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Calabrio ONE

Calabrio | 1

Reviews from AWS Marketplace

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External reviews

309 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Tanya T.

It is great working with the Calabrio team!

  • April 05, 2022
  • Review provided by G2

What do you like best about the product?
The personalized support and attention. Always very quick to respond and find out the answer if they don't know.
What do you dislike about the product?
There are a few features that could be enhanced. For example we have multiple offices in countries with different time off benefits. It would be nice to show those for only those offices. Also to have certain restrictions on benefits. For example a holiday can only be used in a full day not hour increments.
What problems is the product solving and how is that benefiting you?
The ability to have multiple teams and offices staffing/schedule in one location. We can really see our 24/7 coverage and show when they are staffing concerns.

    Hospital & Health Care

My review of Calabrio One WFM

  • April 01, 2022
  • Review verified by G2

What do you like best about the product?
Easy to use web GUI. Exports are able to be seen in Chrome and no external client needed. Sync'ing with Cisco Contact center to add users and roles.
What do you dislike about the product?
No way to easily troubleshoot client from the web GUI. Upgrades aren't very easy to perform. Need a better failover platform.
What problems is the product solving and how is that benefiting you?
Allowing better analytic reports for upper management in regards to the agent's recordings.

    Hospital & Health Care

Calabrio One Experience

  • March 31, 2022
  • Review provided by G2

What do you like best about the product?
I enjoy the user-friendly experience and how useful the Help menu is.
What do you dislike about the product?
It is lacking some functionality that seems like it would be fairly easy to include.
What problems is the product solving and how is that benefiting you?
Our business is just starting to use Calabrio One for WFM purposes such as scheduling and forecasting. it has proven useful to identify gaps in staff coverage and adjust as needed.
Recommendations to others considering the product:
Record your training for future reference. There is a lot of information to learn and some of it is likely to be lost in the beginning.

    Internet

Highly Recommend

  • March 31, 2022
  • Review provided by G2

What do you like best about the product?
Calabrio has helped my team achieve workforce goals and ease our planning process.
What do you dislike about the product?
Would love more forecasting process enhancements that utilize algorithms versus just averages
What problems is the product solving and how is that benefiting you?
no current issues

    Carlos Adrian N.

Nice Tool

  • March 24, 2022
  • Review verified by G2

What do you like best about the product?
Like how this tool can connect to a client server and allow people around account to log in and view agent real time status.
What do you dislike about the product?
Schedule managing and keeping all schedules properly updated.
What problems is the product solving and how is that benefiting you?
Client visibility to agent real time activity according to schedules

    Felix B.

Good cloud-based WFM tool

  • March 23, 2022
  • Review verified by G2

What do you like best about the product?
Easy to configure, you can export a large number of users in seconds, a very user-friendly interface, mobile access is a big plus, excellent support for the client service side.
What do you dislike about the product?
Not that good when it comes to creating schedules.
What problems is the product solving and how is that benefiting you?
Managing multiple rosters, delivering basic reports.

    Hospitality

There were some things about my experience that I liked but more that I would change

  • March 20, 2022
  • Review verified by G2

What do you like best about the product?
I like the ability to add optional columns and that you can copy and paste from the People module to Excel. It makes external reporting a little bit easier.
What do you dislike about the product?
The tool we used before Teleopti had a meeting scheduler where you could say I have X number of people and they can be scheduled in this timeframe and it would do it for you. We never got that with Teleopti and it would have been nice to have. I also feel like we had a lot of issues with Adherence reporting. It seems like it stopped working at least once every few months and each time took a long time to get resolved.
What problems is the product solving and how is that benefiting you?
Our team has been through a lot of change in the last few years and until we got Teleopti we never really forecasted or used the Result bar. We changed that when we moved over and I like that the Result bar is easy to understand.

    Furniture

Calabrio Teleopti

  • March 19, 2022
  • Review verified by G2

What do you like best about the product?
Meeting function - there is history when you add this function in Calabrio web which is very important in scheduling tracking.
What do you dislike about the product?
Meeting function in the resource planner. There will be no history when you add this in the resource planner vs. in the web. The meeting function has more options in the resource planner vs. in the web.
What problems is the product solving and how is that benefiting you?
Scheduling of off phone activities via schedule optimizations. This feature saves us time and eliminates manual processes.
Recommendations to others considering the product:
Enhance Meeting Function in the Resource Planner

    Danilo G.

Great software for WFM

  • March 11, 2022
  • Review verified by G2

What do you like best about the product?
Great Forecasting Tools. User friendly (for the employees). Multiple time zone adjustments work great.
What do you dislike about the product?
For a small company works fine, for a big one it works fine too, but it can be very slow sometimes.
What problems is the product solving and how is that benefiting you?
Forecasting part was a weak point for the company, Calabrio has a lot of options and forecasting data analysis that help us a lot.

    Alison R.

Good for a typical contact center, but needs some improvements

  • March 11, 2022
  • Review verified by G2

What do you like best about the product?
Calabrio is easy to use for both the agent and the WFM team. It was easy to learn, set-up and logical in the processes. We use the WFM platform only due to the nature of our business.
What do you dislike about the product?
There are a couple of drawbacks with the product. The largest is it's current inability to process partial trades through an automated process. The second is the fact that you have to purchase a separate license to access some of the set-up for people, schedules, shifts and forecasts.
What problems is the product solving and how is that benefiting you?
We are and have been a 100% remote call center with employees in various countries. My team can handle more agents than previously with our other software.
Recommendations to others considering the product:
Make sure that you have a clear understanding of the functional needs of the operations team and have them participate in the demo.

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