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Maximizing staffing efficiency, personal growth and customer satisfaction
What do you like best about the product?
The vast potential within the analytics to measure customer satisfaction and provide insight to associates for development.
What do you dislike about the product?
I've been disappointed to this point with the progress on the analytics front.
What problems is the product solving and how is that benefiting you?
We utilize Workforce Management to serve our customers as best we can.
We know there is much more we can do with the amount of information available to us through the Calabrio product.
We know there is much more we can do with the amount of information available to us through the Calabrio product.
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Need some advanced features
What do you like best about the product?
Reporting tool is good. Some details report can be pulled
What do you dislike about the product?
Lot of mnnual work. Non phone work-load features are not advanced
What problems is the product solving and how is that benefiting you?
Scheduling, Workforce management, Adherence
Great Experience!
What do you like best about the product?
Ease of use and excellent customer service. The single pane of glass of the administration page is very easy to view and configure. Every time I open up a ticket with Calabrio support, I get a response fast and they typically always have the answers I need. Throughout the process of implementation, their project manager was extremely engages and helpful with a vast knowledge of the product to assist with all of the questions we had. The help guide built into the product is also vast with information so that we can configure things better and more precise.
What do you dislike about the product?
I feel like there is still a large disconnect with Calabrio CAR and the rest of the application. It's super slow, breaks often, and overall just not user friendly to build out reports.
What problems is the product solving and how is that benefiting you?
Regulatory call recordings and training in this pandemic. We also more recently turned on the speech analytics so we're gaining additional insights into what our customers are calling into us for. This will be an amazing way to better serve them by using this data to optimize our service queues and better train our agents based on our customer needs.
Recommendations to others considering the product:
Read through all of the documentation, we had a few gotchas come up with the firewall ports to open. Also, Cloud/Hybrid (with CAR) > on- prem
Good, but could be better
What do you like best about the product?
Optimising tool in Scheduling makes changing schedules really simple if there has been any changes and saves a lot of time in the long run
What do you dislike about the product?
Lots to configure initially so it works as we have needed it to so becomes very manual at the start.
What problems is the product solving and how is that benefiting you?
Time is a huge thing and a massive benefit is being able to use the visuals to present to Operation Managers so we have a clear view of what is happening
Calabrio Community
What do you like best about the product?
I like that there is accessibility to a variety of resources. Not only can you get assistance from the Calabrio team, but you can also get insights from fellow customers and the blog is very useful as well.
What do you dislike about the product?
There are some features for which I would like to see more automation. However, the Calabrio team is resourceful when it comes to doing things differently and try to assist within the scope of the product. Also, a lot of changes, additions, and improvements to the system were based on customer feedback.
What problems is the product solving and how is that benefiting you?
With our large staff, Calabrio allows us the opportunity to schedule agents for multiple queues. Within that, we also have the ability to set specific parameters and metrics for each different queue without impacting the others. It has been a huge benefit being able to run schedules with shrinkage specific to each queue and to automate time off in a similar fashion.
Always evolving to better meet their clients needs
What do you like best about the product?
They continually look for improvements. To find improvements, they engage their clients for input.
What do you dislike about the product?
Dislike? I can't think of something i would classify as "dislike"
What problems is the product solving and how is that benefiting you?
We are better able to forecast staffing needs, we are able to offer our agents more visibility into their performance, more flexibility with their schedules, reduce the time it takes for scheduling and reporting.
Calabrio WFM (Teleopti) is great
What do you like best about the product?
Calabrio WFM (Teleopti) is brilliant, the best WFM tool there is
What do you dislike about the product?
Nothing so far, but WFM is the the only part of Calabrio ONE that I'm using
What problems is the product solving and how is that benefiting you?
Workforce management
Calabrio Business Intelligent Workforce Optimization
What do you like best about the product?
Calabrio Data Explorer allows deep insights, and meaningful visualizations into the data we need. It is especially user friendly, with a drag and drop query builder.
What do you dislike about the product?
Chunky UI, non-intuitive functionality, limited permission customization.
What problems is the product solving and how is that benefiting you?
Strategic staff modeling, more accurate forecasting, and improved utilization of Racker time.
Calabrio improves service!
What do you like best about the product?
WFM software allowed more flexibility to agents, and reduced FTE costs. Going from Excel to WFM software saved analyst time on just 'scheduling' and allowed more time for actual analysis of call data & staffing. This was especially helpful during the onset of the pandemic & transitioning to nearly 100% remote workforce. It allowed us to to quickly make adjustments & be nimble to meet both employee & client needs.
Calabrio was also helpful in rolling out the new software. In each phase, there is a team of folks to ensure we understood how to use the software for our unique needs. There is also a wealth of resources available ongoing in the Calabrio Success Center.
Calabrio was also helpful in rolling out the new software. In each phase, there is a team of folks to ensure we understood how to use the software for our unique needs. There is also a wealth of resources available ongoing in the Calabrio Success Center.
What do you dislike about the product?
Change management was difficult on the agent end. There feelings of being 'micro-managed' needed to be overcome by showing them how they were benefitting - as they did not always make the connection.
The software is definitely a one-sized fits most & our unique environment (with call handle times ranging 5 minutes to an hour plus) required some dedicated time & effort to make the software effective.
The software is definitely a one-sized fits most & our unique environment (with call handle times ranging 5 minutes to an hour plus) required some dedicated time & effort to make the software effective.
What problems is the product solving and how is that benefiting you?
Calabrio WFM is helping in reducing FTE costs as schedules can better meet client needs, and increase overall utilization. We're just beginning to explore the benefits of Analytics.
Business Decisions Made Easy with Calabrio
What do you like best about the product?
I love how easy the product is to use and to teach. The virtual queues help us to group our queues in creative ways based on specialized calls, skill sets and back office tasks.
What do you dislike about the product?
I would love more flexibility and options around the strategic forecasting such as being able to add in Average Speed of Answer as one of the factors in forecasting.
What problems is the product solving and how is that benefiting you?
We have been able increase our in-the-moment coaching with the agent real time views as well as daily schedule optimization to reduce gaps in coverage due to shrinkage. The ability to do ad hoc schedules by individuals has saved many work hours and made our workforce management team much more efficient.
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