to only certain tools and information, and there is no way to bypass those restrictions. I have tried to access information without going through my team leader, and I can say the security measures around the AI are substantial.

I have not encountered any issues with the accuracy and reliability of Calabrio ONE's AI output. I believe it is a well-trained AI. When I did not get the desired results, it was typically due to our unstable internet connection.

Calabrio ONE is a great tool with a solid product that developers should continue to improve and innovate to be utilized effectively in BPOs and beyond. I would rate this product an 8 out of 10.

My main use case for Calabrio ONE is for scheduling. For scheduling, my honest take on how it holds up in daily operations is that you can manage complex contact centers with multiple tiers, split shifts, and varying agent preferences. I can use that to view agent ability to trade shifts or request time off through the mobile app. I use Calabrio ONE as well for real-time monitoring of my agents during the operation hours.

Some of the best features Calabrio ONE offers would definitely be the AI-driven forecasting and automated scheduling, as well as the real-time adherence and intraday management, because as a supervisor, you can get a clean visual dashboard that can flag exactly who is on a call, who is on break, and who is out of adherence the second it happens. The MyTime mobile app is definitely a game-changer for team morale. It empowers agents to view their schedules, bid on overtime, and swap shifts with their coworkers seamlessly, right from their phones without needing to reach out to their manager to manually approve every single move.

A specific example of how AI-driven forecasting has impacted my team is that our contact center team was constantly operating in a firefighting mode. The WFM team was drowning in manual spreadsheets, spending over twenty hours a week just trying to fix shift coverages, and the agents felt micromanaged because of the rigid scheduling. The AI forecasting has completely removed the guesswork. We went from spending days building weekly schedules to generating optimized shifts in less than an hour. That massive time-save freed up our team leaders to actually focus on what matters: real, data-driven coaching instead of just having to continue with data entry. Our biggest impact was definitely the agent morale by giving the agents autonomy over their own time through the mobile app.

A specific outcome that illustrates how Calabrio ONE has positively impacted our organization would be that we were struggling with the massive administrative drag of managing a global workforce, and after implementing Calabrio ONE, we managed to lower our manually scheduled shifts by forty percent. Not only did that free up our management team some time, but it also drove a fifteen percent increase in schedule adherence and ultimately resulted in about a three percent boost in their overall customer satisfaction scores as well. The fifteen percent increase in schedule adherence was tracked through Calabrio ONE. It was seamless. We were able to give them intelligent, automatic scheduling and real-time call routing so the agents could perfectly align with incoming call volumes.

Sometimes the user interface of Calabrio ONE can feel a little bit clunky, but for a workforce planning perspective, I would definitely say you need a fast manual override for a specific agent. It fights you outside the standard logic, and making it simple can take longer than it should. Additionally, building custom reports in performance management has been a bit of a headache.

I would rate Calabrio ONE about a nine.

My advice to others looking into using Calabrio ONE is to be mindful about the platform, for it can become a little bit clunky as you make requests through the system. Regarding Calabrio ONE's AI capabilities, it seems to be a pretty secure platform. You definitely need the right clearance and access to use the platform and gather the reports that you need. So, I think it is a pretty secure platform. Calabrio ONE is a pretty accurate platform. It definitely works as we expect since cross-checking our personal reports with the AI data that it has been giving is really helpful. Calabrio ONE is a great platform. It definitely has been one of the best platforms I have used since I have worked with different workforce management systems. Calabrio ONE is definitely up there with efficiency and time management. I would rate my overall experience with Calabrio ONE as a nine out of ten.

I use Calabrio ONE for workforce management to upload the schedule, to upload the forecast, to check the adherence for the engineers, to create the people and engineers profiles in the people tab, and for reporting as well.

I upload the forecast and we create the rotation pattern in Calabrio ONE to provide the schedule for the agents. We also upload the schedule on Calabrio and create new engineers in Calabrio in the people tab. We also get the payroll system from Calabrio reports.

The user interface is very nice for Calabrio ONE, and the real-time adherence dashboard is also very nice. It is very easy to understand, and uploading the schedule is also straightforward. The AOD and ADU features are very helpful to route the ticket in Calabrio. The case management system and ticket management system are also excellent.

For real-time adherence, it is very easy because we can identify which engineer is not following the schedule and easily identify when our SLA is going down. We can call out with the help of the real-time adherence dashboard, and I appreciate that it is mapped with the schedule.

One glitch in Calabrio ONE occurs in the people tab when we create a new engineer. We used to get an error when we put in a username because it was not picking that up, and also the password was giving an error. I do not know whether it was a technical or backend issue, but that was the issue.

From my point of view, everything was good because I have used many tools and I saw that Calabrio ONE was good on all of them, so I do not have any concerns to add regarding Calabrio ONE.

I would suggest using Calabrio ONE because this tool is very nice, and the radio system is also very good. The ICM (incident management system) is also nice for Calabrio, and the user interface is excellent, so I would suggest everyone use Calabrio ONE.

I have been using Calabrio ONE for more than three years.

Sometimes we get glitches in Calabrio ONE because the application gets closed or minimized automatically. I do not know whether it is due to load or another reason, but that glitch does occur.

Scalability was quite good. I have used many WFM tools, but Calabrio ONE was very nice. The user interface was very nice and very understandable.

