Calabrio Teleopti WFM vs. Eleveo

Calabrio Teleopti WFM is widely used in our organization, and once we've gotten the hang of it, it's very simple to use. We can manage the entries to each employee's task lists, plan the turns that each teleworker will cover, and swap turns as needed. We can also automate the completion of scheduled management tasks and calculate how much time each employee spends at the company. This application, in general, ensures increased productivity on the call center platform.

Incentivized

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.

Incentivized

• Schedule management is intuitive and easy to follow
• The ability for agents to request and swap shifts works well
• Agent tools for viewing schedules and requests is user friendly

Incentivized

• Recording Agent interactions. It is simple and easy to adopt and retrieving them is also convenient.
• The follow up with the customer experience is smooth and flawless.
• The ease of initial installation and the operations of it including adding and removing agents.

Incentivized

• System uptime. We use their cloud solution and unfortunately there's been a number of outages.
• PTO management, could use more features like waitlisting, time off canceling and offline management

• The user to manipulate the tool has to full pass through training.
• Support availability is low.
• Complex project handling is also slow.

Incentivized

It serves my needs perfectly, but it sometimes glitches where you press a link and it downloads the page instead of opens it.

Incentivized

At the moment there is no reason to use the ZOOM support.

Incentivized

I have worked for other smaller companies that have just used excel sheets to manage scheduling and it was a complete mess. This is a complete and utter 180 in that scheduling is so simplified and creates/causes basically zero conflict among staff.

Incentivized

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.

Incentivized

• They must work to update the characteristics of the integrated items so that they can be better in general based on user demand.
• In general, the software is very easy to use and offers a wide range of working functions.

Incentivized

• Staff feels more equipped to handle calls well.
• Follow up after calls have been more successful.
• Benchmarking process improvements is easier.

Incentivized