Calabrio ONE Reviews

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.