We can schedule engineers in one go and schedule multiple engineers in one go by clicking on F11. When I use F11, all the schedules get run and all the schedules get uploaded on Calabrio. We can also create a rotation pattern in Calabrio and all the rotations will be automatically assigned to all the engineers and agents. We can also get the reports from payroll, so HR can get all the reports for finance and other things.

I never reached out to customer service, so I never got the chance to reach out to them.

I was using IEX before. Then I changed my organization and used Calabrio ONE, so I used whatever my organization provided me.

I do not know about the initial setup because my company provided it to me. I do not know about the costing of Calabrio ONE or the licensing and setup costs because my organization provided it. I did not handle that setup.

I do not know about the implementation team because my company provided it to me. I do not know about the costing of Calabrio ONE or the licensing and setup costs because my organization provided it. I did not handle that setup.

I can speak only to the time saved from my end because I never made the investment myself, as it was provided by my organization.

I do not know about that because my company provided it to me. I do not know about the costing of Calabrio ONE, the licensing, or the setup costs because my organization provided it. I did not handle that setup.

I have used many tools such as Verint, IEX, and Avaya, but I saw that Calabrio ONE was far better than other tools. The user interface was good and easy to understand, and anyone can understand it, so that is why I prefer Calabrio ONE.

Everything has been good according to me. I do not see any bugs in Calabrio ONE that need improvement. If AI features could be added because I did not see any AI features in Calabrio ONE when I was using it, that would be more beneficial because we are moving toward AI.

This would be beneficial for us as well. It will reduce our workload when we use the AI feature in Calabrio ONE, so that would be beneficial for everyone to reduce workload and increase efficiency.

I rate this product a 9 out of 10.

My main use case for Calabrio ONE includes scheduling, real-time management, and queue analytics.

I used to plot schedules for the agents in Calabrio ONE, and I check the performance, how the volume is coming in, what the AHT is, and what the schedule adherence for the advisors is.

The best part about my main use case is that Calabrio ONE offered a leave balance update, and with PTO quotas available there, I just used to update the PTO quotas, and it showed what the leave balance is per agent.

Calabrio ONE impacted my organization positively by making it really easy to keep track of each and everything, such as PTO quotas, AHT, volume, adherence, and agent performances, so it was just really easy to capture all the details and see what the trends are, how the data is behaving, and it helped the organization gain a gold standard in our yearly reviews.

Everything that Calabrio ONE provided helped us with the performances of the agents and the business or the line of business which we supported, and the visibility to each and everyone, from the agent level to the senior stakeholders, made it really easy to check the performances or analyze the data, which was very helpful.

In my opinion, the best features that Calabrio ONE offers include an easy-to-use interface that is really helpful and handy, and PTO quotas was the biggest challenge I have ever worked on in my previous organizations, along with the schedule visibility and how the reports are downloaded from Calabrio ONE, making the reporting part and PTO quotas the main focus.

The accuracy and reliability of output from Calabrio ONE were absolutely trustworthy.

The AI capabilities of Calabrio ONE were really helpful, and the governance part was also brilliantly taken care of, so I did not need to think twice before sharing the data or giving access to the staff; it was top-notch, and I was really happy.

The pain point I experienced with Calabrio ONE was with the PTO quotas, as I did not have the option to import the Excel files, meaning if I had 100 agents or 150 agents, I had to manually update the PTO quotas in the system, and if there would have been an option to import the PTO quota files in the same format, that would have been easy.

I have been using Calabrio ONE for three years.

In my experience, Calabrio ONE is stable, and we never faced downtime; none at all.

Calabrio ONE's scalability is good, and it handles growth and changes well, as we switched from voice to chat lines of business and had blended agents taking care of both; it managed everything pretty well.

One instance when I reached out to the customer service team regarding an Excel sheet inquiry, they responded promptly and informed me about the limitations and why we cannot do it.

I previously used NICE IEX, Verint Monet, Verint WFE, and Aspect EWFM, but the best part of using Calabrio ONE was the ease of access, the hands-on experience, and the interface. Everything was really good, but due to some organizational changes or agreement parts, we switched to another solution; I am not in a position to tell you exactly what happened on the senior stakeholder management decision level, but I believe that was the reason we switched to some other WFM tool.

It was above my pay grade to evaluate options before choosing Calabrio ONE because I was a senior analyst back then, and all these decisions were taken care of by the senior stakeholders.

I do not think of anything else because throughout my journey, I have used various WFM tools, and Calabrio ONE is my top choice.

I used to download the schedules from Calabrio ONE and send them to the operations team to see what the schedules are and if there are any amendments or changes to please let us know before the deadline, which helped us download the schedules in just one click and in proper formatting; after downloading the report, I did not need to make any changes or manipulations to the data, simply downloading the report schedules and sending it to operations.

I would like to add again about the PTO quotas because it has been the biggest challenge throughout my journey with different WFM softwares, and Calabrio ONE helped us download the report and share it with the operations team, or they can simply log into their agent portal to see what the leave balances are and apply leaves based on that.

Calabrio ONE is very handy, useful, and has a clear and crisp interface, and I would suggest everyone use Calabrio Teleopti and Calabrio ONE if they want to have better visibility, better performance, and an easy-to-navigate interface.

I think if the information about the licensing price is available, it will help me understand the risk or rewards of using Calabrio ONE; that would be a great benefit.

I give this review a rating of 8.