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Calabrio is the right choice
What do you like best about the product?
Very end user friendly, with straight forward admin interface.
What do you dislike about the product?
Does not offer stereo recordings for Avaya
What problems is the product solving and how is that benefiting you?
Agent accountability, and the customer experience has improved.
Recommendations to others considering the product:
Excellent interface
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Good tool for managing employee schedules, can be improved.
What do you like best about the product?
I like that it provides a structure for organizing user's schedules.
What do you dislike about the product?
The time off request portion is a little confusing and cumbersome.
What problems is the product solving and how is that benefiting you?
It's making organizing schedules a lot easier overall.
Recommendations to others considering the product:
I think as long as you set it up and use it properly, this can be a good tool
Calabrio is a great company by innovating their program to stay a front runner in the WFM world.
What do you like best about the product?
What I like about Calabrio is the innovation of the system. They take feedback from their customers and make changes to make the program better. WFM has a great request feature where agents and submit their own requests. Workflows to help automate our companies processes. Calabrios customer friendly customer service is a World class experience.
What do you dislike about the product?
Deleting exceptions you have to delete in two places. One on the agents schedule and the other in the agent's profile. The reporting is limited. System bugs when there is a system upgrade a long time to implement the program
What problems is the product solving and how is that benefiting you?
Forecast is accurate and know what call volume will look like on a 5 year plan. By using the WFM program this has helped us making sure we have the right people in the right place at the right time.
Recommendations to others considering the product:
In the WFM world, Calabrio is the only company that I found that is willing to push the envelope and listen to the user and implement the user ideas into the software.
Good product
What do you like best about the product?
The ease of administration. Much of the user administration is moved away from IT admins to business owners that deal with QA
What do you dislike about the product?
The reports section of QM is still a bit underwhelming.
What problems is the product solving and how is that benefiting you?
Call quality and compliance
Ease of Use
What do you like best about the product?
Very easy to use and the learning curve is very short. We have had some issues with scheduling in the past and now it is much easier. Looking up call recordings is a breeze and keeping track of agents adherence is something we can capture with Calabrio. All in all - a great product.
What do you dislike about the product?
nothing at the moment. everything has been great.
What problems is the product solving and how is that benefiting you?
Scheduling was very time consuming and hard to read. Now, schedules are easy to make and very easy to read.
Quality and productivity at it's finest
What do you like best about the product?
Calabrio is a very powerful tool when applied properly, but also easily learned by all user levels.
What do you dislike about the product?
Lack of support for Cisco Precision Queue Attributes.
What problems is the product solving and how is that benefiting you?
We are currently working on quality metrics and gamification to further improve what no one thought we would have been able to improve as drastically as we have; productivity. We have increased productivity, decreased call wait times from a 20-minute average to a 16-second average, and decreased average handle time as well.
Recommendations to others considering the product:
If you're using Attributed Precision Queues within Cisco please note that mapping becomes considerably complex to apply it for your business needs as there is a lack of understanding within Calabrio Support. We have only been able to overcome these obstacles due to our abilities to collaborate with multiple teams throughout the company.
Calabrio's Strengths greatest Strengths and Weaknesses
What do you like best about the product?
Calabrio's greatest strength is that it is a system that you can learn to use in a short amount of time.
What do you dislike about the product?
I do not like that Calabrio's workforce management software does not have alot of power options such as multiple deletes (for exceptions), Automatic schedule creation (based on the needed staff forecast) or automatic leave approval based on the intra-day staffing.
What problems is the product solving and how is that benefiting you?
We use Calabrio to determine the intraday volume patters and staffing patterns to determine when we are over or understaffed. We use that information to determine if we need to add staff or allow for additional off phone activities.
Calabrio ONE
What do you like best about the product?
The cloud is cool being able to access anywhere. It seems to flow well without having any issues freezing up or shutting down randomly. It is relatively easy to navigate and has good customer support. They seem to always be adding upgrades and additional features.
What do you dislike about the product?
It has some bugs but they are working to alleviate them and do so every month.
What problems is the product solving and how is that benefiting you?
Being able to to establish compliance issues on a daily basis has benefited our company time wise. If we were to use all of the features of Calabrio it would benefit us greatly.
Recommendations to others considering the product:
Great for handling several business needs in one product.
Cloud Product
What do you like best about the product?
We love the UI! It is easy to use and is visually appealing. It is easy to navigate around and to see where the information is clearly.
What do you dislike about the product?
They are transitioning their on premise solution to a cloud solution and we are also one of the first to integrate with on of their partners so we were off to a rocky start because of some bugs that needed to be worked out. They push out changes and fixes all at once, once a month, instead of other SAAS companies who do these immediately. It seems as though it is a hard transition for them to move to a cloud solution but they are working hard to try to make it work.
What problems is the product solving and how is that benefiting you?
We really needed a workforce management tool to help with our service levels and scheduling. This has offered great value in being able to see where we need to schedule people and when.
Calabrio ONE an awesome use experience
What do you like best about the product?
The user interface. This piece is ever evolving for the best. It is extremely user friendly and requires very little end user training.
What do you dislike about the product?
Have not noticed any downsides as of yet. The company is very responsive to ideas and suggestions that a lot of times become implemented in the next version.
What problems is the product solving and how is that benefiting you?
We were in dire need of a quality WFM and call quality solution. We were using aspect and it just was not able to handle our needs appropriately.
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