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Calabrio ONE

Calabrio ONE

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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Recent Reviews

TrustRadius Insights

Dedication to Customer Satisfaction: Users consistently praise Calabrio for their commitment to customer satisfaction. Many reviewers have …
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Calabrio WFM, I appreciate you!

7 out of 10
June 14, 2021
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
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Calabrio ONE Review

9 out of 10
June 08, 2017
Our quality assurance team utilizes Calabrio to evaluate calls that our counselors are making. This helps us to uphold GCU's policies, …
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Calabrio - It's Worth It

9 out of 10
May 19, 2017
Calabrio ONE is used within our organization for quality management through call evaluation. The application is used in all areas of our …
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Pricing

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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.

Entry-level set up fee?

  • Setup fee optional

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

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 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

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Calabrio ONE Video

Visit http://calabrio.com to watch Calabrio ONE video.

Calabrio ONE Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows
Mobile ApplicationNo

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.

The most common users of Calabrio ONE are from Enterprises (1,001+ employees).
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Comparisons

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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!

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.

Attribute Ratings

Reviews

(1-1 of 1)
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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
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!
  • 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.
Talkdesk, Microsoft Teams, Jira Service Management (Jira Service Desk), Atlassian Confluence
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
Because I think they're ready for a multi-skilled contact center support or OMNI
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 don't have as I wasn't part of the implementation
Because, it took them time to coordinate back some updates for us when we had to report a few major issues. ie Volume data feed for our Email support/channel. I like the webinars, however to keep the community alive. I hope they improve the training modules too and how they training new WFM guys as part of their package.
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!
It would've been a higher rating if they're able to partner up with other platforms like Liveperson chat support and have a better sense of urgency when it comes to resolving issues
  • Forecasting
  • Scheduling
  • RTA modifications
  • Publishing of schedules takes time
Yes, but I don't use it
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