Calabrio ONE
CalabrioReviews from AWS customer
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Quality Assurance Automation
What do you like best about the product?
Establishing QM goals and automated distribution of QA monitors increases completed QA scores and consistent scoring across scheduled evaluators.
What do you dislike about the product?
I dislike having to create copy new goals from Active or Inactive goals. I should have the option to edit existing goals.
What problems is the product solving and how is that benefiting you?
QM is facilitating higher and consistent customer satisfaction.
Calabrio is a good WFO suite with an excellent user-face;.
What do you like best about the product?
I like the ease and functionality of the product. The user interface is easy to understand and user-friendly.
What do you dislike about the product?
Within the WFM product I wish there was greatly ability to allow the system to generate actual actual schedules.
What problems is the product solving and how is that benefiting you?
Using Analytics has helped our company to delve deeper into what our customers are calling about. This knowledge is being used to help our agent training as it allows us to focus on the specific needs of our customers.
Recommendations to others considering the product:
Be sure to know your business enough to know what is needed and what Calabrio (or any WFO Suite) can offer.
Calabrio's Engagement is off the Charts
What do you like best about the product?
Intraday management and it's best! Forecasting and firm dates are a must. The dashboards are wonderful. Reporting is generally easier than running out of our phone system! WFM makes my life so easy.
What do you dislike about the product?
I want to add comments when exceptions are manually entered to a schedule already ran.
What problems is the product solving and how is that benefiting you?
Forecasting! Seeing call trends now that we have been open for a year is showing wonderful growth! Analytics is getting better and better with transcripts, sentiments and so much more!
Recommendations to others considering the product:
Be as involved in the integration process as possible. Ask questions!!!
good for small businesses
What do you like best about the product?
It organized agents schedules better than an excel sheet.
What do you dislike about the product?
It keeps crashing when there are too many people working in the system.
What problems is the product solving and how is that benefiting you?
We are able to track adherence.
smooth and easy WFM
What do you like best about the product?
It is accurate, fast and efficient when it comes to schedules
What do you dislike about the product?
Slight latency but it doesn't affect much in the work
What problems is the product solving and how is that benefiting you?
It gives us easy access to our time schedules and work arounds with productivity
Recommendations to others considering the product:
This is very efficient and easy to use
Experience with Teleopti
What do you like best about the product?
It shows all the schedules that we have and it is easy to understand and very accurate for us employees.
What do you dislike about the product?
As of the moment, we're not encountering an error with it.
What problems is the product solving and how is that benefiting you?
It provides us with our work schedule and how many hours should we work.
Recommendations to others considering the product:
Just improve its functions.
The BRAIN!
What do you like best about the product?
The ability to see everything you need to in regards to what your looking for to help your work day expierence.
What do you dislike about the product?
The UI, it could be more smooth as far as loading and transitioning from page to page, or from one option to the next. Filtering seems to be the most laggy of all the transitions.
What problems is the product solving and how is that benefiting you?
Im able to see my growth in the company, request my days off, and even see into the future of what days i might be getting paid for by a holiday. Its really a life save and helps me maintain my day to day.
Recommendations to others considering the product:
Just a more modern day UI, something a bit more friendly to the eye. I love the idea of the program and what it does. but it just seems like it could be a bit more responsive when it comes to filtering through information.
Good at Recording
What do you like best about the product?
This system accurately records over the phone ACD calls.
What do you dislike about the product?
This system does not have a good live capture feature for screencaps.
What problems is the product solving and how is that benefiting you?
This software is used in QA/employee review situations. It helps keep a record of employee work in a call center environment.
Calabrio is the right choice
What do you like best about the product?
Very end user friendly, with straight forward admin interface.
What do you dislike about the product?
Does not offer stereo recordings for Avaya
What problems is the product solving and how is that benefiting you?
Agent accountability, and the customer experience has improved.
Recommendations to others considering the product:
Excellent interface
Good tool for managing employee schedules, can be improved.
What do you like best about the product?
I like that it provides a structure for organizing user's schedules.
What do you dislike about the product?
The time off request portion is a little confusing and cumbersome.
What problems is the product solving and how is that benefiting you?
It's making organizing schedules a lot easier overall.
Recommendations to others considering the product:
I think as long as you set it up and use it properly, this can be a good tool
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