Calabrio ONE
CalabrioReviews from AWS customer
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Quality Management and Quick Configuration, Awaiting Improvements
What do you like best about the product?
I really like the service quality management part of Calabrio ONE. It is especially valuable because it provides crucial information that we need when evaluating how a customer interaction went. This information is extremely important in the customer cycle and helps us ensure that we maintain a high level of quality in our interactions. Additionally, the initial setup of Calabrio ONE was incredibly quick and simple, even considering that we transitioned from an old platform. The acquisition process, setup, and everything related was easy and allowed us to adapt without complications.
What do you dislike about the product?
The workforce management platform, known as WFM, is a bit outdated. Although I understand it is improving, we are waiting for updates.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for workforce administration and management, solving issues like scheduling, service quality management, and analysis. It provides critical data to evaluate customer interactions, essential in the customer service cycle.
Centralized Platform That Streamlines QM, Agent Monitoring, Operations and WFM
What do you like best about the product?
I appreciate how everything is brought together in one place, including QM, agent monitoring, operations, and WFM.
What do you dislike about the product?
I am not satisfied with how few straightforward options there are when comparing the WFM tool to other vendors, such as NICE.
What problems is the product solving and how is that benefiting you?
I use this tool to create workload forecasts and schedule agents according to the projected requirements. It helps ensure that staffing aligns with anticipated needs.
User-Friendly and Seamless Integration with Comprehensive Features
What do you like best about the product?
User-Friendly Interface: The interface is incredibly user-friendly, which has significantly reduced the time spent on administrative tasks.
Seamless Integration: The software's ability to integrate patient data with scheduling and billing is seamless, making the workflow much more efficient.
Comprehensive Features: Calabrio ONE offers a comprehensive suite of features such as ease of use, effective scheduling notifications, and easy access to work hours.
Seamless Integration: The software's ability to integrate patient data with scheduling and billing is seamless, making the workflow much more efficient.
Comprehensive Features: Calabrio ONE offers a comprehensive suite of features such as ease of use, effective scheduling notifications, and easy access to work hours.
What do you dislike about the product?
The pricing approach and support model can be seen as predatory, with some users feeling that the company may not provide adequate assistance without additional fees. These points highlight the potential challenges users may face when using Calabrio ONE, and it is important for potential users to consider these factors when evaluating the software's suitability for their needs.
What problems is the product solving and how is that benefiting you?
Performance Management: Provides real-time adherence monitoring to keep operations aligned with dynamic needs, enhancing efficiency across teams. Quality Management: Offers comprehensive analytics and reporting to generate insights into customer trends, agent productivity, and overall operational performance.
Calabrio’s Sessions Feature Saves Hours and Adapts to Our Needs
What do you like best about the product?
I really appreciate how Calabrio is constantly changing and adapting to the changing needs of our contact centers. The new "Sessions" feature is particularly useful now that they've added an "optimization" and "exclude days" piece to it - it takes a task that use to take me hours to only taking minutes.
What do you dislike about the product?
We are struggling with back office. Our call center advisors handle both emails(cases) and live channels at the same time, and we have yet to be able to accurately integrate case handling with live contacts and this has had a trickle-down effect on other elements of Calabrio like OT scheduling.
What problems is the product solving and how is that benefiting you?
It has streamlined our approach to scheduling. It has helped us take a week-long task and turned it into a day task. It's also given our advisors much greater flexibility in terms of self scheduling and entering preferences that I hope has helped us retain some of our talent.
Extensive Dropdown Options Enhance Experience
What do you like best about the product?
The dropdown selection offers a wide variety of options to choose from.
What do you dislike about the product?
There are some issues with isolated populations affecting certain agents.
What problems is the product solving and how is that benefiting you?
This is a real-time solution designed to help manage call center staff schedules, including time off, breaks, lunches, and training sessions.
Accurate Staffing Insights with Seamless Vendor Integration
What do you like best about the product?
I like the ability to add the BPO vendor file. It allows us to see an accurate staffing for the upcoming weeks with vendors included.
What do you dislike about the product?
I would like to be able to bulk update agent schedules.
What problems is the product solving and how is that benefiting you?
Calabrio One is solving our Adherence issue by allowing us to track those out of adherence on a real time basis.
Best WFM System for Ultimate Flexibility
What do you like best about the product?
Calabrio ONE has the best WFM system on the market.
What do you dislike about the product?
Complex integration and implementation setup. However, this is due to the amount of configuration possible.
What problems is the product solving and how is that benefiting you?
Workforce scheduling and the speed of scheduling with SLAs in mind.
Robust System with Continuous Training and Excellent Updates
What do you like best about the product?
I love how robust the system is. I love the updates that come out. I love that training Webinars are available for continuous training.
What do you dislike about the product?
I don't have anything off the top of my head that I dislike about Calabrio
What problems is the product solving and how is that benefiting you?
Ease of scheduling amongst the workforces. Fairness amongst schedules and agents.
Boosts Productivity and Scheduling—Perfect for My Needs
What do you like best about the product?
Scheduling and increasing productivity in the work space
What do you dislike about the product?
For the purpose I use it for it works perfectly
What problems is the product solving and how is that benefiting you?
Productivity
Schedule
Work force management
Analysis and forecasting
Leave application and shift swaps
Schedule
Work force management
Analysis and forecasting
Leave application and shift swaps
up to date information and request provided
What do you like best about the product?
up-to-date information and a request provided.
What do you dislike about the product?
Ease of Use, and some information is not available.
What problems is the product solving and how is that benefiting you?
providing my work hours.
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