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Great way to review quality on all calls!
What do you like best about the product?
The system is super easy to navigate through. You can set up notifications to be sent to you by IM or by Email so it makes it easy for you to keep track of calls.
What do you dislike about the product?
We’ve just recently switched to Calabria and it’s been a smooth transition. No problems here.
What problems is the product solving and how is that benefiting you?
It so much easier to organize your recordings!
Recommendations to others considering the product:
Great way to manage a large call centers recordings for Quality purposes.
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Not Recommended
What do you like best about the product?
Calabro One allows you to color code the different schedule items.
What do you dislike about the product?
The functions that were promised by the sales crew were not present in the actual product. We have had more down time from our WFM tool in the past few weeks than we had in over 3 years with our previous WFM tool. Likewise, some of the features that are present do not work as intended. We have had multiple bug reports opened with Calabrio, some would be considered major enough that we can't believe they wouldn't already have an open ticket from their other clients. We have learned sometimes they do, but they keep all the tickets separate. If they fix something in their cloud for one user, they don't necessarily share that for the other users.
What problems is the product solving and how is that benefiting you?
We allow agents to report their absences directly from the tool now as opposed to requiring they contact a supervisor, who may be absent that day as well.
Recommendations to others considering the product:
I would recommend you continue looking for another WFM tool. Calabrio has done a great job of promising more than it delivers.
CalabrioOne Review
What do you like best about the product?
I love love love Calabrio, what i like best is the fact that i can log in and get all of my break times with just one click. Not only for the day but also for the whole entire week.
What do you dislike about the product?
I would like it if Calabrio was able to send out an notifications when your assigned break was about to take place. Other than that the website is very helpful.
What problems is the product solving and how is that benefiting you?
Calabrio impacts my work everyday i come in, its somes up my time schedule for the week and gives me an estimation or time of which i should attend my specified break. This is a huge benefit because we dont have to actually ask someone like a supervisor about break times.
Easy to use
What do you like best about the product?
The best thing about Teleopti is that it integrates into your computer to allow notifications to be sent. That way if I am distracted and need to go to break I am reminded.
What do you dislike about the product?
One hiccup I've noticed is that sometimes the widget that shows your schedule isn't updated as quickly as the web page therefore sometimes I don't see my mot current schedule.
What problems is the product solving and how is that benefiting you?
Teleopti provides an app that makes communicating things with our company easier. Call outs and late entry are easy to report. I can access it at all times using the app on my phone. Which is EXTREMELY helpful.
Calabrio listens to their customers
What do you like best about the product?
Calabrio listens to their clients and what they want. They take their customers wants into consideration and will make upgrades to match what is being asked for. The software is also easy to use. I was able to learn the WFM software very quickly.
What do you dislike about the product?
If a clients configuration is different then what you are used to working worth please say so.
What problems is the product solving and how is that benefiting you?
Deploying a WFM solution into other areas of the business for better staffing.
Recommendations to others considering the product:
Ask to talk with other Calabrio clients to hear from them how great the product is.
Easy to use
What do you like best about the product?
I like having all of Calabrio 1 tools in a single interface. I do not have to open multiple web pages or applications to manage any of the tools for my operation.
What do you dislike about the product?
The back office/configuration interface is not as intuitive as I would like It is not as straightforward for those that may not be a power user if the software.
What problems is the product solving and how is that benefiting you?
We began using Calabrio to help manage our workforce. The Calabrio team assisted in helping us configure the tool to suit our needs and helped us find ways to better optimize the workforce by identifying gaps and other areas where we had an overage of resources.
Recommendations to others considering the product:
Calabrio One is the complete contact center solution to help manage your center daily.
Exceptional Product and Support for the Price
What do you like best about the product?
I greatly enjoy the product as a whole, it is everything my organization needs. The support and community behind the product is top of the line as well.
What do you dislike about the product?
Absolutely nothing. I have not found one feature I did not like.
What problems is the product solving and how is that benefiting you?
Calabrio ONE is an exceptional Workforce Management solution that helps to make sure my organization is on top of staffing and hiring needs to be able to handle forecasted volumes.
Recommendations to others considering the product:
Make sure you work with the technicians so that it is setup exactly how you want it. Also, join the community and keep up with the discussions as Calabrio implements features straight from it's users recommendations so if there is something that you want to see, let them know as many others that use the system may want to see that as well!
Recommended for scheduling employees
What do you like best about the product?
I liked how easy it was to navigate. I could request days off within the app. I also liked how HR could send announcements to us through the app.
What do you dislike about the product?
I would never receive notifications on my phone when the new schedule came out.
What problems is the product solving and how is that benefiting you?
Employees love knowing their schedules a few weeks ahead of time, and they were always able to get it.
Effective and Flexible Tool
What do you like best about the product?
I love that Calabrio allows us to import metadata from third party tools, which helps us to better understand the customer (and employee) journey. Also, I love that Calabrio builds the tool that its clients needs, which makes it more user friendly; they are eager to consult their clients at every step of the way. Their analytics product is extremely effective.
What do you dislike about the product?
On rare occasions I feel like the tool struggles to scale for large sized organizations with a lot of complexity,. but the team is right there to correct any issues, and again, create solutions tailored to our needs.
What problems is the product solving and how is that benefiting you?
We've been able to drive CX metric improvements using out of the box dashboards, as well as implemented new tools that drive better employee engagement. Also, implementing data from third party tools has allowed us to look at the data in new ways without having to manipulate multiple data sets.
Slick design, regular updates
What do you like best about the product?
Calabrio has a great user interface that integrates WFM, QM, call recording, and analytics into an intuitive and easy to navigate platform, their online help system is robust and superior to the help files I've used in other workforce management products, and Calabrio seems truly open to user feedback to plan for future product updates and features, which makes it feel more like being part of a community of users rather than just an anonymous customer.
What do you dislike about the product?
The lack of functionality for a traditional shift bid is a major disappointment. Calabrio does offer "dynamic scheduling" which is their alternative to a traditional shift bid, but for companies locked in a traditional shift bid model the lack of ability to generate and output a list of ideal schedules based on a forecast/arrival patterns/staffing levels/schedule types is a huge miss as this is a fundamental component of a workforce management package..
What problems is the product solving and how is that benefiting you?
Our primary goal in switching to Calabrio was integration, and we were able to eliminate four other independent software products by integrating our WFM, QM, and call recording into Calabrio One.
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