Calabrio ONE

Overview

Reviews

Calabrio WFM, I appreciate you!

7
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 WFM v9.3

7
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 …

Calabrio One Intuitive by Design

9
Calabrio One has allowed our company to listen and evaluate over 5,000 calls a month. Our quality assurance department uses Calabrio as …
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Calabrio ONE Review

9
Our quality assurance team utilizes Calabrio to evaluate calls that our counselors are making. This helps us to uphold GCU's policies, …

Optimization of schedules

9
Calabrio is an evolving product and has many built in tools. I will only mention a few. We are currently using the Calabrio product for …

Calabrio - It's Worth It

9
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

Calabrio ONE Video

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Calabrio ONE Downloadables

Calabrio ONE Competitors

Calabrio ONE Technical Details

Deployment TypesOn-premise, SaaS
Operating SystemsWindows
Mobile ApplicationNo

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Frequently Asked Questions

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.

Who uses Calabrio ONE?

The most common users of Calabrio ONE are from Enterprises and the Higher Education industry.

Reviews

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