Calabrio Teleopti WFM vs. UniFocus Labor Management System (LMS)

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

For our uses, tracking payroll is all we do. The other features are not as user-friendly.

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

• Log for payroll.
• Moving to previous dates in the payroll.
• Employee details.

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

• It is difficult to find specific reports, you have to know the system and where to look.
• It might be nice to have a friendly tutorial for available operations.
• I like to add notes to my payroll, it would be nice if it was easier to print up those notes and see the entire note. Sometimes the note is cut off. It would also be nice if I had room to write more detailed notes.

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

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

I have not used or evaluated any other system.

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

• It has not affected our ROI, I've never used another system so I have nothing to which I can compare.

Incentivized