Calabrio ONE Reviews

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.

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.