Calabrio ONE
CalabrioReviews from AWS customer
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Effortless Interface Makes Work a Breeze
What do you like best about the product?
The ease of the interface. It is easy to onboard new reps and WFM team members.
What do you dislike about the product?
Some things that we are unsure on how to do, the help center is a little confusing and does not always follow the accesses that a specific user has.
What problems is the product solving and how is that benefiting you?
It it helping us to better plan time off. We have historically done all of these things through our HR platform. This causes a gap in coverage knowledge. Being about to add allowances and limits to PTO is going to restrict the automatic approval of absenses reducing out chances of being understaffed.
Saves Time & Enhances Call Evaluation
What do you like best about the product?
I appreciate how Calabrio ONE significantly saves time for me and my employees by streamlining the call review process. It transforms tasks that could take hours into just seconds, dramatically improving our operational efficiency. The software's capability to automatically evaluate employee performance and trend out customer concerns ensures that we remain responsive to both team performance and customer sentiment. Despite an initially rocky setup facilitated by a third party, the benefits that Calabrio ONE brings to our call center operations are immense, and the time saved is a considerable advantage.
What do you dislike about the product?
I hope one day there will be visual quality management for screen verification of where my employees are clicking. The initial setup wasn't through Calabrio ONE itself but through a different third party, and that was rocky.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for call recording, which helps understand customer sentiments and trends, reduces manual scoring time for call evaluations, and improves operational efficiency by reviewing insights quickly.
Calabrio Makes Resource Planning Effortless
What do you like best about the product?
We have been using Calabrio now for a few years. It has been a great bit of software that has made my life as a resource planner must easier. The adherence part is excellent for team management. The support we have received from Calabrio is the early set up stages was very good. Their staff are very helpful and friendly.
What do you dislike about the product?
Insights has been a challenge to get up and running.
What problems is the product solving and how is that benefiting you?
Calabrio helps us manage over 400 staff in our organisation. Without this tool we would be a mess. The reporting functions help us to an accurate picture on performance and areas we can look to improve on.
Clear, Well-Organized Tools That Are Easy to Use
What do you like best about the product?
The tools are organized in a clear manner and are easy to read.
What do you dislike about the product?
I am unable to add activities or record absences from the Historical Adherence menu. Additionally, whenever I open Insights, any non-Insights pages I have open automatically revert to the login screen.
What problems is the product solving and how is that benefiting you?
Mostly scheduling related issues. The forecasting module is ok but needs improvement.
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.
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.
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