Calabrio ONE Reviews

Our company changed phone systems in our call center two years ago, and with that change, the WFM and QM software were changed. We went with Calabrio based on the recommendation of our vendor.

Dec 2018: We have upgraded to Calabrio v.10 just this weekend. I will be reviewing version 10 after I've had a little bit of time to use it.

I cannot speak about the difference for the QM software. 

My main use is of the WFM software. A few of the features were "nice to have" features, but version 9.3 had some "deficiencies". The main problem was not being able to run scenarios in a pseudo scheduling area, so the way Calabrio is now, agents can possibly see test scenarios. 

Another problem is the Time Off Request area. Agents are not able to cancel an approved request through this area. The sorting/filtering could be improved upon greatly. We are scheduled to upgrade to version 10.0, which will resolve many of the issues we do not like about the current version that we are using.

Update: We are still on version 9.3 and looking forward to upgrading.

The Copy Schedule Activities has been a favorite tool. It reduces time spent when I need to make changes which are identical to multiple agents' schedules.

Being able to "publish" or rerun the schedule for only one agent would be ideal. Also, give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world.

Yes, we did use a different WFM software. The main reason for the switch was the service (or lack of) customer service we were getting.

The business area did not evaluate other options. Our IT/IS departments recommended using what was suggested by the vendor we used for our phone system upgrade/change

We were not allowed to be involved in the set up or a test environment. In hindsight, I would insist on this as there are things that we would have set up differently had we been more involved. It's difficult to explain what you want/expect when you don't get to use the product until "Go Live" in Production.

• The real-time screen 
• Call monitoring

Leadership is able to help new agents learn in real-time versus going back and reviewing.

Some of the Cisco features have not fully-migrated to the Avaya platform.

Two years.

Yes. We have several applications that use AES. We had to get Avaya to write a custom patch for AES to share resources.

None.

None.

Customer Service:

A nine out of 10.

Technical Support:

An eight out of 10.

Yes. The cost to upgrade was three times as much as this product.

It was straightforward on the install.

It was a combination between our in-house team and the vendor. The vendor was new to this product, but picked it up quickly.

Waiting on that figure at the end of this year.

Make sure to plan on expansion.

Yes, but would rather not say.

• Call recording
• Evaluation forms
• Live call monitoring

Tracking quality of conversations between agents and customers ensures service always reflects the organization's mission.

The built-in reporting is not comprehensive or intuitive. Calabrio support has indicated to us that they are actively improving this piece of the application.

For three years.

None.

The application has been stable, although we have not been without issues. Ongoing stability issues, however, is not something that we have encountered.

So far, it has scaled to our needs. The biggest change that we made was adding an additional recorder to keep up with the heavy call volume.

The customer service is always very good. The only point of improvement that I have shared with Calabrio management is we would appreciate their contact center being staffed 24/7 for after hours support. Right now, calls placed outside of normal hours go to an answer service for callback.

It is very good. Their support engineers are always very knowledgeable and issues are resolved very quickly.

We used NICE previously. The organization opted to make the change due to the high cost of NICE and ongoing stability problems.

The initial setup was straightforward. Although the implementation tech was forced to create all of the users individually as a bulk tool, which was not available at that time. Three years have passed since that time, and they may have worked this out. It did not affect us as the customer, however.

In-house.

Yes, NICE.

The most valuable feature that I have been able to use in the Workforce Management (WFM) software is the scheduling tool.

We used Excel prior to having Calabrio. This tool has made our lives so much easier.

The biggest issue that we have come across is the messaging where we receive Time Off Requests. There is no easy way to filter or delete old requests which are no longer needed.

Just over a year.

We had a few snags here and there when we deployed Calabrio. However, it was little things that we learned as we went on.

No.

Yes. When we reach a certain number of agents, the scheduling creates a second page. Then, this leads to issues with shift trades and gives.

A nine out of 10.

An eight out of 10.

No.

A little complex. As a team we felt that our initial training was not the best.

In-house.

Not applicable.

Not applicable.

Not applicable.

I've found that the scheduling and QA portion of the new system is phenomenal. We've never been able to see the agents' screens in the past and this will surely help all the supervisors with coaching and making our team perform better. 

