Calabrio ONE Reviews

The speed up, slow down feature has helped increase productivity. The advanced searches help in finding specific calls quicker and with more ease.

The reporting features have helped us identify trends to improve customer service.

I was told they are looking into adding chat evaluations as a feature in Calabrio. Right now, I can create an evaluation to grade chat interactions, but I have to view the actual interaction in a different system. It will be nice to hopefully have everything in one system in the near future.

I have used it for 2 years.

We have encountered minor deployment issues, but customer service was quick to correct the issues and has been great to work with.

We have not encountered any stability issues.

We have not encountered any scalability issues.

Customer service is 10/10.

Technical support is 10/10.

We previously used a different solution. We switched because the contract was up. The solution we were using was outdated and we were not pleased with the customer service.

Initial setup was straightforward and the support for the switch in product was streamlined.

I was told from our management team that they did explore other options.

Calabrio ONE is a great product, is user friendly, and has great customer service.

• Analytics
• Text to speech
• Dual-channel text to speech

We are able to address compliance issues more quickly.

• Filtering out text-to-speech hits and better results for negative categories

• When we set up categories to return results without the selected phrases it only filters out phonetic hits and you can see many contacts where the text to speech clearly recognizes the phrases that you told it to filter out.

I have been using it for four months. I use the latest cloud version.

We have encountered plenty of deployment issues.

We have encountered a few stability issues.

We have not encountered any scalability issues.

Customer service is 8 out of 10.

Technical support is 7 out of 10.

We previously used Avaya. We switched because we needed something different and more modern for new business.

ROI is unknown.

Before choosing this product, we also evaluated Avaya.

Calabrio WFM offers great insights on scheduling. What I like about the program the most is the coverage tray as this allows us to see our staffing deficits, shrinkage, and the reforecasting of our calls. This help us make real-time decisions, taking into account how it will affect staffing.

We switched to Calabrio from one of their competitors so the day-to-day functions were about the same and we really didn't see any improvements as of yet, but this program is always looking at ways to grow.

The WFM program's dashboard can be enhanced and their reporting, as well. One thing I like about Calabrio is that they listen to their customers and take feedback to make enhancements on the program.

We used this program for about three years.

No issues with deployment.

We have encountered stability issues. We had about six months where the program was crashing weekly. Calabrio and us worked through the stability issues, and it has worked to its full capacity.

As of right now, we have not encountered any scalability issues.

Calabrio's customer service has been awesome; they are willing to help to make it work and willing to help you with workarounds with the system limitations.

Technical support is 9/10.

We previously used Verint. When the system crashed, Verint took almost three weeks to answer a ticket; poor customer service.

Initial setup was not complex at all.

A vendor team implemented it.

The realtime adherence is a great feature, it lets us stay connected with the call floor and react when needed to demand peaks and shortfalls.

This gives us a interactive view of the call floor then advisors can also see so they can be a part of the delivery and gain ownership.

As we are a Calabrio customer, we get the support we need regarding standard software support for example when the system is not working as expected and user questions.

Calabrio has always supplied great customer service and always helped where possible.What's currently limited is a forum for UK customer to share best practices with and to utilize these connections to ensure that we are using the system to its full capability. As it's a US based company, all of the conferences are in America as it stands, but customer base and functionality are always growing so hopefully we will see this in the UK in the near future.

2 years.

No, the roll-out out was easy with measures in place to roll back if issues where encountered

On first roll-out we did but with a couple of server config changes these were resolved. Also we changed browser to Chrome for better performance.

Not at all, we have over 500 employees using the system without an issue.

The customer service we have received is first class.

8 out of 10.

We wanted to have a more updated cloud based solution that interrogated fully with our telephony system and had features to enhance our planning and quality capability such as a QM system and speech analytics.

Straightforward, once deployed on our server access they the intranet with single sign on was easy. One of the many benefits is the easy to navigation GUI and Config.

In partnership with a vendor.

One of the reasons we selected this product was the licences are concurrent which is value for money when working in a 24 hour support service.

We did, but we felt Calabrio was the best option for our company now and the journey ahead.

Overall I feel this is a great product with a fantastic support network with a exciting features roadmap ahead.

I have found the video capture to be the most valuable feature.

The video capture is a great learning tool for agents when being coached.

Not needing to reboot every day when recordings are an issue.

4 months.

Large company, so the transition is taking some time.

With being so large it's taking some time to get everyone onboard.

We just received an in house tech, so only time will tell.

Straightforward.

Real Time Monitoring.

Easier for RT and TM's to view current adherence.

• Scheduling
• Exception management
• Multi Skilling
• Holiday allocation profiles

1-2 years

Data migration support would have been helpful. Skill groups/mapping was very difficult to understand.

Would not run on Internet Explorer - Chrome required.

No issues.

Limited.

Yes, we used Aspect. Outdated and upgraded phone system - Calabrio was a part of that upgrade.

I was not part of the initial set up.

Vendor - expertise was high.

No, this was the only option we were given.

Please work more with European/UK market to understand requirements.

Notifications for schedule changes and vacation approval.

2 years

No issues.

No problems.

No problems.

10/10

10/10

No, this was a new call center.

Straightforward.

In-house.

Not sure, I was not a part of the decision making process.

Assigning exceptions so that I can assign to multiple people across more than one day.

Makes agent schedules more accessible and easy to use.

It sometimes needs quite clunky work arounds for certain things, e.g. If I add exceptions into agent schedules such as holidays or long term sickness, it's not easy to just delete them. I would like to see an option where you can delete the exceptions and the schedule reverts back to how it was before (breaks and lunch etc) without having to run the entire departments shifts.

I have used this contact center optimization solution for nearly 2 years.

No.

It has crashed a couple of times but may be a server issue.

No.

Change of tactics.

Yes, but I wasn't initially involved.