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Dedication to Customer Satisfaction: Users consistently praise Calabrio for their commitment to customer satisfaction. Many reviewers have …
Overview
What is Calabrio ONE?
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.
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What is Calabrio ONE?
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.
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What is Calabrio ONE?
The Calabrio ONE® software suite empowers organizations with easy-to-use tools that aim to provide a better understanding of the customer, based on analytic insights into their customer service contact center. According to the vendor, every customer interaction yields insights that expand customer-consciousness, for the service reps as well as the CEO, which the vendor says is important for driving growth and long-term corporate prosperity.
Calabrio solutions are built on an intuitive, web-based architecture that allows users to position their contact center as an epicenter for customer insight. Calabrio has been named “Leader” by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2015). The company is also a member of the Cisco Solution Partner Program and the Avaya DevConnect program.
Calabrio solutions are built on an intuitive, web-based architecture that allows users to position their contact center as an epicenter for customer insight. Calabrio has been named “Leader” by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2015). The company is also a member of the Cisco Solution Partner Program and the Avaya DevConnect program.
Calabrio ONE Features
- Supported: Customizable, widget-based dashboards
- Supported: Record 100% of calls to comply with industry regulations or business rules, settle transaction disputes and defend against litigation
- Supported: Advanced call query options and powerful metadata tagging let users search among hundreds of thousands of logged interactions and play back relevant recordings quickly and easily
- Supported: Secure, encrypted storage and playback
- Supported: Calabrio’s unique 100 percent recording verification keeps users a step ahead of issues that could keep them from missing a critical call
- Supported: Customizable evaluation forms support multichannel quality assurance
- Supported: Screen capture for a holistic view of each interaction
- Supported: Manual and automated pause and resume options support PCI, HIPAA or other compliance efforts at no additional cost
- Supported: Measure agent performance (including script and compliance adherence) and identify areas of improvement
- Supported: Support for leading post-call survey systems
- Supported: Staffing Forecasts can be modeled using historical data from one day to over a year
- Supported: Drag and drop schedule editing lets users make quick and easy changes, preview performance impact and put changes into production
- Supported: Dynamic Scheduling, Calabrio’s modern approach to shift-bidding, aligns agents’ scheduling desires with the staffing needs of the business
- Supported: Intraday Dynamic Scheduling helps schedulers to resolve unforeseen changes in staffing requirements (like absenteeism, inclement weather or news incidents) by offering overtime or voluntary time off
- Supported: Dynamic Availability lets agents indicate their availability to work making it easier for WFM professionals to create schedules that agents like
- Supported: Optimize agent break and lunch assignments in order to better utilize staff for better coverage
- Supported: Vacation planning tools synchronize time-off accrual and vacation allotments
- Supported: Integration with human resource systems (HRMS) to capture vacation and sick leave in enterprise staffing systems
- Supported: Strategic planning uses historical data to create long-range staffing forecasts
- Supported: Web-based platform allows agents to see their schedules from anywhere with mobile device
- Supported: Scales from five to 50,000 agents
- Supported: Calabrio is the only workforce optimization provider to integrate speech, desktop, and text analytics into a single, unified suite
- Supported: Analyze 100% of your customer interactions for a comprehensive view of the customer journey
- Supported: Omnichannel text analytics reveals insights in any text-based customer data including emails, chats, social media, surveys, and more
- Supported: Pre-configured analytics tools—like Predictive Net Promoter Score (NPS), Predictive Evaluations, and Agent Benchmarking
- Supported: Rich data visualizations like phrase-clouds and interactive charts show a holistic view of the customer journey.
- Supported: Create a dedicated dashboard for business problems like customer retention, brand awareness, upsell and cross-sell opportunities, or script adherence and compliance.
Calabrio ONE Screenshots
Calabrio ONE Video
Visit http://calabrio.com to watch Calabrio ONE video.
Calabrio ONE Competitors
Calabrio ONE Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows |
| Mobile Application | No |
Calabrio ONE Downloadables
Frequently Asked Questions
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.
