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Calabrio Teleopti WFM

Calabrio Teleopti WFM

Overview

What is Calabrio Teleopti WFM?

Swedish company Teleopti offers their eponymous workforce management system, Teleopti WFM, which may be used for call centers, back offices, branches and stores. It integrates with ZOOM International's ZOOM Quality Management (QM) Suite for a total call center optimization solution.

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Recent Reviews

TrustRadius Insights

Calabrio Teleopti WFM is a valuable tool for call center operations, widely used by users to track employee performance and ensure prompt …
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Pricing

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What is Calabrio Teleopti WFM?

Swedish company Teleopti offers their eponymous workforce management system, Teleopti WFM, which may be used for call centers, back offices, branches and stores. It integrates with ZOOM International's ZOOM Quality Management (QM) Suite for a total call center optimization solution.

Entry-level set up fee?

  • No setup fee

Offerings

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

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Product Details

What is Calabrio Teleopti WFM?

Calabrio Teleopti WFM Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(24)

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!

Calabrio Teleopti WFM is a valuable tool for call center operations, widely used by users to track employee performance and ensure prompt customer service. The software enables scheduling of call center agents, including breaks and lunches, while managing PTO and shift bids. Real-time monitoring, forecasting, and long-range planning are simplified with Calabrio Teleopti WFM. Integrating with ZOOM automated call center enhances productivity and growth. Users appreciate the user-friendly interface and organized record of labor aspects offered by the software for robust work time planning. It aids in managing employee schedules, monitoring headcount, generating reports, and coordinating meetings. Accurate forecasting of required customer service agents improves response times. Calabrio Teleopti WFM ensures compliance for quality assurance by coordinating agent schedules and monitoring breaks. With its ability to approve time-off requests and monitor team schedules, it facilitates proper staffing based on customer needs.

Attribute Ratings

Reviews

(1-10 of 10)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Planning costumer service advisors schedule
  • Planing costumer service advisor skills during a shift
  • tracking vacation, sickness, compensation days and special leaves
  • see dayly skills from the same advisor in one page for a full week/month
  • to be able to log in directly, not put 2 times login data/company data
Noah Miller | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Calabrio Teleopti WFM is incredibly easy to use.
  • It allows us to manage work schedules effectively while covering all of the Candelario's spaces.
  • The ability to view and compare timetables from different perspectives.
  • When we first started using the application, the features were not easily accessible through a direct menu to direct us; however, as time passes and we use the application more frequently, we gain experience.
Kristin Butcher Wester | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Integration with ZOOM.
  • Better management of work time and scheduled meetings.
  • Our customer service improved dramatically after the implementation of Calabrio Teleopti WFM.
  • All non-intuitive features, but I think they can improve the customization aspect a bit more.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Overview for days, weeks, months
  • Displaying shifts easy to understand
  • Gives features like shift swapping
  • UI defintily. It doesn't look good at all and feels not like we are in the year of 2022
  • The app is gruesome. You have to login every time which is so annoying.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Schedule management is intuitive and easy to follow
  • The ability for agents to request and swap shifts works well
  • Agent tools for viewing schedules and requests is user friendly
  • Compliance monitoring through our Zeacom phone system has been a difficulty. For the years we've had it, we've still had challenges in getting that functionality to work as intended.
  • User interface is somewhat intuitive, but could use an update for more intuitive placement and features.
  • The companion app has some updates issues that could use addressing.
Clinton Verley | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
  • Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
  • Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
  • User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
  • The installation and onboarding process was pretty smooth considering other launches we've had.
  • System uptime. We use their cloud solution and unfortunately there's been a number of outages.
  • PTO management, could use more features like waitlisting, time off canceling and offline management
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Teleopti provides the ability to schedule meetings at the most optimal time with very little work from the end user. It prevents huge scheduling conflicts that may typically occur in other scheduling softwares.
  • Allows for flexible staffing that works with employee preferences and business needs. This is a system that remains fair and managable and that in itself is a rare feature.
  • The tool is color coded, very customizable, and most importantly easy to read and manipulate with drag and drop features.
  • Sometimes the features can look very similar or can be very minimal in the requests tools so it is very easy to make user mistakes (not swapping a field from the default or forgetting to check a box)
  • I tried integrating this calendar with Google Calendar and it never updates the same day when changes are made. It seems like it always take 24 hours to update in other interfaces.
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