Calabrio ONE
CalabrioReviews from AWS customer
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Efficient Workforce Management, Easy Setup
What do you like best about the product?
I appreciate Calabrio ONE for its ability to make day-to-day workforce management more efficient. It simplifies the process of requesting days off and allows employers to effortlessly manage shift changes between employees. This feature not only adds to operational flexibility but enhances overall workplace efficiency. The system also facilitates better management of breaks, training sessions, and wellness hours, making it easier to organize and maintain optimal schedules for myself and my team. Furthermore, Calabrio ONE efficiently divides times for team members to have lunch, ensuring a smooth workflow without interruptions. The ease of integration with other tools I use, such as Paylocity and Five9, further enhances its value, making it a seamless part of my work routine. The initial setup was relatively easy, adding to the overall positive experience with this software.
What do you dislike about the product?
One thing I find challenging is that it is harder to get rid of messages once they are left unless you respond to them. Some of the messages that I leave don't need a response, and this makes the process cumbersome.
What problems is the product solving and how is that benefiting you?
Calabrio ONE streamlines workforce management by simplifying break, training, and wellness scheduling, and allows easy shift trading, enhancing efficiency. It's also valuable for facilitating day-off requests and managing lunch schedules seamlessly.
Great Call Center Tool with Room for Improved Support
What do you like best about the product?
I really appreciate how Calabrio ONE has allowed us to integrate our 'call grading' system utilizing the evaluation tool. It’s incredibly convenient that we can now access all call metrics in one centralized location, which greatly simplifies the process. Navigating the website is very straightforward, making it easy and efficient to use. Furthermore, I enjoy the AI features within the platform. Even though our company doesn’t have the upgraded system to fully utilize these features, I can still acknowledge its potential and the utility it offers.
What do you dislike about the product?
I find it challenging to create reports due to the lack of accessible support. Currently, the process involves routing requests through IT, which then contacts Presidio, and they are often unable to assist us adequately. The only time I received help was when I attended a conference in Dallas, indicating that support is not readily available through regular channels. Furthermore, the initial setup of Calabrio ONE was reportedly time-consuming for my team. Being in a non-technical space required us to engage in a lot of learning through trial and error, which suggests a steep learning curve and possibly inadequate guidance during the initial deployment.
What problems is the product solving and how is that benefiting you?
Calabrio ONE streamlines our call grading system, consolidating metrics in one place. I appreciate the ease of navigation and AI features, though our system limits full utilization. However, there's a need for direct support in report creation, as current assistance through IT and Presidio is inefficient.
Agent Monitoring and Call Review Made Easy
What do you like best about the product?
Agent screen monitoring, review calls, and evaluation form embedded within Calabrio. Good for quality assurance and coaching.
What do you dislike about the product?
A lot of filters and reports can be limiting for those who do not have extensive knowledge.
What problems is the product solving and how is that benefiting you?
Transparency with my team. We can go back to calls to see what all happened, and we can also have coaching sessions.
Effortless to Use with Impressive Features
What do you like best about the product?
Its so easy to use and has so many features. I use it often during the day with ease.
What do you dislike about the product?
I haven't found anything I dislike as of yet!
What problems is the product solving and how is that benefiting you?
It allows me to see my schedule, review calls, see what calls were graded.
Easy to Use but Needs Better Insights Support
What do you like best about the product?
I find Calabrio ONE incredibly valuable for several reasons. Its ease of use stands out prominently, simplifying processes and making the software approachable for everyone on the team. I also appreciate the regular, consistent updates and improvements that Calabrio ONE undergoes, as they ensure the software remains current and effective. These updates are enhanced by informative webinars, which help me and my colleagues learn about new developments and effectively integrate them to improve our customer service. Additionally, it's insightful for day-to-day performance management, allowing managers to seamlessly schedule teams and ensure they are positioned effectively, which enhances our overall operational efficiency.
What do you dislike about the product?
I find Insights to be very difficult to use. Although there are a large number of training videos available, they seem more like a how-to guide and are not tailored to provide specific support on creating reports that work within my organization. Additionally, we've encountered several IT issues that have hindered our ability to fully utilize Insights.
What problems is the product solving and how is that benefiting you?
I find Calabrio ONE provides insightful performance management and simplifies scheduling for our teams, ensuring optimal placement. It also keeps us informed about tools through webinars, which aids in improving our customer service.
Effortless Staffing with Calabrio ONE
What do you like best about the product?
I appreciate the efficiency and ease provided by Calabrio ONE, which exemplify its value as a quick and easy-to-use tool for staff scheduling. It effectively ensures that staff scheduling aligns with the expected customer inflow in banking branches, thereby securing adequate frontline staffing. Furthermore, the initial setup process was notably straightforward, making adoption seamless. My positive experience with Calabrio ONE is so strong that I would highly recommend it to others, as indicated by my rating of 10 out of 10.
What do you dislike about the product?
not applicable
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE to ensure sufficient staffing on the frontline, matching staff scheduling with expected customer inflow in banking branches, with efficiency and ease.
Efficient and Smooth, but Could Use a Visual Upgrade
What do you like best about the product?
I really appreciate how seamlessly Calabrio ONE blends into my daily work routine; sometimes, I don't even notice that I'm using it, which speaks volumes about its smooth performance. This kind of flawless operation is invaluable in my role, especially since I handle a high volume of calls. The software contributes significantly to efficiency—I've never faced issues with it, unlike some other applications at my job. Its reliability means I don't have to frequently report problems or disruptions to my supervisor, which reduces stress and allows me to focus on my core responsibilities. This reliability and unobtrusive functionality make Calabrio ONE a remarkable tool in my daily tasks.
What do you dislike about the product?
I don't think Calabrio ONE needs significant enhancements, but I guess its aesthetics could be improved.
What problems is the product solving and how is that benefiting you?
I believe Calabrio ONE records phone calls and contributes to efficiency by running smoothly without issues, making call handling seamless.
Exceptional Scheduling Management for Seamless Operations
What do you like best about the product?
Scheduling management, nice colors and easy to use the front version, not the backend
What do you dislike about the product?
Needs to be more flexible with reporting
What problems is the product solving and how is that benefiting you?
Managing agent schedules.
Quality Management and Quick Configuration, Awaiting Improvements
What do you like best about the product?
I really like the service quality management part of Calabrio ONE. It is especially valuable because it provides crucial information that we need when evaluating how a customer interaction went. This information is extremely important in the customer cycle and helps us ensure that we maintain a high level of quality in our interactions. Additionally, the initial setup of Calabrio ONE was incredibly quick and simple, even considering that we transitioned from an old platform. The acquisition process, setup, and everything related was easy and allowed us to adapt without complications.
What do you dislike about the product?
The workforce management platform, known as WFM, is a bit outdated. Although I understand it is improving, we are waiting for updates.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for workforce administration and management, solving issues like scheduling, service quality management, and analysis. It provides critical data to evaluate customer interactions, essential in the customer service cycle.
Great Data Access, But Dashboard Customization Needed
What do you like best about the product?
I like that I can view data for my team, and that I can pull historical calls to review them. I like the dashboard as well
What do you dislike about the product?
I wish the dashboard was more customizable
What problems is the product solving and how is that benefiting you?
Without calabrio scheduling would be impossible for our queue based support teams!
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