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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Eleveo
Score 9.2 out of 10
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Eleveo (formerly ZOOM International) solutions protect a business by recording contact center interactions like service requests, outbound sales, financial or healthcare transactions, providing solutions for privacy and regulatory requirements, and by capturing customer experience. Eleveo provides 100% global recording coverage in the cloud, on-premise, or in hybrid architecture with a fully Native Cloud WFO suite.
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.
Zoom management suite is well suited for companies that have enforced call center optimization software previously. Coming from other software, Zoom makes the transition very smooth. But, if a call center software has never been used in a workplace, I feel like this isn't the place to start. There is a pretty steep learning curve.
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.
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.
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
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.
ZOOM Quality Management Suite has better stability and is more user-friendly. ZOOM Quality Management Suite has better auditing features when trying to assess the performance of the users. My personal impression is that Zoom Quality Management uses less bandwidth than its competitors thus making it easier to interact with the tools we use on a day-to-day basis.
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.
