My Calabrio ONE Review
Rating: 9 out of 10
February 23, 2022
JW
Vetted Review
Verified User
3 years of experience
- Submit shift trade requests.
- At home access.
- Very user friendly.
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.
Learn from top reviewers
My Calabrio ONE Review
Rating: 9 out of 10
February 23, 2022We use Calabrio ONE to communicate each of our employees' schedules and days off. Some issues we may face as a business are employees not being scheduled how they want or wish...
Calabrio WFM, I appreciate you!
Rating: 7 out of 10
June 14, 2021It was being used by our Customer Service team. It addressed the CS WFM in general ie Inbound forecasting for our multi channeled CS support
Verified user
Manager
2 years of experienceCalabrio ONE is a great tool for businesses!
Rating: 9 out of 10
June 25, 2019We use Calabrio ONE to schedule when all employees take their breaks depending on business needs. Calabrio ONE is also a platform to create time off and trade requests. It als...
A reliable and resilient in-house product with good Support
Rating: 10 out of 10
February 8, 2019We use it primarily for audio and screen recordings for our call centers. Those calls get evaluated for quality control and regulation purposes. It is basically used as a QM p...
Usama Ahmed
Engineer - Information Technology
Network Engineer II
Systems and Methods Inc
4 years of experienceCalabrio ONE WFM v9.3
Rating: 7 out of 10
November 14, 2018Calabrio 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 usi...
Gaye Stone
Analyst - Customer Service
Customer Service Analyst/Scheduler
Tucson Electric Power
2 years of experienceCalabrio ONE... The multidisciplinary tool you were looking for!
Rating: 10 out of 10
November 12, 2018Calabrio 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 appl...
Daniel Acosta
Engineer - Information Technology
Applications Analyst III - Call Center
Houston Methodist
8 years of experienceRegional Sales Manager Of A Fortune 200 Company
Rating: 9 out of 10
November 6, 2018We use Calabrio to monitor phone calls (states permitting) across all of sales. It helps us with customer satisfaction, and also with coaching account managers to have better ...
Calabrio ONE Review
Rating: 9 out of 10
June 8, 2017Our 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.
Sara de la Fuente
Employee - Quality Assurance
Quality Assurance, Grand Canyon University
Independence University
3 years of experienceCalabrio One Intuitive by Design
Rating: 9 out of 10
June 1, 2017Calabrio 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 als...
Beth Bax
Director - Quality Assurance
Assistant Director of Quality Assurance
Grand Canyon University
3 years of experienceOptimization of schedules
Rating: 9 out of 10
May 31, 2017Calabrio 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] ...
The Quality Management (QM) Company of the future!
Rating: 9 out of 10
May 23, 2017We 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 ...
Joel Severson
Administrator - Information Technology
Server System Administrator
ACCC Insurance Company
2 years of experienceCalabrio's strengths and weaknesses
Rating: 6 out of 10
May 19, 2017We 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...
Nathaniel Brown
Supervisor - Other
Supervisor of Workforce Management
City of Atlanta
1 year of experienceCalabrio - It's Worth It
Rating: 9 out of 10
May 19, 2017Calabrio 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 co...
Josie Trimnal
Employee - Quality Assurance
Operations Quality Analyst - Calabrio Administrator
Grand Canyon University
3 years of experience
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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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- Setup fee optional
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Verint Workforce Management?
Verint® Workforce Management™ (WFM) is a cloud application that uses automation to simplify forecasting and scheduling of employees and bots across the enterprise, including contact centers, back offices and branch/service locations. The solution scales to accommodate a varying number of…
What is Talkdesk?
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
Product Details
- About
- Competitors
- Tech Details
- Downloadables
- FAQs
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).
Comparisons
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Reviews and Ratings
(39)
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.
Reviews
(1-13 of 13)Companies can't remove reviews or game the system. Here's why
Calabrio WFM, I appreciate you!
Rating: 7 out of 10
June 14, 2021
Verified User
Vetted Review
Verified User
2 years of experience
- Forecasting
- RTA
- Scheduling
Calabrio ONE is a great tool for businesses!
