Calabrio ONE Reviews

I have found the forecasting model to be very valuable. It is always nearly an exact match of the trending forecasts that I do in Excel.

There is a need for a lunch and break auto optimization.

This is my eighth month using Calabrio.

9/10. Calabrio is really responsive to requests for information.

I have used Aspect for most of my career. I note use Calabrio an it is ATL311's QA and WFM solution.

Allows us to better understand of our target audience. Provide better service.

It would be nice if this product supported operating systems other than Windows. Some work is needed on better support of multiple browsers.

2 years

Deployment was very smooth.

No.

No.

Excellent.

Excellent.

I did not previously use other products.

Straightforward after understanding the basic product.

Vendor team, along with in house experts.

Currently the feature we are loving is screen recording.

We would like to see the backend SQL server improved for High Availability.

2 years.

No issues with deployment. Very smooth installation.

No issues with stability.

None at all.

10/10

9/10

Before Calabrio we used in-house Cisco recording. Very limited.

Straightforward - initial import of all agents was very smooth.

Vendor was brought it initially to buy from. Implementation was done by Calabrio. VERY knowledgeable.

We don't offer specifics, however we do inform them that the price of licensing is very reasonable.

Yes, we evaluated NICE systems.

Calabrio is open to feedback and so far has reacted quickly with changes.

The dynamic scheduling functionality allows the agents to be more empowered which was not an option on our previous tool.

I think Calabrio has a lot of potential but the day to day scheduling functions take too many steps. I'd like for their product developers & decision makers to work in our call center for a week using the tool. I think it would give them a great perspective of where to go forward. The dashboard has potential but it's hard for management to use it as is. I've heard some user interface changes are in process so I hope to see improvement in the next big release.

One year.

Yes, but Calabrio has been responsive to challenges.

They have been very knowledgeable and responsive.

The self serve and workflow features have been of great value to us.

It has enabled us to improve the process for requesting, approving and booking offline activity.

15 minute intervals across the solution would be of great value.

Personally, around 10 months.

I wasn't involved in the deployment of the solution. However, ongoing configuration is smooth with great support from Calabrio.

We have worked with Calabria to help us get the most from the product in terms of multi skilling.

The customer service has been excellent.

We have received excellent remote and on site support.

The solution was already in place when I joined our company.

From discussions with colleagues the initial setup was straightforward in that appropriate training was received and the system is laid out very logically.

All suppliers we dealt with, and calabrio themselves were excellent.

Project your costs forward.

A number of products were evaluated and Calabrio was the best fit.

We look forward to future upgrades and getting even more from the system.

Call recording and evaluation.

We have been able to use call recordings for training as well as perform staff performance evaluations.

Reporting and email notifications to agent when they have received evaluations of their call recordings.

Our business users indicate that the reports generated could be 'better'. As I am the administrator, I'm not quite sure what reports they are looking for or how they can be improved.

The other item was, they would like the recorded agents to receive notification via email when their call evaluation is complete. Currently, with the 9.2 release, the agents need to log into Calabrio to check they have any evaluations to review.

Since 2012.

We experienced minimal deployment issues but were met with the highest level of support to resolve them from Calabrio representatives.

No, but stability of any vendor provided application is only as good as your designed network.

No, we currently have 535 agents using AQM.

Calabrio representatives work in conjunction with our VoIP service/support vendor to ensure our needs are met.

Our organization is unique in that we first work through our in-house technical staff before contacting our service vendor who in turn contacts Calabrio if necessary. Whenever we have needed to engage Calabrio engineers the support has been acceptable.

No.

Quite straightforward. However, after using the software we found that we probably didn't need to put all our agents into AQM licensing and could have gotten by with basic call recording licenses to save money.

I believe our implementation was more through in-house with support from vendor team. I think it would have been better to utilize the expertise of Calabrio for the initial implementation and then use our internal techs for any additional implementations. We may have had better understanding of the features/functionality of the software utilizing Calabrio more on the initial implementation.

Make sure you know what type of licensing you need. Do you just need to record calls? Will you be using call evaluation forms?

No.

Make sure you have someone that has an understanding of this type of software and what the business needs are. If you go into purchasing a product that your vendor has shown you, chances are they presented all the bells and whistles of the product and your business may not need everything or vice versa, you may think you are getting all the bells and whistles but you didn't purchase the whole package.

The most valuable feature is the ability to reach out to Calabrio with questions and suggestions.

Gamification: We need help developing it, and what is currently shown is not enough.

They have introduced gamification in the latest release, and although we don’t have it yet - it is still in our testing lab - it seems like they don’t have much set up for it. Our thoughts on gamification were that there would be levels and ‘badges’ that can be earned that we could customize based on our forms.

I have used it for four years.

We encounter deployment issues, but our IT team works with Calabrio to minimize them.

Our IT team works with Calabrio on stability issues.

Customer service is very good; at conferences, they are very receptive.

Technical support is good; we go through our IT team, so they would be a better judge.

The flexibility of scheduling through dynamic availability, work shifts, and dynamic scheduling is invaluable.  They have something to fit each type of agent we have.  Our work from home team is very large and this allows us to maximize them fully.

We have been able to use their software to solve our agents needs for flexible scheduling.  Our agents wanted the ability to choose their hours and still meet the needs of our customers.  The Dynamic scheduling allows our WFM team to insert shifts when we need them and the work from home team can sign up when they would like to work.

Some of these new scheduling options are just that, new.  So, updates are happening to ensure the product functions the way it was intended.  Calabrio has been great at support to address these areas.