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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Lifesize CxEngage
Score7.8 out of 10
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CxEngage is a cloud contact center solution designed to meet users' needs and
work in their environment. Unlike monolithic architectures and on-premises
solutions, CxEngage is a ‘born-in-the-cloud’ platform to deliver unified visibility
across voice, video, and digital channels. CxEngage is designed to just work
anywhere, and to be implemented in a few days or weeks.
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.
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CxEngage can handle some more complex flow options that other vendors don't seem to be able to do. The integration for voice calls with Salesforce is a huge plus. The integration of email support with Salesforce is a BIG miss. After fighting with it for a year, we finally just turned it off and use Salesforce Omnichannel for email support. Chat using Salesforce Live Agent worked fine enough.
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.
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
Stronger support and more reliable system for users not on a commercial network
Consumer friendly and intuitive reporting and dashboard tools. build canned reports
Reporting: Ability to get a combined SVL for all queues included on a report (now we manually calculate after exporting the report into excel). Same for all major data points (ASA, AHT, etc.)
Ability to include abandoned calls and an abandonment percentage which excludes short abandons on the Queue summary report. Now the report just shows total abandons and abandonment percentage so if we want to exclude short abandons we have to pull a separate report to find out how many calls abandoned in less than 10 seconds then calculate the "true abandoned number" (calls abandoned minus short abandons)
Ability to change what is considered a "short abandon" and then report on it. Right now the only option is the built in tracking of calls that abandoned in equal to or less than 10 seconds.
Ability to "save" an agents "default" skill profile so that any changes we make can be returned to "BAU" with a click of a button
quicker data/historical report retrieval
way to separate what we have listed as a queue name for reporting vs. what is used for the queue name in the "whisper" (the issue we had with WT queue naming conventions because we had to have the whisper be super precise)
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
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
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
We implemented in 2018 and were only given 8 weeks to do it...as per the direction of our parent company at the time. Serenova at the time responded well and we were able to go Live within 8-weeks...albeit the product overall was a big change and had gaps in features over our previous contact management solution.
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
It's been too many years...I don't remember. Except in 2021 we looked briefly at Amazon and Salesforce call center offerings. Both were too basic at the time that even if we got a great deal on licensing (we are a Salesforce house for other things), we couldn't easily (or at all) do things like Callbacks and some of the more robust flow buildouts that we have in place today with Lifesize.
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
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
