What users are saying about
24 Ratings
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Score 7.4 out of 100
11 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

Calabrio ONE

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.
Beth Bax | TrustRadius Reviewer

Verint Workforce Management

The Verint Monet tool has well suited our needs as we are a smaller-sized contact center and were new to the cloud-based WFM tool world. The Verint Monet team has continued to work with us to integrate changes we have made to our contact center like adding in and customizing our live chat processes along with our new queued call back feature.
Samantha Thompson | TrustRadius Reviewer

Pros

Calabrio ONE

  • 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.
Joel Severson | TrustRadius Reviewer

Verint Workforce Management

  • Time off scheduling is easy and automated!
  • Adherence is easy to view and manage
  • Forecasting and scheduling are made easy using Verint [Workforce Management]
Stephanie Claycomb | TrustRadius Reviewer

Cons

Calabrio ONE

  • 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.
Nathaniel Brown | TrustRadius Reviewer

Verint Workforce Management

  • Wish it was not limited to only view 50 Agents at a time
  • The ability to right click and edit schedule easier
  • Day details tab added under Forecasting and Scheduling
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Calabrio ONE

Calabrio ONE 8.0
Based on 1 answer
Because I think they're ready for a multi-skilled contact center support or OMNI
Anonymous | TrustRadius Reviewer

Verint Workforce Management

No score
No answers yet
No answers on this topic

Usability

Calabrio ONE

Calabrio ONE 7.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

Verint Workforce Management

No score
No answers yet
No answers on this topic

Support Rating

Calabrio ONE

Calabrio ONE 6.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

Verint Workforce Management

No score
No answers yet
No answers on this topic

Implementation Rating

Calabrio ONE

Calabrio ONE 7.0
Based on 1 answer
No I don't have as I wasn't part of the implementation
Anonymous | TrustRadius Reviewer

Verint Workforce Management

No score
No answers yet
No answers on this topic

Alternatives Considered

Calabrio ONE

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.
Usama Ahmed | TrustRadius Reviewer

Verint Workforce Management

Verint gave us a better integration with our ACD system than Genesys did at the time. This reduced the risk of human errors while inputting ACD statistics. Also, the reporting in Verint is better, giving the contact center management better insight into the day-to-day operation. This has helped justify staff reduction.
Anonymous | TrustRadius Reviewer

Return on Investment

Calabrio ONE

  • 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.
Gaye Stone | TrustRadius Reviewer

Verint Workforce Management

  • improved our productivity
  • Reduced cost by making sure we have the right staff scheduled allowing VTO and not paying OT
  • also allows us to meet of KPI's
Gary Haworth | TrustRadius Reviewer

Screenshots

Pricing Details

Calabrio ONE

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Verint Workforce Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

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