Likelihood to Recommend Alvaria, Inc (Aspect Software + Noble Systems)
It all depends on the workforce team if they've settled the tool correctly for the company. In a previous experience, the tool was entirely settled with the group balance available, all the segments we need were added and up to date, and we could easily navigate the tool. On the new company though, there is a sentiment of incompletion, the UI slightly evolved over the past 2 years but only for the name and some design. Though the tool itself hasn't really changed and clarity is missing sometimes. We must be used to it to understand it well.
Read full review 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 Assistant Director of Quality Assurance
Read full review Pros Alvaria, Inc (Aspect Software + Noble Systems)
Clarity on the daily tasks, it's easy to know what will be the tasks for the day and for how long it is planned. Many options available, entirely customizable for a better accuracy of the tasks. Very reliable and easy to use, with multiple format views available. Read full review 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. Read full review Cons Alvaria, Inc (Aspect Software + Noble Systems)
There is a lot of options, probably too many and more than 50% are no use to me. Some views can be very confusing, sticking to the time is best to avoid being confused by any overlapping segment. Lot of options but UI tends to be a bit slow to load and still empty sometimes. Read full review 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. Read full review Likelihood to Renew Alvaria, Inc (Aspect Software + Noble Systems)
Because I think they're ready for a multi-skilled contact center support or OMNI
Read full review Usability Alvaria, Inc (Aspect Software + Noble Systems)
It would've been a higher rating if they're able to partner up with other platforms like Liveperson chat support and have a better sense of urgency when it comes to resolving issues
Read full review Support Rating Alvaria, Inc (Aspect Software + Noble Systems)
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
Read full review Implementation Rating Alvaria, Inc (Aspect Software + Noble Systems)
No I don't have as I wasn't part of the implementation
Read full review Alternatives Considered Alvaria, Inc (Aspect Software + Noble Systems)
It was better and more reliable/resilient then both of the products stated above. It is in-house though while the competition was cloud-based. Both of the platforms mentioned above had more problems and more failed screens then Calabrio.
Read full review Return on Investment Alvaria, Inc (Aspect Software + Noble Systems)
Negative: I've had to create more workarounds and scheduling seems to be more time consuming. However, it has had a positive effect in that some processes have been improved because of the workarounds. Positive: Our former WFM software was not upgraded regularly. We have planned upgrade(s) for Calabrio. I'm looking forward to seeing the improvements made with the newer version. Positive: Calabrio's customer service has been a plus. I believe they listen to what their customers are saying, even when it may be painful, and seem to always be striving to improve their product, and maintain good customer service. Read full review ScreenShots