TrustRadius
Calabrio One is a workforce optimization (WFO) platform for call centers, combining workforce management with call recording and analytics, from Calabrio headquartered in Minneapolis, MN.https://dudodiprj2sv7.cloudfront.net/product-logos/bs/Mi/E8GJU5WQ2EJT.PNGCalabrioCalabrio ONE WFM v9.32018-11-14T19:38:58.632ZCalabrio One is being used by a few departments, not company-wide. We have both AQM and WFM modules. I don't regularly use AQM, so this review is for WFM only. I have been using it since mid-year 2016. We replaced our prior WFM software with Calabrio as part of a multi-system upgrade in Dec 2015. There are some positives and some negatives switching from our former WFM software to Calabrio. Part of the problem is we have an older version of Calabrio WFM. I believe the newer version(s) will rid me of some work-arounds I've had to create when we changed software. We are due to upgrade to a newer version in Dec 2018.,The Copy Schedule feature has definitely been a plus. We did not have that feature in our former WFM software.
The particular window views for the Scheduler Role are more aesthetic/user friendly than our former WFM software.
Being able to add activities, exceptions or projects in as little as 5 minute increments is a plus.,Our Version 9.3 needs a lot of improvement with sorting, filtering capabilities that I believe later versions address.
Version 9.3 does not send notice emails to agents when a schedule has been changed. Our former software did. I believe newer versions have this feature.
No "what if" function or module to test schedules/forecasts without Agents seeing their own schedules. If you want to "play with" scenarios, you have to use a time frame/schedule far into the future to prevent Agents from seeing this. I don't believe any of the newer versions have addressed this problem/issue.
Agents are not able to submit Shift Preferences in Calabrio. Our former WFM software had that capability. Now I have to record Agents' preferences on an Excel spreadsheet and schedule regular intervals for which they can submit their preferences.,7,Negative: I've had to create more workarounds and scheduling seems to be more time consuming. However, it has had a positive effect in that some processes have been improved because of the workarounds.
Positive: Our former WFM software was not upgraded regularly. We have planned upgrade(s) for Calabrio. I'm looking forward to seeing the improvements made with the newer version.
Positive: Calabrio's customer service has been a plus. I believe they listen to what their customers are saying, even when it may be painful, and seem to always be striving to improve their product, and maintain good customer service.Gaye StoneCalabrio ONE... The multidisciplinary tool you were looking for!2018-11-12T17:04:43.220ZCalabrio ONE is being used in our organization by some departments, with plans to have several more use it in 2019. Since we have several different lines of business, the applications are different. Some use it for first call resolutions opportunities, some for compliance, staffing, forecasting, call recording, and quality assurance. The list goes on. Being able to quickly identify those areas of concern is a big item for us, as well as being able to staff accordingly to maximize our customer experience and minimize agent burnout.,Call recording is very easy to navigate and find the calls you are looking for without complicated filters.
Planning (Forecasting, Staffing) - The fact that within 5 minutes you can run a forecast, schedule, and know what your needs are... AMAZING!!
Analytics are very intuitive. It is easy to create dashboards so your information is more "digestible," which is a big win. We're still pushing the limits to see what else we can get out of it.
Workflows... they sure make your job that much easier!,Reporting I think could be a little more robust, but then again, they do have Calabrio advanced reporting. We are not using it at this time, but it is on my wishlist. The reporting that comes with it is still pretty decent. You can create some good reports for high level information from your automatic call distributor data, but for the Calabrio Data, it is really good. I wish it would have more ways to summarize the information instead of interval. Having that option would be nice.,10,I think one of the biggest things it brings to the table is helping your staffing, i.e. being able to staff appropriately for the right shifts, rather than guessing. Also, being able to identify issues that can potentially lose you a client, or avoid a much bigger issue by identifying compliance areas.,NICE Workforce Optimization and Verint Workforce OptimizationDaniel AcostaRegional Sales Manager Of A Fortune 200 Company2018-11-06T20:49:32.227ZWe use Calabrio to monitor phone calls (states permitting) across all of sales. It helps us with customer satisfaction, and also with coaching account managers to have better conversations with their contacts.,A customer called, said they wanted to place an order, we placed the order, then came back and said they never ordered the product. We were able to go back in the system and pull the phone records to show that they made the call.
