Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
My Calabrio One experience
What do you like best about the product?
I like being able to review agent performance and call quality. I also like the ability to do word cloud analytics which show what the hot topics are for ourcustomers.
What do you dislike about the product?
I find the main downside is the technical footprint of the solution. We are maintaining 23 virtual and physical servers. Also, there are many moving pieces to Calabrio QM
What problems is the product solving and how is that benefiting you?
We are definitely increasing the quality of our Agent's training as well as improving the quality of our customer experience with our call centers. We are not just recording contacts but continuously improving.
- Leave a Comment |
- Mark review as helpful
Compared with Cisco and Oracle. Loll. Calabrio offer the best customer/tac services so far. :)
What do you like best about the product?
Calabrio tac enginers are the best so far compared with Cisco and Oracle. loll. I do not know how to discribe it. Calabrio offer the best tac services.
What do you dislike about the product?
Not really anything that I dislike. if Calabrio can make their production more install friendly, that will be a plus.
What problems is the product solving and how is that benefiting you?
Our Calabrio system has network disconnect alert. I opened a ticket and reviewed the log with the Calabrio tac engineer. They are super friendly and explained the issues to me.
Recommendations to others considering the product:
Make Calabrio ONE more easy to install
Best in class suite for monitoring call center performance and quality
What do you like best about the product?
Has many more features than competitors. Well implemented solution
What do you dislike about the product?
Can have a steep learning curve, but great training and support provided by calabrio
What problems is the product solving and how is that benefiting you?
Agent monitoring, call center forecasting, staffing, reporting, quality management
Recommendations to others considering the product:
Take the time to set up correctly the first time.
Large - Multi country remote workforce
What do you like best about the product?
Calabrio WFM cloud based solution is a great product for a remote multi-cultural workforce. The product is configurable to meet the different government requirements and work rules but not complex to use for our 100% remote 2000+ team members.
What do you dislike about the product?
Our team members demand more schedule flexibility. While the current product is lacking in this area, I feel that the Calabrio team is listening and working towards making changes in the product to increase our ability to be more flexible.
What problems is the product solving and how is that benefiting you?
Before working with Calabrio Workforce Management, our leadership and workforce management team had no insight into our agents' performance regarding attendance and schedule adherence. We now have these insights into these metrics to better understand our staffing needs.
Recommendations to others considering the product:
Make sure you have a clear understanding of what is essential in a product from the operational side, looking at the complete picture of the business, not only considering the WFM aspects.
Calabrio has been a great application to streamline into one application.
What do you like best about the product?
I think it is beneficial to see all the data in one place. I love that I can have all my call evaluations in one place, see all the scores and find our trouble points and assess them right then and there.
What do you dislike about the product?
Once you create an evaluation, you need to deactivate it and then clone it to make edits. This is not user-friendly.
What problems is the product solving and how is that benefiting you?
We have more reporting data and have assessed our agent's call to better address training, customer service, and weak service points in the products we offer.
Calabrio
What do you like best about the product?
I love the combination of speech and text solutions analytics. Makes my job a lot easier
What do you dislike about the product?
I wish we could create custom scorecards for individual agents
What problems is the product solving and how is that benefiting you?
How to optimize call volumes with our agent's call handle time. By evaluating average call handle times, we want to adjust the time in between calls to create a good call volume for our customers while keeping in mind wait times.
A push to the cloud without cloud provider agreements!!!
What do you like best about the product?
The system works very well for our needs and is easy to use from a user perspective.
What do you dislike about the product?
This past year during our renewal, Calabrio made a push for us to go to the cloud. However, when we requested agreements from Calabrio for their cloud services we were told that all agreements were between us and the reseller. This didn't make sense since the reseller doesn't provide services for the cloud services with Calabrio; they only sell the product. We have purchased many cloud service applications from this same reseller in the past and all have had an MSA to sign between us and the provider; never the reseller. Calabrio had no clue what to think, they just kept referring us to their EULA. A EULA only tells the end user rights and restrictions; it has nothing to hold Calabrio accountable for the service they provided. When they finally understood and their "legal" team provided an MSA that was non-negotiable, it read as though they just grabbed a bunch of junk from the Internet and it was all over the place. We sent it to our lawyer for review to get their thoughts and quite honestly they too felt the same; their exact words were "that they had never seen an agreement like it!" Needless to say, we decided to stick with on-prem and we will probably be looking for a new vendor this next year.
For the Calabrio software itself, management tasks are a little clunky. You have to have a system admin-level account to access certain features and a separate admin-level account to perform other features. You cannot have a single user with the ability to perform all "system" and "application" level admin functions. To some like us, this is a security issue in that you have to share a "system" level account between all admins who may need access for support.
For the Calabrio software itself, management tasks are a little clunky. You have to have a system admin-level account to access certain features and a separate admin-level account to perform other features. You cannot have a single user with the ability to perform all "system" and "application" level admin functions. To some like us, this is a security issue in that you have to share a "system" level account between all admins who may need access for support.
What problems is the product solving and how is that benefiting you?
We needed a solution to record calls for dispute purposes. The system has also provided us with the ability to "score" our call center on their calls.
Calabrio ONE Review
What do you like best about the product?
Ease of Access data layout and reporting feature through Data Explorer
What do you dislike about the product?
This could be a hardware performance issue. Sometimes pulling calls and data is slow.
What problems is the product solving and how is that benefiting you?
Quality assurance and performance issues
Recommendations to others considering the product:
Crate wizard processes for custom reporting and QA scoring metrics
Reports in Data Explorer not updating
What do you like best about the product?
The quickness of response and the professionalism and knowledge of the technicians.
What do you dislike about the product?
the transition from the 3rd party vendor who installed calabrio to the actual calbrio team could of had more communication
What problems is the product solving and how is that benefiting you?
we needed basic phone recordings for our hospital patient access team. managers having the ability to run reports of call volume has been great, also having recordings to review is very helpful
Calabrio is intuitive and easy to use
What do you like best about the product?
I was a long-term user of a different WFM tool when I started using Calabrio to assist with forecasting and scheduling. It was a very intuitive learning curve to input call volumes and forecasts based on historical drivers. I find it very easy to set up new users and build schedules. There is a lot of ability to customize access levels and integrate with call recordings. We just upgraded to the newer version of Calabrio and there is now built in features that allow scheduling on intervals. This was previously my main complaint for scheduling meetings and coachings. They even added a new section to schedule meetings as a group and overall managing schedules has become easier.
What do you dislike about the product?
With the system upgrade we no longer have the ability for agents to directly see what the time off balance is before they request the time. Instead of showing the hours available they have replaced it with a green, yellow, and red indicator based on color only. Agents really liked the transparency of knowing if their time would be approved and entering their request so it would be available based on those hours.
What problems is the product solving and how is that benefiting you?
Using Calabrio, we have been able to segment our agents into functions and teams to differentiate our regular schedules from schedules that rotate daily in a week over week approach. Previously we had to manually adjust the rotating schedules but with the newer version we created them individually in setup for a definite time saver. Schedule creation has also been improved greatly with error checking when running the schedules. You can now see charts and graphs based on forcasted data on expected performance.
Recommendations to others considering the product:
Calabrio appears to be designed for those just getting into the WFM market, but at the same time has in depth tools for those who are experienced with other WFM products and techniques.
showing 181 - 190