Rating: 9 out of 10
June 25, 2019
AL
Vetted Review
Verified User
- Creating consistent schedules
- Having a process to create trade and time off requests
A reliable and resilient in-house product with good Support
Rating: 10 out of 10
February 08, 2019
UA
Vetted Review
Verified User
4 years of experience
- The audio and screen recordings are done well at least with the collaboration with the Cisco platform.
- The platform is stable and does not fail much. The most resilient program for screen capture I have seen so far and I have used four platforms for QM.
- It is customizable and management of the platform is not that difficult.
Calabrio ONE WFM v9.3
Rating: 7 out of 10
November 14, 2018
GS
Vetted Review
Verified User
2 years of experience
- 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.
Calabrio ONE... The multidisciplinary tool you were looking for!
Rating: 10 out of 10
November 12, 2018
DA
Vetted Review
Verified User
8 years of experience
- Call recording is very easy to navigate and find the calls you are looking for without complicated filters.
- Planning (Forecasting, Staffing) - The fact that within 5 minutes you can run a forecast, schedule, and know what your needs are... AMAZING!!
- Analytics are very intuitive. It is easy to create dashboards so your information is more "digestible," which is a big win. We're still pushing the limits to see what else we can get out of it.
- Workflows... they sure make your job that much easier!
Regional Sales Manager Of A Fortune 200 Company
Rating: 9 out of 10
November 06, 2018
JD
Vetted Review
Verified User
3 years of experience
- A customer called, said they wanted to place an order, we placed the order, then came back and said they never ordered the product. We were able to go back in the system and pull the phone records to show that they made the call.
- When working with a younger tenured account manager, we were able to go back and listen to old calls to make improvements for future calls.
Calabrio ONE Review
Rating: 9 out of 10
June 08, 2017
Sd
Vetted Review
Verified User
3 years of experience
- Great customer service!
- They listen to our feedback to implement new feature requests.
- They hold a convention each year which provides educational and networking opportunities.
Calabrio One Intuitive by Design
Rating: 9 out of 10
June 01, 2017
BB
Vetted Review
Verified User
3 years of experience
- Calabrio focuses on the needs of the customer. They really want to know how they can advance their product.
- Calabrio has made it easy for our end-users to be involved in the QA process. Agents regularly are in Calabrio listening to their calls and reviewing their evaluations.
- Love the Calabrio Champions Network that gives all users a way to stay in touch with new happenings in the IT world as well as within Calabrio.
Optimization of schedules
Rating: 9 out of 10
May 31, 2017
PT
Vetted Review
Verified User
3 years of experience
- Calabrio provides excellent customer service to customers. Feedback is well received. The product is evolving every year. They listen to customers needs and aim to implement a lot of the ideas provided to them.
- Reporting from Calabrio is easy to use and customizable allowing you to select the order fields and the amount of them you want to see.
The Quality Management (QM) Company of the future!
Rating: 9 out of 10
May 23, 2017
JS
Vetted Review
Verified User
2 years of experience
- Quality Management (call recordings, evaluations of said calls) is an area where Calabrio has done a particularly good job. It is a solid product and they continue to refine it.
- Customer Service - since we purchased the product, customer service has always been spot on for Calabrio - they have worked hard to ensure their existing customers remain happy while continuing to evolve and bring on new customers.
- Innovation - with their ear to the ground, so to speak, Calabrio forges ahead and does a great job of implementing features per customer requests and makes every effort to ensure the needs are taken care of either via API or upgrade feature.
Calabrio's strengths and weaknesses
Rating: 6 out of 10
May 19, 2017
NB
Vetted Review
Verified User
1 year of experience
- 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 - It's Worth It
Rating: 9 out of 10
May 19, 2017
JT
Vetted Review
Verified User
3 years of experience
- Ease of Use - Calabrio is incredibly easy to use, train and maintain.
- Streamline Processes - Calabrio allows for the streamlining of the call evaluation and reporting processes.
- Thorough - Many quality management products record only a small selection of calls, however, Calabrio does a fantastic job of recording all calls made on a daily basis.