Calabrio ONE Reviews

20 Ratings
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Score 8.5 out of 100

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Reviews (1-11 of 11)

Gaye Stone | TrustRadius Reviewer
November 14, 2018

Calabrio ONE WFM v9.3

Score 7 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
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Daniel Acosta | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
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Beth Bax | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
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Joel Severson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We are currently using Calabrio ONE Quality Management (QM) company wide - with a few exceptions here and there. It helps address legal issues involving claims and statements pertaining thereto. We also have a couple of departments using the WorkForce Management portion of their suite as well. That has helped us get scheduling issues worked out and hammered down more directly and allowed us to focus our resources in other areas.
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Nathaniel Brown | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
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Sara de la Fuente | TrustRadius Reviewer
June 08, 2017

Calabrio ONE Review

Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
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Piero Troia | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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 our workforce and [quality management] needs. [It's also used for] schedule optimization and quality assurance. It provides the ability to manage workflows. It allows the administrators to set up automatic PTO approval with the ability to fully customize it to meet our company's needs. The breaks and lunches are scheduled based on historical data and a set of rules. I use the [quality management] side tp review recorded calls, quality scores, and for live monitoring. On a daily basis, I like to review the day prior reports which allow me to get a clear picture of service level, agent performance, calls handed and offered etc. This allows me to evaluate the amount of staffing needed and lets me plan ahead.
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Josie Trimnal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Calabrio ONE is used within our organization for quality management through call evaluation. The application is used in all areas of our organization for call recording and coaching purposes. Calabrio ONE assists with ensuring excellent customer experience in all contacts.
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Calabrio ONE Scorecard Summary

About 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

Has featureCustomizable, widget-based dashboards
Has featureRecord 100% of calls to comply with industry regulations or business rules, settle transaction disputes and defend against litigation
Has featureAdvanced 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
Has featureSecure, encrypted storage and playback
Has featureCalabrio’s unique 100 percent recording verification keeps users a step ahead of issues that could keep them from missing a critical call
Has featureCustomizable evaluation forms support multichannel quality assurance
Has featureScreen capture for a holistic view of each interaction
Has featureManual and automated pause and resume options support PCI, HIPAA or other compliance efforts at no additional cost
Has featureMeasure agent performance (including script and compliance adherence) and identify areas of improvement
Has featureSupport for leading post-call survey systems
Has featureStaffing Forecasts can be modeled using historical data from one day to over a year
Has featureDrag and drop schedule editing lets users make quick and easy changes, preview performance impact and put changes into production
Has featureDynamic Scheduling, Calabrio’s modern approach to shift-bidding, aligns agents’ scheduling desires with the staffing needs of the business
Has featureIntraday 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
Has featureDynamic Availability lets agents indicate their availability to work making it easier for WFM professionals to create schedules that agents like
Has featureOptimize agent break and lunch assignments in order to better utilize staff for better coverage
Has featureVacation planning tools synchronize time-off accrual and vacation allotments
Has featureIntegration with human resource systems (HRMS) to capture vacation and sick leave in enterprise staffing systems
Has featureStrategic planning uses historical data to create long-range staffing forecasts
Has featureWeb-based platform allows agents to see their schedules from anywhere with mobile device
Has featureScales from five to 50,000 agents
Has featureCalabrio is the only workforce optimization provider to integrate speech, desktop, and text analytics into a single, unified suite
Has featureAnalyze 100% of your customer interactions for a comprehensive view of the customer journey
Has featureOmnichannel text analytics reveals insights in any text-based customer data including emails, chats, social media, surveys, and more
Has featurePre-configured analytics tools—like Predictive Net Promoter Score (NPS), Predictive Evaluations, and Agent Benchmarking
Has featureRich data visualizations like phrase-clouds and interactive charts show a holistic view of the customer journey.
Has featureCreate 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 Competitors

Pricing

  • Does not have featureFree Trial Available?No
  • Does not have featureFree or Freemium Version Available?No
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?Optional

Calabrio ONE Support Options

 Paid Version
Phone
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar
Technical Documentation
User Events
In-person and Remote Training Courses

Calabrio ONE Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows
Mobile Application:No