When working with a younger tenured account manager, we were able to go back and listen to old calls to make improvements for future calls.,There aren't any areas of improvement I can think of at this time. Maybe some changes to the interface, but nothing pressing at the moment.,9,Positive impact has been better phone calls for our sales reps based on feedback provided. We have also launched pitch competitions, which have had a huge ROI within our partner community.,,LearnCore, Microsoft Office 2016, WebEx MeetingsJoshua DonnCalabrio One Intuitive by Design2017-06-01T21:58:22.211ZCalabrio One has allowed our company to listen and evaluate over 5,000 calls a month. Our quality assurance department uses Calabrio as their main system for daily use. We also train all new employees on the use of Calabrio, so they can also listen to their calls and view their scored evaluations.,Calabrio focuses on the needs of the customer. They really want to know how they can advance their product.
Calabrio has made it easy for our end-users to be involved in the QA process. Agents regularly are in Calabrio listening to their calls and reviewing their evaluations.
Love the Calabrio Champions Network that gives all users a way to stay in touch with new happenings in the IT world as well as within Calabrio.,Reporting, we often pull reports directly from the Recording Tab since it allows for more data.
Goals, we are currently working tandem with Calabrio to create a way for Goals to work for our organization.
I would like to see a few small changes with how the hierarchy is set up when creating teams and groups within the system.,9,We have seen a positive impact in how often our managers and agents utilize the system.
We have been able to see an increase in evaluations and a decrease in the time it takes to complete an evaluation.
We had a few instances when Calabrio would freeze or stop recording calls. After spending many months with Calabrio's engineers we were able to locate and fix the issue.,NICEBeth BaxThe Quality Management (QM) Company of the future!2017-05-23T21:52:54.336ZWe are currently using Calabrio ONE Quality Management (QM) company wide - with a few exceptions here and there. It helps address legal issues involving claims and statements pertaining thereto. We also have a couple of departments using the WorkForce Management portion of their suite as well. That has helped us get scheduling issues worked out and hammered down more directly and allowed us to focus our resources in other areas.,Quality Management (call recordings, evaluations of said calls) is an area where Calabrio has done a particularly good job. It is a solid product and they continue to refine it.
Customer Service - since we purchased the product, customer service has always been spot on for Calabrio - they have worked hard to ensure their existing customers remain happy while continuing to evolve and bring on new customers.
Innovation - with their ear to the ground, so to speak, Calabrio forges ahead and does a great job of implementing features per customer requests and makes every effort to ensure the needs are taken care of either via API or upgrade feature.,WorkForce Management - it has recently come to my attention that the people in my company who are using the WFM portion of the suite are less happy with it. Apparently the reporting features and exact requirements needed are not being met by the product.
Fail over functionality for on-prem SQL configurations is completely lacking. It is our one weak spot in the Calabrio ONE chain.
Contact with customers. I know that sounds weird for a company who prides itself on its ability to listen and strengthen customer relations - but sometimes within a company (mine) there is less than "quality communication" between IT and business ends of the company. Calabrio does a great job talking with IT, but I think our business side has missed having the same quality of service - may be due to our own failures at communication. Not sure, honestly.,9,In just the recording features, Calabrio ONE has paid for itself, time and time again.
With WorkForce Management, scheduling has gotten 10 times better as well.
There are some aspects of WorkForce Management that need tweaking - maybe just as it relates to our environment, but the reporting for it could be better.,,Microsoft Office 365Joel Severson
Windows
Calabrio ONE
13 Ratings
