25 Ratings
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Score 8.3 out of 100
8 Ratings
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Score 6.6 out of 100

Attribute Ratings

  • Calabrio ONE is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.2

Calabrio ONE

82%
13 Ratings
5.0

Qualtrics XM Discover

50%
3 Ratings

Likelihood to Renew

8.0

Calabrio ONE

80%
1 Rating

Qualtrics XM Discover

N/A
0 Ratings

Usability

7.0

Calabrio ONE

70%
1 Rating

Qualtrics XM Discover

N/A
0 Ratings

Support Rating

6.0

Calabrio ONE

60%
1 Rating

Qualtrics XM Discover

N/A
0 Ratings

Implementation Rating

7.0

Calabrio ONE

70%
1 Rating

Qualtrics XM Discover

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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Qualtrics

The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.
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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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Qualtrics

  • Voice to text functionality is extremely accurate.
  • Alert system for trending topics is very helpful.
  • The natural language processor is easy to tune to brand specific nuances.
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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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Qualtrics

  • Constant problems with being locked out of our Facebook account.
  • Responses not attaching to individual threads
  • No IG support
  • No IG DMs
  • Twitter Support lacking
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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

    Qualtrics XM Discover

    Starting Price

    Editions & Modules

    Qualtrics XM Discover editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Calabrio

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

      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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      Qualtrics

      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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      Qualtrics

      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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      Qualtrics

      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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      Qualtrics

      Clarabridge is far superior and the two truly can not be compared or spoken of in the same category. I would be open to the discussion of the many differences
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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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      Qualtrics

      • Clarabridge has allowed the organization to identify customer issues faster leading to a higher retention of customers.
      Read full review

      Screenshots

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