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The brighter future on Calabrio
What do you like best about the product?
The way a whole world of data is available on the same platform, making it easy to track, improve and develop new strategies to hit our targets every time.
What do you dislike about the product?
Having a lot of data means we have to train ourselves on how to “look” in the right direction to get results however all good things can’t be perfect.
What problems is the product solving and how is that benefiting you?
Tracking customer experience a being able to develop assistants in real time with real time problems and fixes.
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Easy to use
What do you like best about the product?
Calabrio was very easy to use.i was able to search for the representatives calls that I wanted to listen with ease and I enjoyed how easy it was to grade the call within the system.
What do you dislike about the product?
It was easy for me to use but I wish there was a better way to save a call within the system other than downloading it.
What problems is the product solving and how is that benefiting you?
I am able to listen to the representatives that I am training and grease their.calls. With using Callabrio I am able to see te strengths and weaknesses of my agents so that I may see what further training that they would need to meet their metrics.
Recommendations to others considering the product:
Great system to use for metrics on handling customer service calls in a call center.
EASY TO USE, BUT POWERFUL
What do you like best about the product?
Simple interface. Connects to the Cisco ACD so teams are and agent data automatically cascade from ACD to Call Recording. Eliminates the need to manage two seperate org charts in both systems. Huge time saver. Reporting is really good and it met all PCI compliance requirements.
What do you dislike about the product?
Not much it worked as advertised and install and delivery were pretty much seamless. Reporting was very very easy to stand up. Straightforward. No weird gimmicks to the interface which we all really liked.
What problems is the product solving and how is that benefiting you?
End to call recording that was PCI compliant. We had an issue with call transfers where the call would "end" and the "begin" again on the other end of the transfer. With Calabrio that issue is resolved. We can follow the call from cradle to grave.
Recommendations to others considering the product:
Go for it your life will be way easier afterward. Think about how you set up your org in your ACD and that will make your life in Calabrio seemless.
Quality made easier
What do you like best about the product?
I love the resources available to track business needs. The information we are able to export brings a light into our company needs with our customers.
What do you dislike about the product?
Getting the right information for certain reports can be a struggle as reports can be hidden under sub-categories.
What problems is the product solving and how is that benefiting you?
The ability to target known issues with our AHT and call types is easy to identify and with the results helps us provide the necessary feed back to our agents.
Calabrio WFM
What do you like best about the product?
The help and knowledge from the Calabrio Consultants is second to none.
What do you dislike about the product?
Lack of granular permission and scope settings limits how customized we can make agent experience in the UI.
What problems is the product solving and how is that benefiting you?
We are gaining insight into staffing requirements and long term capacity planning.
easy to use
What do you like best about the product?
it's easy to use. Nurses are not generally tech savvy, but my team has really excelled at using this product.
What do you dislike about the product?
I really don't have anything to compare it with apples to apples as this is the only product we've used, but compared to other programs, this one is easy to navigate and they have really great, responsive support.
What problems is the product solving and how is that benefiting you?
It's been huge to help with schedules and forecasting needs.
Review
What do you like best about the product?
The ability to forecast more efficiently.
What do you dislike about the product?
Having to use other platforms in conjunction.
What problems is the product solving and how is that benefiting you?
Scheduling of meetings/trainings/etc.
Calabrio in the BPO
What do you like best about the product?
It is an all in one tool; WFM, Recording, QM, and Analytics. It has a simple and customizable user interface for the agents.
What do you dislike about the product?
The back end reporting and reporting build options are not in a simple user interface and require more of a 'programmer's logic' to assemble and build.
What problems is the product solving and how is that benefiting you?
Silences and Dead Air on calls are easy to identify and coach to, driving down Average Handle Time (AHT) as a cost savings.
Great Analytics Suite
What do you like best about the product?
I absolutely like simultaneous view ability - slide through the transcript and at any point see what was on the agent desktop. This is a great functionality.
What do you dislike about the product?
Sentiment doesn't have "Acoustic" properties yet - speech, pitch, tone, volume, etc. Right now it just uses contextual / words.
What problems is the product solving and how is that benefiting you?
Voice of the customer AND Agent training. For example - if the transcript shows a lot of silence - examine the agent desktop and see why agent is non-responsive - maybe you learn they are looking for info they can't find - that's an opportunity to train an agent.
Great Business Partner
What do you like best about the product?
We have been working with Calabrio for over 7 years, they are truly customer focused and seek feedback from their customers to help improve the services they offer.
What do you dislike about the product?
There are some really cool enhancements coming, I wish we had them today.
What problems is the product solving and how is that benefiting you?
We have improved our agent adherence through the use of analytics and presentation of agent performance in the dashboards.
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