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Educational and Very Helpfull Tool
What do you like best about the product?
The different ways that the tool can be used. We use it for Analytics, WFM, QM hopefully soon to be AI. We love working with our Customer Success Manager Sumner. He is very attentive with what we need. We use Calabrio everyday for over 500 hundred agents half of those are WFM. Our agents have easy access to their recordings and evalutations to better their selves if need be.
What do you dislike about the product?
Our downside right now is that we are in the process of upgrade to the new WFM so we do not have all the new features to use. With that we do not get our recordings until 2hrs after they are done.
What problems is the product solving and how is that benefiting you?
As our right now they are helping us with the new WFM upgrade. This will give use new and better features for our Care Center.
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The good and bad of Calabrio
What do you like best about the product?
Being able to evaluate calls in a system that will allow us to pull reporting and statistics has been invaluable. Creating evaluation forms is easy and the basic reporting is helpful.
What do you dislike about the product?
Data explorer reporting is often incorrect and confusing to navigate. Not being able to retire old evaluation forms so that they no longer show up in reporting for "On Prem" version of Calabrio has been frustrating. At times, the system can be slow and has many technical issues. The transcription of call recordings is often severely inaccurate.
What problems is the product solving and how is that benefiting you?
Calabrio ONE is solving the problem of tracking quality metrics and benefits me so that I do not have to manually dig through evaluations to find trends and KPIs.
Calabrio Customer Experience
What do you like best about the product?
Single Pane of Glass to access and review recordings.
What do you dislike about the product?
In an HA build, there are A LOT of servers to patch.
What problems is the product solving and how is that benefiting you?
Legal Retention Policy Enforcement and Quality Assurance and Staff Training
Calabrio is easy to use and customize for what we need.
What do you like best about the product?
Easy to use, easy to create forms/meta data fields etc. Great customer service and knowledge website.
What do you dislike about the product?
Some things are glitchy and sometimes it's slow.
What problems is the product solving and how is that benefiting you?
It is the cornerstone of our QA program. Not only for QA for the agents to ensure they are meeting what is expected, but it also allows us to gather data to look for trends where coaching is needed.
Calabrio delivers reliability, flexibility and excellent support
What do you like best about the product?
As a Calabrio system administrator for the past seven years I have worked with the product and many of it's features as the product evolved. Calabrio delivers on reliable performance, flexible options to support changing business needs and excellent support to implement innovative new features and maximize return on investment. Calabrio offers an immense knowledge base and easily accessible training materials for any level of user, from end user to system administrator. Calabrio was and remains a valuable solution for our quality management and voice recording needs. The product integrated easily with our existing phone system and contact center. Over the years my organization has relied on Calabrio, it's been smooth sailing. Our customer success manager helps ensure we get the support we need and takes the time to learn about our business needs and goals. Calabrio technical support responds to any issues we have, typically with changes or configuration questions, and they are willing to provide timely, hands-on support to ensure our needs are met.
What do you dislike about the product?
I can't think of anything I dislike about Calabrio. At one point, the cost for advanced analytics was prohibitive but Calabrio ONE (cloud) makes the price point much more palatable for stakeholders - the number of features Calabrio delivers and constantly improves is staggering when compared to other products in the voice recording and analytics arena.
What problems is the product solving and how is that benefiting you?
Calabrio solves the problem of compliance - we can rest assured we are in lockstep with changing legal compliance related to our industry.
Great product
What do you like best about the product?
The customer service has been impecable.
What do you dislike about the product?
I have not experienced any issues using the product.
What problems is the product solving and how is that benefiting you?
Helps to optimize our workforce.
Easy tool to manage my schedule.
What do you like best about the product?
Really clear information about my schedule.
What do you dislike about the product?
It logs out at certain amount of time and have to log in again.
What problems is the product solving and how is that benefiting you?
Having a clear information about the schedule during my workign hours.
Calabrio QM Review
What do you like best about the product?
Calabrio is esthetically pleasing and has the information well organized (specially with the last developments they made which include Insights). The system is not overwhelming and is easy to use and navigate through. It is quite intuitive. It offers a lot of possibilities for daily contact center management in terms of quality. Its implementation was fairly easy once you figure out how you will outline the architecture of the Depts/Teams. The best feature of Calabrio is their customer support. I really like their ticketing system and the immediate outreaches (which always include a meeting to ensure they understand where the problem lies). This along with the account manager support as well as the implementation manager makes up for a smooth experience. They are very dedicated to their clients. Insights interactive reporting is surely a step forward into Calabrio taking the next level.
What do you dislike about the product?
Integration with other features such as Qualtrics and in-house case management system used by the company is not being so easy. The biggest challenge is by far related to their predictive model which has limited capabilities for a business like ours (where agents handle multiple calls in different languages). The model needs to be revamped to include options of excluding other parameters (apart from the sanding option of groups/teams). If they are able to use the parameters available in the retention policy for calls, this would be a breakthrough. Hopefully new features will be available in Insights but for now there is no option of tailoring the available pre-built dashboards to the company's need. For call management, bulk deletion and possibility of marking calls in bulk as "cannot score" or "mark for training" is needed to better manage quality and the predictive model. The phrase library analytics should include automatic suggestions based on the company's calls (instead of general AI suggestions that do not relate to the calls we are doing). For contact management, an integrative approach is necessary (in terms of client experience, we would like a full view on how the call was managed and also how case management was conducted - case audit). As it stands, the only way i can match both parts of the client's experience (call and case audit) is through metadata which relies on a manual documentation and fails sometimes. For evaluations completed, its missing an option of flagging it with other managers. The workaround here seems to be doing a task review and assign it to a manager as FYI. Would like to have a more integrated approach for evaluations. A better system for managing call deletion/call download.
What problems is the product solving and how is that benefiting you?
Call recording and evaluations inclusive platform. Analytic reports that helps us understand where we are excelling and where the opportunities for improvement are. Better management of our auditing program.
Endless Information
What do you like best about the product?
I like having access to a lot of data and exploring the different possibilities. I have been able to create dashboards for different uses.
What do you dislike about the product?
It is not very easy to connect the different data sets and its not very easy to get help in getting more feature
What problems is the product solving and how is that benefiting you?
Customer Experience
Powerful Solution with a Minor hiccups
What do you like best about the product?
Clear voice and video recordings that helps us quickly identify organizational-wide opportunities, what additional trainings our agents need or what guidance we need to clarify.
What do you dislike about the product?
Data exployer was difficult to learn, creating dashboards and running our trends report. Its alot of manual entry if your organization uses multiple evaluation forms. The process for modifying your evaluation forms is time cosuming. You cant just make a simple update. Forms has to be deactivated, cloned, renamed, then republished. This is difficult for organization that changes guidance/guidelines frequently.
What problems is the product solving and how is that benefiting you?
Identifying process improvement areas or Training opportunities.
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