Calabrio One is a workforce optimization (WFO) platform for call centers, combining workforce management with call recording and analytics, from Calabrio headquartered in Minneapolis, MN.
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Cisco Unified Contact Center
Score 8.6 out of 10
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Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.
Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to …
I am typically post RFP and selection process, but clients that have selected UCCE over the competitors are the clients that are not quite ready to embrace cloud or SAAS solutions, or they have selected Cisco due to reputation and long-term stability suitability.
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.
I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
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.
Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.
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.
After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.
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
To be honest, there are tools better than Cisco Unified Contact Center because it largely depends on third party integrations with better alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
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
Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
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.
Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
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.
