Calabrio ONE is an integrated suite of workforce performance and contact center intelligence tools that brings together workforce management, quality management, interaction analytics, and performance coaching.
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HotSchedules
Score8 out of 10
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HotSchedules is a cloud-based scheduling, labor and communication management software solution serving the restaurant and hospitality industry. According to the vendor, key benefits include: Build & Communicate Schedules The scheduling and labor management software reduces the time it takes managers to create and communicate schedules. All scheduling and employee information is stored in one central location, so managers have access to time-off requests,…
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
For small to medium-sized companies HotSchedules works great when business is very static. If you are simply using HotSchedules for a schedule writing tool, it is phenomenal. However, it does miss the mark as a labor control software. Needs more controls to keep managers aware of spending versus historical sales data.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
Communication is so simple on HotSchedules. Whether it is communicating a new schedule release, or a quick note about tonight's shift we as managers are able to easily communicate and know that it will reach our team through text notifications, or email notifications.
The Meal Break planning tool is very useful in being able to help our floor leaders clearly understand and plan for what breaks are needed throughout the shift. This allows them to come up with a strategic game plan quickly and spend more time with our guests.
Shift Swaps and Releases are so seamless. This is our favorite tool as it makes helping our team cover shifts extremely easy and painless. On the flip side it also makes staff who want more hours be able to find what is available in real time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
WorkForce Management - it has recently come to my attention that the people in my company who are using the WFM portion of the suite are less happy with it. Apparently the reporting features and exact requirements needed are not being met by the product.
Fail over functionality for on-prem SQL configurations is completely lacking. It is our one weak spot in the Calabrio ONE chain.
Contact with customers. I know that sounds weird for a company who prides itself on its ability to listen and strengthen customer relations - but sometimes within a company (mine) there is less than "quality communication" between IT and business ends of the company. Calabrio does a great job talking with IT, but I think our business side has missed having the same quality of service - may be due to our own failures at communication. Not sure, honestly.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Clocking In and out can be a little slow. It takes longer to clock in then our previous method. Before we just had a card you swiped and it would clock you in. Took 2 seconds. Now with the Hotschdules method we use it take 30 seconds or so. Not a huge issue but it can add up if you have one computer and a line of employees waiting to clock in.
Time Cards. It does not allow you to view someones current time until the "punch" has ended. If the manager would like to check what time the employee clocked in/out from lunch they have to wait until the employee has clocked out for the day before the record is generated. As a shift lead you may send and employee to lunch but forget to note what time you sent them. Awhile passes and you feel like they should be back by now, so you want to go in and see what time they left for lunch but it does not show you that punch record because the employee is still "clocked in" they are just on their "Meal Break"
The ability to customize the restrictions for Clocking in and out. You can set it up so that employees can only clock in from a specific location, however if you have a manager who is allowed to work from home they would not be able to clock in without being at the same location as set in the software. It would be nice to see it able to be customized per user.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
6 Years of Experience provides me the insight on the upgrades and changes that HotSchedules has done to improve the experience of its users. There are so many features that we still have not started or used to the fullest, but we believe that we are currently getting a strong value out of the money that is paid for this product.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
On rare occasions a phone call has been required to find the solution to a problem, the HotSchedules response staff have been helpful, courteous, and genuinely seem to care for their clients and take pride in what they do. The consistent development and fine tuning of the platform, interface, and mobile environment shows that this is not a program full of people who rest on their laurels.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I have approximately a decade of experience using the aspect Workforce management software package. aspect has many power user functions that are not available in Calabrio. The strength of aspect is that is has extensive power user options. The drawback to aspect is that to be a proficient user of the software will take many months of hands on training. I often find myself comparing the pro/cons of the two solutions. That being said, I'd like to see Calabrio add more automation that will remove the need to perform many tasks that at the moment must be done manually
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I have not used any other Scheduling software for employees. As a campground manager in the summer season, we are using campground master for reservations. it is very similar in process to employee scheduling. the ability to the user of that program to set up their own parameters for time and reservations is something that would benefit the employee scheduling software.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Saving time on scheduling means our managers can focus more on guest experience, managing the floor and other areas that contribute to the success of our business.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
