Calabrio ONE

What do you like best about the product?

I like the flexibility and ease of Calabrio ONE coming together. When it works, it works well. They've shown engagement in resolving issues and even developed new features based on our feedback, which helps ensure success and excellence in our field. I find the engagement from the support teams during setup quite helpful, with good communication and commitment.

What do you dislike about the product?

Some features that we are excited for do not come out as quickly or at all, which is frustrating. It is also frustrating when tools work properly in one environment but the same tool doesn't work properly in another.

What problems is the product solving and how is that benefiting you?

I use Calabrio ONE to manage schedules for over a thousand call center agents flexibly and reliably, improving agent adherence and presence.

What do you like best about the product?

I really like that new features are always coming out and that Calabrio ONE is very user-friendly. It's been easy to train staff to use it, and the setup was easy too. These aspects really enhance my experience with the software.

What do you dislike about the product?

I don't like having to use the WFO site and the regular site to work on schedules. It would be nice to have a single site to do all WFM tasks.

What problems is the product solving and how is that benefiting you?

Calabrio ONE helps with scheduling shifts coverage for multiple service lines and quality control. It's user-friendly and easy to train staff.

What do you like best about the product?

I am interested in using Calabrio ONE for Auto QM and trending topics, sentiment analysis, and insights.

What do you dislike about the product?

There are several features we would like to use; however, they are at an additional cost. WFM was not easy to set up.

What problems is the product solving and how is that benefiting you?

Calabrio ONE helps me improve call rating, manage workforce issues, and gain insights and analytics.

What do you like best about the product?

I really like how user-friendly the interface is on Calabrio ONE. I'm also impressed with the new scheduling features in the cloud. The initial setup was extremely easy, especially because they were onsite to help.

What do you dislike about the product?

Realtime features

What problems is the product solving and how is that benefiting you?

Calabrio ONE helps with forecasting, scheduling, and reporting. I use it for WFM, QA, analytics, and insights.

What do you like best about the product?

I like Calabrio ONE's ability to quickly adjust schedules on the fly and schedule sessions for individual training, which helps ensure we have the required number of agents where they need to be. I appreciate the schedule components and meetings that help with planning. I also find the quality aspects, such as Auto QM, valuable for understanding what agents are doing well, helping to identify trends and areas where they might be struggling.

What do you dislike about the product?

The interface could be more user-friendly. It can be difficult to train new users who find the interface complicated. The initial setup was somewhat easy but challenging when people explained what something does without necessarily explaining the functionality behind it.

What problems is the product solving and how is that benefiting you?

I use Calabrio ONE to quickly adjust schedules and organize individual training sessions, ensuring we have the required number of agents where they need to be. It audits 100% of calls for better understanding of agent performance and trends.

What do you like best about the product?

I like Calabrio ONE for its detailed forecasting and scenarios, which help me with workforce management. I also appreciate the real-time adherence monitoring feature that it offers.

What do you dislike about the product?

Reporting. Merging reports and exporting to CSV

What problems is the product solving and how is that benefiting you?

I use Calabrio ONE for real-time adherence and forecasting in workforce management.

What do you like best about the product?

Easy to use, intuitive platform that helps supervisors in contact centers actually help the Agents be happier !

What do you dislike about the product?

I just wish we had it sooner ! there is a lot of data, so sometimes it can get overwhelming to get all in one dashboard, but we manage!

What problems is the product solving and how is that benefiting you?

Enabling agents with flexibility and work life balance, at the push of a button - also helping team leads to actually focus on helping the agents, not simply approving requests!

What do you like best about the product?

I like that Calabrio ONE automates the process of workforce management. It speeds up the time in managing workforce and offers insights that go beyond just doing WFM from an Excel worksheet.

What do you dislike about the product?

There are two systems in order to use Calabrio ONE (SSO and Teleopti), hopefully it consolidates in the future. Also, intraday is more complex than the previous version. In Calabrio ONE Classic, I was able to view forecasted volume, reforecasted volume, predicted ASA, actual ASA, forecasted agent, reforecasted agent, and agent schedules all in one view. If I move an activity, I can then already see the effect on future predicted ASA.

What problems is the product solving and how is that benefiting you?

I use Calabrio ONE for forecasting, capacity planning, and scheduling. It automates workforce management, speeding up management time and offering more insights than using an Excel worksheet.

What do you like best about the product?

I like that the Calabrio ONE interface is easy to use. Everything I need is only up to 3 levels deep, so I don't have to dig deep to find what I need.

What do you dislike about the product?

I feel like a lot of the Calabrio platform I'm used to is still migrating over to Calabrio ONE. I want the forecasting and scheduling features to be fully available once the migration is complete. Also, I'd like to have the ability to see what future ASA for the end of the day would look like. The training on the system was long and cumbersome, and we should have used our real-time data instead of hypothetical data for training.

What problems is the product solving and how is that benefiting you?

Calabrio ONE helps us with forecasting, scheduling, and intraday management.

What do you like best about the product?

I use Calabrio ONE for Workforce Management (WFM), quality, and performance management. I like the WFM aspect the most. I also appreciate the quality platform and love the ease and accuracy it provides. Additionally, the initial setup was easy.

What do you dislike about the product?

I don't like that the PTO amounts are not showing. People should be able to see their PTO.

What problems is the product solving and how is that benefiting you?

I use Calabrio ONE for workforce and quality management, appreciating its ease and accuracy.