Calabrio ONE Reviews

Quality Management

The ability to customize evaluation forms to organizational needs has been tremendous. 

The only area of improvement, in my opinion, would be faster loading times and faster search results. 

Almost 4 years. 

None.

Dynamic Availability, Dynamic Scheduling, Copy Schedule activities.

Our agents have the functionality for partial coverage, this allows them to customize their schedule and still meet our SLA's.

Need a column for hours scheduled on main page.

1 year

None, they walked us through every step.

None.

None.

Awesome.  Their team was always available to us.

The old solution did not allow the same level of flexibility for our agents.

Verint, NICE, Genesys.

It provides excellent call recording functionality.

Multi-skill scheduling and forecast is not available.

12 months

No.

Sometimes need to restart the server for slow performance.

No.

10/10

7/10

Aspect. System recommended by Cisco, our telephony provider.

Simple.

Vendor team.

I use the reporting tool and forecasting to help me determine where improvements are needed.

Having the ability to choose and save the order of the metrics on the reporting tool has allowed me to standardize some reports.

I would like to see the ability to run an individual Agent on any given service queues without loosing any entered exceptions.

2 years.

Minor issues, nothing major. The issues were fixed quickly.

I haven't experienced any stability issues aside from the occasional server lag, however it is very minimal.

Calabrio takes care of their customers very well they really want to make sure you are extremely satisfied with your experience using the products. They are really quick to assist and answer any questions that you may have. 10 out of 10.

As mentioned above, they are very helpful they want to make sure you are satisfied they will listen to your ideas will try and implement those updates on the upcoming version.

Calabrio has been the only product I have ever used and it works well with the needs of the company.

The initial setup was straightforward, they provided training coupons for us to use learn the different roles for us to get certified.

Initially through a vendor however our in house team are now able to implement them.

The pricing is fair they will really work with you to reach and agreeable price they really want your business.

Calabrio was already implemented in our company, I did not research any others.

The solution has evolved for the better since I first started using it. Each version offers better features I hope that they keep evolving and allow for more customization such as being able to pull reports that show scheduled activities vs actual taken breaks this way we could have a better picture of why the agents adherence is being hindered

It's hard just to pick one area that I like about the product, because they have heard the needs of the customer, and almost everything we were looking in a WFO software they have... dynamic scheduling, workflows, evaluator goals... and I know that if there is something that the software does not do now, chances are that I will see it soon in the near future.

They have a lot of features that I love… If I had to pick two, it would be… in WFM the workflows ( I do automatic PTO handling thru those) and in QM the Evaluator goals, it picks random calls for the evaluators and sends them to their queue, so they no longer have to spend time looking for calls.

By being able to manage better the time of the agents, and the ease of use thru intraday management, we have been able to move adherence goals from 80 to 85%, and we know that we can even bring it up to 90% in the near future, that alone has made our 6 locations that much more effective, resulting in better customer service for our patients and families.

Reporting does need some improvement.

6+ years

No.

No.

No.

10+ Excellent!

No.

Pretty straightforward.

Vendor, great expertise.

Pretty reasonable compared to the other on the market.

This is a great suite, very complete, and they will always strive to make it suitable for your business... make sure that you ask as many questions you want. You would be surprise how much information they can provide you with... and their guidance in invaluable :) You are in good hands!

It is difficult at this exact time to say which features are the most valuable as we are going from a no software to a full suite with Calabria. The feature which is the most valuable at this time is the support. When I refer to the support, I am referring to the support from all aspects of Calabrio; this support starts from the Sales team, to the implementation team, to the trainers. They are all willing to support us through the entire process. It is very nice to see the support there.

I do not have examples yet, but I know the functions in our company are being streamlined and this will make all tasks and jobs easier.

Try and correct bugs prior to release.

We just purchased the entire one suite.

We have run into a few bugs that the developers are aware of and are making the necessary fixes.

None.

10 out of 10 - fabulous.

10 out of 10 - Great!

Straightforward, as I have used others in past careers.

In-house/Unity - no issues.

Best suite for the buck, does the same as others and more for less money.

We looked at Genisys, Avaya, Interactive Iteligence, IEX.

Great software!

Screen recording and scheduling.

It has streamlined how we access and review recordings as well as assisted in making our evaluation process much easier.

There have been some imperfections in the product, however, support has ALWAYS stepped up and assisted until resolved, even if it meant a patch or something.

QM for 15 months and WFM for 12 months.

Deployment was fairly smooth overall, most issues were attributed to larger issues with the new phone system that was going live the same weekend.

Once or twice there have been issues with access or recordings, support always stepped up to assist as needed.

The initial build out was aiming low, so we had to add additional recording servers. It went very well.

10/10

8/10 - some tech support agents are better than others.

Old solution was much more manual and more prone to failure.

Simple and complex. We were setting up a failover site at the same time, so making sure everything was replicating between the two was somewhat tricky.

Vendor team - 6/10

Calabrio deployment team - 10/10

Get in it and work with it.... it can and will be your best friend!

Screen recording.

We are now able to monitor and review agent's calls to improve call experience.

We have several field agents that use cell phones for their calls. Unfortunately, cell phone call recording is not available at this time. I would like to have that ability in a future release.

1+ year

We have not experience any issues to date.

Not yet.

Great.

Great.

None.

Straightforward, our implementation engineer was great.

Vendor team - 9 out of 10.

I would encourage people to get analytics from the start.

Went with a recommendation from our 3rd party partner.