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Self-intuitive WFM tool accompanied by a superior client support.
What do you like best about the product?
Relevant functionality and industry leader in QM and WFM offerings.
What do you dislike about the product?
No downsides as they continue to improve and add products and services seamlessly through their Cloud Platform.
What problems is the product solving and how is that benefiting you?
WFM, QM and Reporting. Increased RTA, forecasting and internal quality improvements.
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Very powerful tool
What do you like best about the product?
How innovative and user friendly the tool is
What do you dislike about the product?
It does take a lot of time to build and be fully operational
What problems is the product solving and how is that benefiting you?
Forecasting is a big one for our team
Recommendations to others considering the product:
Continue to innovate
Great experience
What do you like best about the product?
The way it looks and easy enough to manage.
What do you dislike about the product?
We are unable to have free seating. We need to added additional software for the setup.
What problems is the product solving and how is that benefiting you?
Time management, quality and accountability.
Love Calabrio One
What do you like best about the product?
I love the forecasting we get with Calabrio. I know exactly how many agents I am over or short for any given day.
What do you dislike about the product?
You need high powered internet to use all the resources that Calabrio has. It can cause some issues with agents that do not have high speed internet.
What problems is the product solving and how is that benefiting you?
We are now virtually training our staff from home while using agent monitoring. This is great during the current COVID pandemic. We have had more people willing to train new staff without having to leave home.
TeleOpti covers all the basics
What do you like best about the product?
There is a good variety of WFM features such as self scheduling, preferences, etc. built into the tool which allows us to provide these services to our call center.
What do you dislike about the product?
Many of these features lack restriction settings, meaning that it can be difficult to apply them to every site since you might struggle to work around their requirements.
What problems is the product solving and how is that benefiting you?
Efficient & automized scheduling.
Review
What do you like best about the product?
I appreciate the visibility it gives me to my team.
What do you dislike about the product?
Overlapping skillsets are hard to schedule for.
What problems is the product solving and how is that benefiting you?
I have solved staffing-level issues, both in the time of day and volume of staff that we need.
Great updated experience!
What do you like best about the product?
Calabrio One automatically completes my manual tasks, such as meeting scheduling, allowing me to focus on building dashboards and analytics. I'm able to provide the rest of our team the data they need upfront to be successful and impactful in their roles as supervisors or managers.
What do you dislike about the product?
I have not found a downside to the system through my use of the system.
What problems is the product solving and how is that benefiting you?
The dashboard capabilities and reporting within Calabrio One make acting on agent development very intuative and upfront. The agents can easily see their performance as well as the supervisors can easily see who needs their attention or even some extra recognition for high performance!
Recommendations to others considering the product:
Do not currently have Calabrio One
Calabrio ONE
What do you like best about the product?
Technical expertise, customer service, and their ticketing system.
What do you dislike about the product?
As we speak, I have yet to encounter a bad experience.
What problems is the product solving and how is that benefiting you?
Member-facing experience.
SEFCU Review
What do you like best about the product?
Scheduling is much easier than it has been in the past -- Initial set up has been a big lift, but once a service queue is set up and shifts are loaded, it has become a lot smoother. Also being able to delegate minor schedule adjustments to managers has been a huge help. I think we will have more detailed data as we move on, but so far everything has been great.
What do you dislike about the product?
The main down side for us is utilization for our branches -- it's difficult to use the system in that regard since it's catered more for call centers, but we have been making it work and once the initial leg work is done, I believe it will be successful.
What problems is the product solving and how is that benefiting you?
We are saving a lot of man hours with manual schedules (previously used excel) so that our managers can spend more time doing more important things, such as improving the member/employee experience. I believe our contact center will have a much better grasp on data as we move forward as well.
I also tried uploading an imagine of Calabrio but it keeps giving an error.
I also tried uploading an imagine of Calabrio but it keeps giving an error.
Calabrio One Review
What do you like best about the product?
Teleopti was easy to role out to all levels of the organisation, with customisable access based on role easy to set up. Peviosly costly additional features are regularly rolled out into the core package
What do you dislike about the product?
The base set up is great, but the key additional features to streamline things do come at an additional cost
What problems is the product solving and how is that benefiting you?
The ease for all the team to see their schedules and leave etc. remotely via the accompanying app, and the added ability for staff to swap shifts themselves
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