What users are saying about
2 Ratings
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Score 7.9 out of 101
15 Ratings
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Score 8 out of 101

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Likelihood to Recommend

AgileOne AccelerationVMS

With so many agencies submitting candidates and only a few being reviewed at a time the chance of a candidate making it to a review and in front of a hiring manager is low.
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Calabrio ONE

Calabrio has been great for our education environment. We have the ability to access live calls, recorded calls and evaluate based on the duration of calls. I would like to see the Reporting tab transformed and allow for more customizable reports. Overall, we have had success with Calabrio and we look forward to our partnership.
Beth Bax profile photo

Pros

  • Centralized location
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  • Calabrio focuses on the needs of the customer. They really want to know how they can advance their product.
  • Calabrio has made it easy for our end-users to be involved in the QA process. Agents regularly are in Calabrio listening to their calls and reviewing their evaluations.
  • Love the Calabrio Champions Network that gives all users a way to stay in touch with new happenings in the IT world as well as within Calabrio.
Beth Bax profile photo

Cons

  • There are so many other agencies submitting candidates it is hard to make a placement
  • Only a few candidates are reviewed at a time and sent to the hiring managers
  • Lack of feedback
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  • 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.
Nathaniel Brown profile photo

Alternatives Considered

We have made several placements through Fieldglass - not sure how their review process differs from Agile-1
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They are very similar in many areas. Reporting is about the same, and I can see why some people may go for the bigger names. But one of the things that I have noticed that has made a difference is the way that the tool evolves with you. A lot of the features that Calabrio has have been incorporated from feedback from users like us. The other two, they do receive some feedback, but the input the customers have is minimal. I have been on calls where Calabrio discusses their roadmap with us and we could see which items were good, which ones could improve, and some features we wanted to see. Then, the next release or two you would see some of those items. When you add that to the great customer support they provide, it truly feels like you have a partner and you are not just another number.
Daniel Acosta profile photo

Return on Investment

  • Have not made a placement through Agile-1 yet
  • Lack of feedback leaves us wondering why our candidate was not a fit
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  • A positive return that we have had is the ability to see the portion of the day that we are likely to be over and under staffed and use that data to modify schedules to allow for overtime or additional time off of the phones.
  • A negative impact that we have had is the additional use of WFM man hours to manually make changes to individual schedules since there is not a good option to quickly adjust several simultaneously.
  • Being able to monitor agent calls and activity has given us the ability to retain and promote high performing agents and remove agents that are not well suited to the contact center.
Nathaniel Brown profile photo

Screenshots

AgileOne AccelerationVMS

Pricing Details

AgileOne AccelerationVMS

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Calabrio ONE

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Additional Pricing Details