#1 most frequent
United States of America
73.7%28 installations of 38
What is Calabrio ONE?
Calabrio ONE is an integrated suite of workforce performance and contact center intelligence tools that brings together workforce management, quality management, interaction analytics, and performance coaching.
Categories & Use Cases
Media
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Screenshot of Calabrio Conversation Intelligence
Who Buys & Uses Calabrio ONE
#1 most frequent
Health Care and Social Assistance
23.7%9 installations of 38
“It helps address staffing needs and allows us to forecast service needs more accurately.”
#2 most frequent
Manufacturing
18.4%7 installations of 38
“WFM, Performance management, Quality assurance, and Analytics.”
#3 most frequent
Finance and Insurance
15.8%6 installations of 38
“We use Calabrio ONE to manage our workforce. We use it for scheduling shifts for our agents, scheduling development activities and other off phone time, saving us lots of time and preserving our service level metrics.”
#2 most frequent
Canada
7.9%3 installations of 38
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
7.9%3 installations of 38
Pros
- Accurate forecasting for staffing and call center planning
- Robust scheduling features, including agent self-service and supervisor efficiency
- Comprehensive quality management tools for evaluations, calibration, and automated monitoring
Cons
- Challenges with building and customizing reports and dashboards
- Complexity and limited flexibility in Workforce Management (WFM) setup and scheduling
- User interface issues, with some functions perceived as complicated or not user-friendly
Impressed with Calabrio ONE
Use Cases and Deployment Scope
We are currently implementing the Calabrio ONE solution. We are mostly done with the Call Recording/QM portion and will be kicking off the Analytics portion next week. The Call Recording/Qm portions are a big upgrade from what we had and the user interface is very easy to use. We plan on enhancing our QM program with the AQM and BYOQ pieces to not only enhance the QM but also to score the vast majority of your contacts rather than a very small sampling. The analytics will be used to determine where we are at, so that moving forward, we have a better feel for what direction to go in based on that data. We are also looking to make business process improvements and offer better service through the analytics findings. The automation of notes is also something we are very excited to leverage. It will save substantial time on our ACW/AHT KPI's as well as provide more consistency in the notes that are being put into our CRM.
Pros
- AQM, very impressed with the accuracy of the scoring so far and the comments that AQM provides
- Automation of notes makes us more efficient and provides more consistency in the notes in our CRM
- The analytics will provide us with data and insights that we could have never uncovered through manual analysis
Cons
- Allow customers to collect data on AQM forms without putting a score to that data.
Return on Investment
- Targeting 90 seconds savings on manual notes, which is substantial. Those savings will allow us to handle more contacts without adding staff.
- Analytics will give us insights that allow us to make more educated decisions on future direction and provide data to make adjustments to improve both the Customer and Agent experiences.
Usability
Other Software Used
Five9
Calabrio ONE Review
Use Cases and Deployment Scope
Centralized place for WFM and QM. The new WFM product is worlds better than the classic version. The schedule optimization feature, built-in Insights, and the list goes on and on.
Pros
- WFM, intraday schedule, PTO improvements, overtime offerings.
- QM, evaluation form manager is pretty intuitive.
Cons
- Maybe rolling out a new QM/QA, or integrating the module hierarchy into the QM/QA side of house.
Return on Investment
- Calabrio ONE has improved our forecasting ability, where we didn't have the data (or easy access to it) in the past, is now available in canned reports or custom built reports through Insights.
- Schedule availability to the entire call center. The introduction of the new WFM version has given us the ability for colleagues to easily see who is working that day versus not.
Usability
Other Software Used
Twilio, Salesforce Agentforce Financial Services
Workforce Management Workhorse.
Use Cases and Deployment Scope
Calabrio is the WFM workhorse for our call center. It helps us address staffing in a hybrid work environment with many skill sets.
Pros
- Absence requests.
- Self-scheduling breaks.
- Staffing changes through multiple skills.
Cons
- Out of Adherence alerts.
- Mobile app.
Return on Investment
- Flexibility for agents through shift swaps and self-scheduling reduced absence requests for partial days.
- More accurate use of our staffing.
Usability
Other Software Used
Talkdesk, Dayforce
Great product.
Use Cases and Deployment Scope
We use it for workforce management and quality. It helps address staffing needs and allows us to forecast service needs more accurately.
Pros
- Real time adherence monitoring.
- Forecasting accuracy.
- Scheduling
Cons
- Forecasting hours vs scheduling hours needs improvement. We have more scheduled hours, and the service level is forecast to be below the goal.
- Better reporting. Having to go through multiple reports to find information that belongs together makes reporting tedious.
- Better exporting options. We need to export as a CSV and it is no longer an option.
Return on Investment
- It has allowed us to better assess our current shrinkage and determine staffing needs.
Usability
Alternatives Considered
Five9 WFO
Calabrio ONE Review
Use Cases and Deployment Scope
We utilize Calabrio ONE, contact recording and reports. This provides us scheduling, workforce optimization, contact recording, and quality reviewing, along with reporting to identify trends metrics and more.
Pros
- Ease of use for agents to see schedule, requests time off and adjust scheduling
- Easy to adjust scheduling for agents from a supervisor or higher level perspective
- Identify if we are on track to meet SLAs
Cons
- Built in reporting functions are difficult to use and understand
- Building reports is often difficult to identify the right data to select to get the metrics or info you want
- Every new function requires a new subscription level and what we originally purchased from the company and what was included has changed so much that a lot of the original stuff we asked for is not included anymore unless we pay more
Return on Investment
- Positive - we have been able to better adjust our workforce to meet business need
- Negative - we are missing contact recordings that we expect to be there due to system issues
Usability
Other Software Used
Avaya Communications API, Microsoft Teams, Citrix Gateway
