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Excellent company and product
What do you like best about the product?
Knowledgable staff and fast efficient support
What do you dislike about the product?
The paywall for training content is discouraging.
What problems is the product solving and how is that benefiting you?
Our previous call recording product was garbage, and now we can depend on it.
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Great, easy to use, but I wish there were more reporting choices
What do you like best about the product?
recordings, transcriptions, and analytics
What do you dislike about the product?
There are limited reporting options; I wish producing reoccurring reports could be more customized.
What problems is the product solving and how is that benefiting you?
Calabrio has allowed my team to utilize the data to pinpoint trends in the calls. Thus, using the data to better our quality.
Calabrio One Review
What do you like best about the product?
Product and product innovation. The support staff is great to work with. Data analytics in data explorer gives you a more enhanced way of compiling data over a wider range of data.
What do you dislike about the product?
Project planning could use some more refining. Sometimes when compiling or running reports in Data Explorer take more time than desired. I believe this is due to the complexity of the data you are reporting on.
What problems is the product solving and how is that benefiting you?
Calabrio One helps with not only training. also helps the representative grow professionally with our Quality Assurance department guidance through training and reviews.
Recommendations to others considering the product:
Add Data Explorer for custom reports and analytics.
Easy way to manage your time
What do you like best about the product?
It's easy to manage your time and check on colleagues' schedule
What do you dislike about the product?
UI could be improved and made more graphically pleasant
What problems is the product solving and how is that benefiting you?
It's easy to use, I can use it on my phone and check my schedule everywhere, and it's clear to read
Calabrio One
What do you like best about the product?
I like all the components, QM, WFM and Anlaytics. The new recording section shows the screen recording and the sentiments of callers all in one beneficial location.
What do you dislike about the product?
More guidance on setting up the Analytics upfront and starting with fewer key phrases would have been better to build upon a smaller base.
What problems is the product solving and how is that benefiting you?
We can train our staff more quickly with have the sentiment of the customer and the screen recording.
Best quality management tool
What do you like best about the product?
The best thing is the way it makes automation easier. It reduces the amount of manual reporting and data search and can easily automate things for easier access and quick review of information. The product also provides a hollistic view of transactions which makes coaching and feedback more effective which in turn results in better metric performance and a healthier operation.
Functionality and cost are also very good, the product provides what is promised and more and I definitely recommend investing in this tool for any company on the offshore/outsourcing industry.
Functionality and cost are also very good, the product provides what is promised and more and I definitely recommend investing in this tool for any company on the offshore/outsourcing industry.
What do you dislike about the product?
Speech overlaying is not reliable and the automated call evaluation can be too drastic when giving scores. Other than that the tool works perfectly and I have not experienced any problem so far.
What problems is the product solving and how is that benefiting you?
It provides us the necessary tools to improve coaching and feedback based on transaction review. We also have the ability to easily get samples for recursive trainings and it greatly improves reporting data compared to other CRM tools for quality
One of the best things we achieved with this was the increase on our quality score agreement with our clients and decision making gets a lot easier after the tool was implemented as part of the internal QA process
One of the best things we achieved with this was the increase on our quality score agreement with our clients and decision making gets a lot easier after the tool was implemented as part of the internal QA process
G2 is helpful!
What do you like best about the product?
Calabrio provides tools for businesses to make it more efficient.
What do you dislike about the product?
The downside of Calabrio One is The lack of instructions.
What problems is the product solving and how is that benefiting you?
How to work with more people
Calabrio 11 version is quite user friendly and easy to use.
What do you like best about the product?
While I have been using calabrio 11 version then I observed it has multiple features where we need not to use utilities to accommodate requests such as contact delete utility and post install utilities as these features have been included into web interface in version 11 .
These features were added in version 9.
These features were added in version 9.
What do you dislike about the product?
Calabrio support services should be improved specially during apac and emea hours though we usually get best services during US hours.
Customers those are fronting critical issues during Apac hours are struggling to get best resources inorder to get support .
Customers those are fronting critical issues during Apac hours are struggling to get best resources inorder to get support .
What problems is the product solving and how is that benefiting you?
My customer is having trouble to use calabrio pause and resume functionality as auto enable feature doesn't available with calabrio.They are finding this feature more constructive with verint.
Easy way for better training
What do you like best about the product?
I enjoy Calabrios's various options when looking for ways to create dashboards, phrases, and how to pull them. I also enjoy how you can monitor interactions, including voice, desktop, and voice-to-text. There is also a lot of different ways you can catch data, and trending subjects. I also enjoy the oppritnuity it provides for constant learning the more you work with the applications.
What do you dislike about the product?
Calabrio has a lot of bug issues that prevent the use of desktop analytics and speech-to-text options. The phrase confidence could use improvments as well, as there is a lot of times more issues with it pulling then finding issues with the actual interactions. If there was a way to verify the representatives specific voice and be able to determine in the interaction which voice is the customers and which is the reps this could also improve greatly on the phrase confidence. There is some minor dislikes as well such as the pop up windows not always working for interaction reviews and that voice and screen recording fails to capture every now and then.
What problems is the product solving and how is that benefiting you?
We can monitor calls for Customer Service representatives closer than listening live. We can also pull data from certain phrase categories to advance our information on a specific topic, such as if customers are interested in wanting a particular promotion that we don't currently have or if they're all experiencing same issues with a product. This way, we can narrow down the specific topic and be able to resolve it quickly.
Recommendations to others considering the product:
Exporting data found to an excel spreadsheet can be a helpful way when reviewing data pulled. Making lists on paper can be a helpful way to get all ideas in a row before completing a phrase list.
I would recommend creating a dashboard for yourself to view only in terms of trying to find trends. This way, you can practice making phrase trends, counts, agent counts, etc., without messing up any actual data.
I would recommend creating a dashboard for yourself to view only in terms of trying to find trends. This way, you can practice making phrase trends, counts, agent counts, etc., without messing up any actual data.
Calario One worked as advertised
What do you like best about the product?
Accessing Recordings is simple and intuitive. The search function is robust. Live Call Monitoring is very effective.
What do you dislike about the product?
The Tie in to our Avaya system is confusion as far as DMCC and TSAPI license requirements for Calabrio to be able to record our Call Center Agents.
What problems is the product solving and how is that benefiting you?
Customer Service, especially in our Scheduling Departments is critical to customer success. The Calabrio Product has really empowered our Call Center Managers in being able to meet cutomer demands and Agent needs.
Recommendations to others considering the product:
Triple Check your Phone System requirments, especially if you have Avaya Communication Manager and Aura
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