Calabrio WFM vs. DCDial

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

This software is very useful to all companies that want to increase their sales through customer service or call centers for their sales. It has worked very well for us, being able to solve minor failures, it is one of the best-priced software, compared to everything it offers.

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

• Payment IVR. Now, there is no need to call us every time when a client wants to make a payment. Now, they can do that on their own at any time.
• Compliance Suite. DCDial is fully-compliant. Once we've set up our account, we don't have to worry about compliance anymore.
• Payment Processing. DCDial offers lots of ways to collect payments and the most amazing thing is that they don't charge for payment processing features; they all are included in the plan.

• 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

• I'd update their system design a bit to make it more visually appealing but it doesn't impact my productivity.

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 gave DCDial the 10/10 rating because our team loves DCDial ever since we had our initial demo with Haze and I personally got really impressed by DCDial's functionality.

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

We have evaluated CallFire, CallHub, CloudTalk, and PhoneBurner, but unlike DCDial, none of them offer Click Campaigns that require us to press each phone number manually (non-automated dialing) to dial a specific person and ensure compliance at the same time. As the debt collection agency, we have to make sure we are fully compliant.

• 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

• Our team managed to eliminate the number of unproductive calls.
• We were able to increase agent connection rates.
• Inbound callers are happy now because they don't have to wait in a queue (decreased customer wait time).