Calabrio ONE vs. JustCall

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.

JustCall.Io is well suited as a backbone phone system with many capabilities for small to medium-sized businesses and their sales teams. With its rich feature set, dependable functionality, and developer and integration-friendly architecture, it could be a great solution. The platform is less well suited for those companies that have a well established telephony solution and are only looking to take advantage of one or two of its features, such as SMS for instance. There are probably other solutions that provide the same functionality at a lower price point.

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

• Users of this system do it through the cloud, SaaS, Web Pc, and mobile devices Android, iPhone, and iPad.
• Allows sending alerts and notifications, by events, has connections (SIP and VoIP) and unified communications through SMS, voice messages, text-to-speech, conference calls, videoconferences, call forwarding, call disposition, automatic call distribution to other providers, call routing, telephone keypad entry, mass text messages, call recording, call text, bidirectional messaging, scheduled messaging, among others.
• Create and analyze real-time reports, customer statistics, products, services, sales, and surveys.

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

• Customer service/ease of contacting could be better for worldwide users (I believe they're sourced overseas)
• Pricing seems to have increased, which affected the benefit we originally found in the service
• Increased functionality, such as bulk SMS Messaging and power-dialer

Incentivized

Because I think they're ready for a multi-skilled contact center support or OMNI

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

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

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.

Incentivized

It will be compared to the quality of the service and that it is accessible to medium or small companies. It is not a tool that requires greater complexities and its functionality is quite extensive. You will discover that the benefits are more than the problems that you may have.

Incentivized

• 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.

Incentivized

• Positive impact as it has helped the business with a better communication.
• I wish the latest messages would be on top!

Incentivized