What users are saying about
4 Ratings
22 Ratings
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Score 8.8 out of 100
4 Ratings
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Score 9.6 out of 100

Attribute Ratings

  • Calabrio Teleopti WFM and Klaus are tied in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

Calabrio Teleopti WFM

90%
10 Ratings
9.0

Klaus

90%
1 Rating

Usability

9.0

Calabrio Teleopti WFM

90%
1 Rating

Klaus

N/A
0 Ratings

Likelihood to Recommend

Calabrio

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.
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Klaus

Customization, Klaus will have lots of advanced settings and this help us to understand what are the most common failures( feature 'root causes') and with that, we can focus on increasing quality. Also, pinned item section is helpful when you need to quickly highlight an issue. Support for multiple score cards, a clean user interface, the ability to give and receive feedback.
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Pros

Calabrio

  • It has an excellent schedule, schedules are easily accessible and can be easily created.
  • Calabrio Teleopti WFM makes it possible to effectively request time off for employees in an organized way.
  • There are educational opportunities and this is positive for the company and our employees since the customer service area is great.
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Klaus

  • Simple to use and it provides lots of value in a short amount of time.
  • Support is always helpful and friendly - 10/10 star rating :)
  • Assignments, detailed statistics and the simple review flow.
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Cons

Calabrio

  • Compliance monitoring through our Zeacom phone system has been a difficulty. For the years we've had it, we've still had challenges in getting that functionality to work as intended.
  • User interface is somewhat intuitive, but could use an update for more intuitive placement and features.
  • The companion app has some updates issues that could use addressing.
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Klaus

  • Filtering and displaying data/reporting on data.
  • I feel entire platform tends to get a bit slow especially end of the week.
  • Scoring. It's not easy to adjust the scores for receiving a good result. I would like to have more options like 1-5 instead of 1-3.
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Pricing Details

Calabrio Teleopti WFM

Starting Price

Editions & Modules

Calabrio Teleopti WFM editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Klaus

    Starting Price

    $0 Up to 10 conversation reviews per week

    Editions & Modules

    Klaus editions and modules pricing
    EditionModules
    Free Trial$0.001

    Footnotes

    1. Up to 10 conversation reviews per week

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Both plans include: Connect to your customer support software Create sophisticated filters to find conversations for review Set and track goals for the number of reviews Email notifications and reports Roles for different review setups (peer review, review by a manager, etc.) A fancy dashboard and data exports Customizable rating categories with weighting Slack integration for delivering reviews

    Usability

    Calabrio

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

    No answers on this topic

    Alternatives Considered

    Calabrio

    We selected Teleopti because we knew shift bids would be one of our top priorities and it came highly recommended in that space. We also were hoping for more advanced PTO management features but that is not a deal breaker for us thankfully. We had demos from all the major WFM software companies and Teleopti impressed us with its ability to seamlessly combine all features of WFM management into an easy to use package. The other companies had many of the same features or better, but their overall presentation just didn't impress.
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    Klaus

    I think I have mentioned all the plus points regarding Klaus. Also, the browser extension is great and they have excellent support service.
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    Return on Investment

    Calabrio

    • Teleopti has increased the efficiency of our department and made scheduling more consistent for employees.
    • Our team has been able to adjust staffing levels to address business levels instead of hiring more staff and just being overstaffed unnecessarily.
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    Klaus

    • As it is easy to use, sure shot it gives a positive impact as a user.
    • Rating options seems bit limited and I feel sometimes it give negative imapct
    • Also there are times where I end up reviewing the same types of conversations over and over again and it would be nice to have a filter out certain types of conversations.
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    Screenshots

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