Verint Workforce Engagement (discontinued) and Genesys Multicloud CX (discontinued) are common alternatives for Calabrio ONE.
The most common users of Calabrio ONE are from Enterprises (1,001+ employees).
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Reviews and Ratings
(33)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- 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.
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Reviews
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June 14, 2021
Calabrio WFM, I appreciate you!
Score 7 out of 10
Vetted Review
Verified User
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
- Forecasting
- RTA
- Scheduling
- 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
- Forecasting
- Scheduling
- RTA
- Scheduling efficiency
- Forecasting accuracy resulted to a more accurate staffing cost projection
We actually switched to Verint Monet thinking that they will stack up against Calabrio but I guess it was a bad decision.
110
Customer service
1
A WFM person and our IT team
- WFM person
- Team managers
- Customer Service agents
- Hybrid agents that can be scheduled per each skill that they're trained to do. This made our contact center more efficient
- Using the scheduling function for other departments
- Hopefully for our Social media team
Yes
Verint Monet. Honestly, it was not a good move to switch after discovering the functionalities that Calabrio ONE has vs Verint Monet.
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
It was mostly of the forecasting and scheduling functionalities that got us partnered with them
I should've stayed with Calabrio/Teleopti
- Implemented in-house
- I wasn't part of the implementation but seem that the full functionalities weren't being used until I took over
No, I didnt know if there's any
Yes
No it wasn't resolved until we've given up. It was our Email support volume data feed that keeps on recurring.
When their WFM evangelist helped me understand some forecasting concerns that we're having. Dave Hoekstra was really a guru!
- Forecasting
- Scheduling
- RTA modifications
- Publishing of schedules takes time
Yes, but I don't use it
November 14, 2018
Calabrio ONE WFM v9.3
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.
- 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.
- 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.
May 19, 2017
Calabrio's strengths and weaknesses
We use Calabrio to monitor calls and as the forecasting, scheduling and reporting system for our contact center. Calabrio is used to forecast upcoming customer volume, monitor the quality of the contact that we have with our customers and to report on many of the key metrics within our contact center.
- Calabrio's greatest asset is it's simplicity and usability. We are able to quickly train employees on the usage of the software and have them up and running on certain functions within day of introducing it to them.
- The intra-day staffing in the WFM module does a good job of tracking intra-day volume patterns that would be tedious to track in a spreadsheet.
- The dashboards in Kronos gives agents a quick view of many of the stats that they will be measured against.
- Calabrio's scheduling module has room for improvement. I recommend adding options that will allow you to quickly add or delete multiple exceptions for a group or an individual.
- Calabrio should add an option the will automatically optimize existing breaks and lunches based on the schedule rules and updates to schedules since they were initially published.
- I'd like to have a feature in Calabrio that will automatically approve or deny employees requests for vacation based on the staffing number and other staff rules that are set.
- For shift bidding, I'd like to have the option to create several schedule types and have Calabrio create the best coverage based on the available staff and the existing forecast.
- In my practice, I have found that some reports have stats that should be weighed but are presented as a standard average (arithmetic mean) instead.
- I'd like to have granular reporting on staff shrinkage that has occurred in the past so that I can use that data for future staff planning.
- A positive return that we have had is the ability to see the portion of the day that we are likely to be over and under staffed and use that data to modify schedules to allow for overtime or additional time off of the phones.
- A negative impact that we have had is the additional use of WFM man hours to manually make changes to individual schedules since there is not a good option to quickly adjust several simultaneously.
- Being able to monitor agent calls and activity has given us the ability to retain and promote high performing agents and remove agents that are not well suited to the contact center.
I have approximately a decade of experience using the aspect Workforce management software package. aspect has many power user functions that are not available in Calabrio. The strength of aspect is that is has extensive power user options. The drawback to aspect is that to be a proficient user of the software will take many months of hands on training. I often find myself comparing the pro/cons of the two solutions. That being said, I'd like to see Calabrio add more automation that will remove the need to perform many tasks that at the moment must be done manually.