TrustRadius Insights for Calabrio ONE are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Recommendations
From the reviews, users commonly recommend the following:
Understanding functional needs and involving the operations team in the demo. It is important to have a clear understanding of the operational requirements and involve the team in the software demonstration process.
Improving customization and reporting capabilities. Users suggest creating wizard processes for custom reporting and quality assurance scoring metrics. Additionally, they recommend adding Data Explorer for custom reports and analytics to enhance reporting capabilities.
Providing thorough training and support. Users advise recording training sessions for future reference due to the amount of information to learn. They also recommend being as involved as possible in the integration process, asking questions, and working with technicians to set up Calabrio ONE according to specific needs. It is critical to understand licensing models, maintenance support financials, and read through documentation.
Calabrio ONE helps with time keeping in my organisation, it helps to create schedules that are easy to understand and are easy to follow. Calabrio ONE helps with organising schedules to ensure the right number of agents with the right skills are available at the right time, which reduces over/understaffing and operational cost.
Pros
Resolves inefficient scheduling
Helps to organise work schedules
Help organise meeting and set reminders
Cons
Limitations in data analysis
Slow perfomance with large datasets
Some scheduling functions require numerous manual steps
Likelihood to Recommend
Calabrio ONE is suited for time keeping, maintaining agent schedules and setting reminder for daily activities.
We use Calabrio ONE to communicate each of our employees' schedules and days off. Some issues we may face as a business are employees not being scheduled how they want or wish. Another issue is employees had to send us emails with their preferred shift or day off and this is time-consuming and causes delays. With Calabrio ONE, employees are now able to view each other's schedules and submit shift trade requests. The request is immediately sent to the other party and once accepted the immediate supervisor is acknowledged and can either accept or decline.
Pros
Submit shift trade requests.
At home access.
Very user friendly.
Cons
Requests are automatically declined with supervisor's acknowledgement.
Automatically changes schedules.
Likelihood to Recommend
Calabrio ONE is very useful for large organizations when it comes to outlining different work schedules. I would deficiently recommend this as this will assist with the smooth sailing of the organization. This would be a plus as employees will be more organized and informed of their respectful schedules and days off.
It was being used by our Customer Service team. It addressed the CS WFM in general ie Inbound forecasting for our multi channeled CS support
Pros
Forecasting
RTA
Scheduling
Cons
Scheduling a group of agents for a type of off-queue activity wasn't a function
An FTE projection as per SLA
A more in-depth training modules could help
Likelihood to Recommend
Their forecasting module is great and is ready for a multi-channeled contact center from a scheduling perspective. I like how they automatically schedule a particular skill based on the staffing demand for hybrid agents and how they put up multiple views on the Forecast vs Actual report. Kudos!
We use Calabrio ONE to schedule when all employees take their breaks depending on business needs. Calabrio ONE is also a platform to create time off and trade requests. It also tracks our break adherence.
Pros
Creating consistent schedules
Having a process to create trade and time off requests
Cons
The process to request time off or a trade request is a little confusing and I wish it could be simplified or reworded.
Likelihood to Recommend
Calabrio ONE is a good tool for our business because it's a call center and we receive calls all day, so the program uses an algorithm to hypothesize when we will get the most calls during the day and when there's an availability for more people to leave the floor and go on break.
We use it primarily for audio and screen recordings for our call centers. Those calls get evaluated for quality control and regulation purposes. It is basically used as a QM product for us.
Pros
The audio and screen recordings are done well at least with the collaboration with the Cisco platform.
The platform is stable and does not fail much. The most resilient program for screen capture I have seen so far and I have used four platforms for QM.
It is customizable and management of the platform is not that difficult.
Cons
The platform at my current levels does not support NAT, not sure if the latest versions do.
The service when running is resilient but can fail to start up sometimes, especially when there are windows updates that happen. A delayed service start did the trick for us regarding this disadvantage.
The storage of files could have a better file structure based on date/time.
Likelihood to Recommend
If you are looking for an in house resilient product that does screen recordings well, this is your product. It works well with Cisco
Calabrio 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.
Pros
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.
Cons
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.
Likelihood to Recommend
There is no way to revise/update an Agent's schedule for one week at a time. The Views are nice: you can see a Day View or Week View, but are unable to edit in the View Mode. The Month View I found nearly useless as it does not show enough detail. I don't use it. It is wasted space. Using the dashboard for real time adherence is fine if you are just checking on a few Agents, but you are unable to view more than about 10 Agents at a time without having several small windows. Because of that, the dashboard is useless to me. I do like the Copy Schedule Activities function, as well as the Copy Work Shift function. Both of those functions have saved me time.
Calabrio 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.
Pros
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!
Cons
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.
Likelihood to Recommend
One of the things like I like about Calabrio ONE is the fact that you can use it in different scenarios: you can have it in your help desk, we have a Nurse triage that uses it... I honestly cannot think of a scenario where this tool cannot be used. If you think you cannot use it, you are not being creative enough.
We 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.
Pros
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.
Cons
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.
Our quality assurance team utilizes Calabrio to evaluate calls that our counselors are making. This helps us to uphold GCU's policies, procedures, and service standards.
Pros
Great customer service!
They listen to our feedback to implement new feature requests.
They hold a convention each year which provides educational and networking opportunities.
Cons
It would be great to see Calabrio add a feature for chat teams. We can create an evaluation for those on our chat team but we have to view the actual chat interactions in a different system.
Likelihood to Recommend
I spend my entire day working out of Calabrio ONE. It is easy to navigate, great for pulling data/analytics, the customer support has been amazing, and the system is continuously rolling out new features. The slow down feature has been helpful when listening to valuable information that may be stated too quickly by the caller. The speed up feature is great when listening to long durations.
Calabrio 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.
Pros
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.
Cons
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.
Likelihood to Recommend
Calabrio has been great for our education environment. We have the ability to access live calls, recorded calls and evaluate based on the duration of calls. I would like to see the Reporting tab transformed and allow for more customizable reports. Overall, we have had success with Calabrio and we look forward to our partnership.
