Calabrio ONE vs. Webex Contact Center

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.

It depends on your needs. If you only need simple call flows, consider using Cisco Webex Calling Auto-Attendant. If you require more complex call flows and time-of-day routing, you can utilize Cisco Webex Contact Center. You only have to purchase 1 Agent to use the Call Flow Designer.

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

• Easy to setup a flow and managing it and make changes without impacting the production system
• Great analyzer that gives detailed information
• Provide social channels to reach all the customers regardless of age and social groups
• Easy to SMS and have communication for customers on the go

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

• Better integration with Webex Calling.
• More on premise features integrated into the cloud solution.
• Better documentation for pebble templates.
• Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.

Incentivized

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

We are happy with the product, with Cisco as a partner and the roadmap looks mightily impressive. Webex Contact Center is one of our growth areas so we're keen to get more agents on the platform, we want to get more customers on it and we want to make use of all the features and functionalities it offers, so that we can help our customers do what they do best.

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

It is great to use Webex Contact Center as it delivers the call routing and workflow for agent and call routing. In addition to this the noise reduction helps to focus attention on the call and with the client. The notes feature and the ability for the transcription really helps with translation and language barriers.

Incentivized

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

Webex Contact Center feels the most modern of the solutions we evaluated. It is an all in one package which required no capital expenditure up front. Webex Contact Center was able to integrate with the AI packages which our IT team investigating for future use. Webex Contact Center was also able to integrate with the CRM packages which we use internally (without the use of a 3rd party connector).

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

• Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
• Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
• Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.

Incentivized