Agara vs. Calabrio ONE

The WFM part of the platform is highly effective when properly set-up to allow for workforce and capacity planning, SLA monitoring around capacity, and agent accessibility and usage. The flexibility in the platform improves agent retention and morale, and the guardrails support regarding business rules prevent abuse. It can be extended through other tools via API (which we have used) and those areas have greatly assisted in our ability to address complex situations with our teams. That said, the Insights component of the platform has some room to grow in direct data analytics. There are formulas and functions that could be created to inject more complex logic and data-types in the previous Data-Explorer platform, even if the ease of building rich dashboards is greatly improved. If you have a data point that you want to monitor in conjunction with your agent data that requires much more complex logic to evaluate in a regulated way, you would need to build on data imports into the platform after calculating it else where, given this. Insights is overall an improvement, but less tools in the toolbox means niche situations suffer.

Incentivized

• Quality Management (call recordings, evaluations of said calls) is an area where Calabrio has done a particularly good job. It is a solid product and they continue to refine it.
• Customer Service - since we purchased the product, customer service has always been spot on for Calabrio - they have worked hard to ensure their existing customers remain happy while continuing to evolve and bring on new customers.
• Innovation - with their ear to the ground, so to speak, Calabrio forges ahead and does a great job of implementing features per customer requests and makes every effort to ensure the needs are taken care of either via API or upgrade feature.

Incentivized

• Calabrio's scheduling module has room for improvement. I recommend adding options that will allow you to quickly add or delete multiple exceptions for a group or an individual.
• Calabrio should add an option the will automatically optimize existing breaks and lunches based on the schedule rules and updates to schedules since they were initially published.
• I'd like to have a feature in Calabrio that will automatically approve or deny employees requests for vacation based on the staffing number and other staff rules that are set.
• For shift bidding, I'd like to have the option to create several schedule types and have Calabrio create the best coverage based on the available staff and the existing forecast.
• In my practice, I have found that some reports have stats that should be weighed but are presented as a standard average (arithmetic mean) instead.
• I'd like to have granular reporting on staff shrinkage that has occurred in the past so that I can use that data for future staff planning.

Incentivized

Some challenges lately since the Verint acquisition. The support has been lacking, and the rush to innovation breaks things constantly. There are features that are missing, such as easy intraday adjustments, especially when you manage 100 services per day.

Incentivized

The system usability is easy to find contacts, dig into call recordings and find what went well and what needs improvement. I like the ability to record screen captures across multiple screens in order to help understand what agents need help or guidance with.

Incentivized

Because, it took them time to coordinate back some updates for us when we had to report a few major issues. ie Volume data feed for our Email support/channel. I like the webinars, however to keep the community alive. I hope they improve the training modules too and how they training new WFM guys as part of their package

No I don't have as I wasn't part of the implementation

Calabrio One has far better customer engagement and customer service than the previous vendor. Calabrio is very easy to use and quick to obtain search results. We have had great success with Calabrio and are very happy with our move

• Targeting 90 seconds savings on manual notes, which is substantial. Those savings will allow us to handle more contacts without adding staff.
• Analytics will give us insights that allow us to make more educated decisions on future direction and provide data to make adjustments to improve both the Customer and Agent experiences.

Incentivized