What users are saying about
25 Ratings
4 Ratings
25 Ratings
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Score 8.3 out of 100
4 Ratings
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Score 9.6 out of 100

Attribute Ratings

  • Klaus is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.2

Calabrio ONE

82%
13 Ratings
9.0

Klaus

90%
1 Rating

Likelihood to Renew

8.0

Calabrio ONE

80%
1 Rating

Klaus

N/A
0 Ratings

Usability

7.0

Calabrio ONE

70%
1 Rating

Klaus

N/A
0 Ratings

Support Rating

6.0

Calabrio ONE

60%
1 Rating

Klaus

N/A
0 Ratings

Implementation Rating

7.0

Calabrio ONE

70%
1 Rating

Klaus

N/A
0 Ratings

Likelihood to Recommend

Calabrio

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.
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Klaus

Customization, Klaus will have lots of advanced settings and this help us to understand what are the most common failures( feature 'root causes') and with that, we can focus on increasing quality. Also, pinned item section is helpful when you need to quickly highlight an issue. Support for multiple score cards, a clean user interface, the ability to give and receive feedback.
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Pros

Calabrio

  • 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.
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Klaus

  • Simple to use and it provides lots of value in a short amount of time.
  • Support is always helpful and friendly - 10/10 star rating :)
  • Assignments, detailed statistics and the simple review flow.
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Cons

Calabrio

  • 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.
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Klaus

  • Filtering and displaying data/reporting on data.
  • I feel entire platform tends to get a bit slow especially end of the week.
  • Scoring. It's not easy to adjust the scores for receiving a good result. I would like to have more options like 1-5 instead of 1-3.
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Pricing Details

Calabrio ONE

Starting Price

Editions & Modules

Calabrio ONE editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    Klaus

    Starting Price

    $0 Up to 10 conversation reviews per week

    Editions & Modules

    Klaus editions and modules pricing
    EditionModules
    Free Trial$0.001

    Footnotes

    1. Up to 10 conversation reviews per week

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Both plans include: Connect to your customer support software Create sophisticated filters to find conversations for review Set and track goals for the number of reviews Email notifications and reports Roles for different review setups (peer review, review by a manager, etc.) A fancy dashboard and data exports Customizable rating categories with weighting Slack integration for delivering reviews

    Likelihood to Renew

    Calabrio

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

    No answers on this topic

    Usability

    Calabrio

    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
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    Klaus

    No answers on this topic

    Support Rating

    Calabrio

    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
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    Klaus

    No answers on this topic

    Implementation Rating

    Calabrio

    No I don't have as I wasn't part of the implementation
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    Klaus

    No answers on this topic

    Alternatives Considered

    Calabrio

    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.
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    Klaus

    I think I have mentioned all the plus points regarding Klaus. Also, the browser extension is great and they have excellent support service.
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    Return on Investment

    Calabrio

    • 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.
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    Klaus

    • As it is easy to use, sure shot it gives a positive impact as a user.
    • Rating options seems bit limited and I feel sometimes it give negative imapct
    • Also there are times where I end up reviewing the same types of conversations over and over again and it would be nice to have a filter out certain types of conversations.
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    Screenshots

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