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.