Calabrio One is a workforce optimization (WFO) platform for call centers, combining workforce management with call recording and analytics, from Calabrio headquartered in Minneapolis, MN.
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UKG Workforce Central (discontinued)
Score 6.5 out of 10
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UKG Workforce Central (formerly Kronos Workforce Central) was a suite of HR Management offerings targeted mainly at enterprise customers with larger-scale and more complex HR and workforce management issues. The product is discontinued.
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.
This product was marketed to us as a school and several schools in our area use the program. However, the implementation team we were set-up with had limited school experience and we are still working on the best way to do some of the timekeeping issues where I know that could have been handled better. That being said from a payroll and reporting side it has been great to capture so much data (at times almost too much) and have the system do automatic allocations of salaries and general ledger reports. The reporting takes some getting used to, but overall I've been able to run reports to see and track just about anything I want. Our employees also love the self service compared to our previous products where they can make W4, direct deposit and other updates on their own without having to get HR involved.
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.
I personally feel like timekeeping is very well thought out and has some powerful tools built in. There is a bit of a learning curve but with strategically placed SMEs we were able to get the use and functionality we needed out of the system.
Workforce planning has been crucial in planning operational support in our retail and customer service centers. It is also editable and modifiable as needed.
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.
Now that the system is installed and operational, the "pain is gone"...therefore we see no reason to change to a different application. There is no functionality that is missing from the system that would drive us to consider another solution at this time. Maintenance support from Kronos is sufficient and updates occur regularly.
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
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
Having no experience with Kronos prior to using it in March 2016, their customer service team taught me how to use it the right way after my initial training at work. I am well-versed in data analysis using Excel and Access primarily, so once I discovered that Kronos had a reporting feature built in, I've used the feature quite a few times to help our properties evaluate their production costs and make good labor decisions. I give Kronos a 10 because once a person takes the time to learn how to use the software, they'll realize that Kronos is far more effective than most, and gives users more ways to access their information where and when they want to.
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.
Kronos and Dayforce are the two timekeeping systems I’ve worked with in recent years. Kronos feels a little more comprehensive and is my primary timekeeping tool both for myself as well as my staff. Kronos is a great tool for a wide range of shifts, working locations, and pay codes. In this context, I would pick Kronos over Dayforce. On the opposite side, Dayforce is extremely user-friendly and has a “cleaner” user interface if that is a contributing factor for anyone. Also, for managers who oversee large teams (30-50 team members) then Dayforce is a bit more simple to approve time cards, hours, and leave. Kronos is a bit clunky with all the clicks, and managing large teams of hourly employees would be a huge time suck to go in to review/approve all.
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.
Kronos is much more expensive than the previous systems we were using, so at this point the ROI is negative. The idea is that it will allow us to scale and grow the company more easily so time will tell if that is the case.
