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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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Product Details
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- Tech Details
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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.
Attribute Ratings
Reviews
(1-12 of 12)Companies can't remove reviews or game the system. Here's why
February 23, 2022
My Calabrio ONE Review
Score 9 out of 10
Vetted Review
Verified User
- More effective work schedules.
- Better communication.
- Greater outcome.
June 14, 2021
Calabrio WFM, I appreciate you!
Score 7 out of 10
Vetted Review
Verified User
- Scheduling efficiency
- Forecasting accuracy resulted to a more accurate staffing cost projection
June 25, 2019
Calabrio ONE is a great tool for businesses!
- It's helped our business run smoothly
February 08, 2019
A reliable and resilient in-house product with good Support
- It worked well for a client/call center that needed 100% call recordings. Now, it did not achieve 100% but it was pretty close and saved us penalty fees in general by meeting our SLAs.
November 14, 2018
Calabrio ONE WFM v9.3
- 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.
November 12, 2018
Calabrio ONE... The multidisciplinary tool you were looking for!
- 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.
November 06, 2018
Regional Sales Manager Of A Fortune 200 Company
- 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.
June 08, 2017
Calabrio ONE Review
Score 9 out of 10
Vetted Review
Verified User
- Managers and counselors find the system to be user-friendly.
June 01, 2017
Calabrio One Intuitive by Design
Score 9 out of 10
Vetted Review
Verified User
- 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.
- 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.
May 19, 2017
Calabrio's strengths and weaknesses
- 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.
May 19, 2017
Calabrio - It's Worth It
Score 9 out of 10
Vetted Review
Verified User
- We are currently working on meeting our business objectives through the use of Calabrio.