In the past, scheduling was very difficult. We used Excel, and it was very tedious. If you missed something or put something in the wrong place, you then had to save as again and have all the agents close and reopen the schedule. Calabrio makes scheduling a breeze. 

Seeing as I have just started using it, I haven't run into any issues.  The only thing I wish they had (unless I don't have the access to do so - which is possible) was better reporting for adherence. We can see all the numbers, but there is no way of exporting it for all team members is one big file.  

We have used this for approximately six months.

I was not involved in the deployment. 

I have not seen or heard of any issues with stability.

I was not involved with scaling. 

I am a user and do not need to speak with customer service. 

We did not use a solution previously. 

I am a user, and did not do any setup.

N/A.

I was not involved with purchasing. I do not know. 

i was not involved with this aspect. 

Calabrio's learning curve is very short.  The user interface is extremely easy to use.  I could not be happier with this product. 

Calabrio as a whole, when used properly, is a very powerful tool that can help your business hone in on the truly valuable aspects it can provide. However, one of the most valuable features is automation/workflows, it saves time and increases productivity.

I was able to use Calabrio to provide data and analytics in a visually stimulating fashion which captured my audience's understanding with ease. This has since proven its value in the projects and initiatives we have taken - saving the company over a million dollars, increasing productivity while also decreasing wait times, therefore, increasing customer satisfaction.

I think if Calabrio can master Cisco precision queue attributes, predictive scheduling can be done on a much granular level, thereby making the tool that much more capable in its ability to increase productivity.

2 years

Yes, but not really due to the tool. Getting the contact center's buy-in is vital to the success of an effective implementation along with effortless continuous improvement.

No

No

At first, they were great. Since my initial encounters, it is a hit and miss and really comes down to the agent or technician assigned to help you.

Once again, it really is dependent on the technician assigned to your case. I have had technicians who were responsive and catered to my needs and I have had other technicians who didn't seem to understand the system as well as I did and/or I had to constantly check up on the status of my case.

Previously we were using Excel and human intuition, which is not a viable source to manage even a small contact center running 24/7.

The spreadsheets were unnecessarily complex and did not utilize enough data to back up the decisions being made nor did it follow industry standards for a service desk.

We did implement through a vendor, we will not be using them again. However, later on, Calabrio Support was able to catch the errors made by the vendor which helped us greatly.

Over a million dollars

NA

NA

I recommend the full suite, one product simply cannot be utilized to the fullest capacity without the others.

The Analytics software has been fantastic for the contact center. Analysts are able to collect data from Speech Analytics to find trends and areas of focus. We have just skimmed the edge of what this software can do, but it seems to be something we will continue utilizing more in the future.

One of the best things about Calabrio in regards to QM is this software allows the CSRs to have buy-in on their performance by listening to these calls as well. This lets the CSR directly focus on areas for improvement and areas where they 'nailed it.' We have been able to use Calabrio in a number of ways to reward excellent performance for CSRs.

The only issue I have found with Calabrio is the WFM side. This is only because it does not work as cohesively with our scheduling and WFM operations. The team at Calabrio seems to be great in listening to our concerns; however, the WFM team is still working on this with Calabrio.

The company has used this solution for two years now.

To my knowledge, we have not encountered any deployment issues.

We have only rarely encountered stability issues; no frequent issues.

We have not encountered any scalability issues.

Customer service is 9 (1-10 pt scale).

Technical support is 7 (1-10 pt scale).

I don't believe we previously used a different solution.

I was not present during the initial set-up.

I believe implementation was through a vendor team. Unfortunately, I was not with the company at this time.

I'm unsure about ROI.

Be sure to figure out what package best suits your needs.

I am sure other options were explored.

The UI is slick.

The agent dashboard is good for agents.

Agents are able to see their own schedules.

• Planning for multi-skilling

I have used it for two years.

We have not encountered any deployment issues.

Initially, we encountered a little stability issue.

We have not encountered any scalability issues.

Customer service is OK.

Technical support is OK.

I do not know if we previously used a different solution.

I do not know if initial setup was straightforward or complex.

I do not know if a vendor team or an in-house one implemented it.

I do not know about ROI.

Before choosing this product, I do not know if we evaluated other options.

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.