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Calabrio WFM

Calabrio WFM
Formerly Teleopti

Overview

What is Calabrio WFM?

Formerly Teleopti, Calabrio WFM 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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Learn from top reviewers

Great tool to schedule shifts and track adherence

Rating: 10 out of 10
May 9, 2024
IncentivizedVetted ReviewVerified User
Calabrio Teleopti WFM is used as a solution to plan costumer service advisors and costumer service team leaders schedules, their breaks, trainings, coachings and different ski...
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Verified user
Team Lead
Calabrio WFM3 years of experience

Teleopti has proven to be the most effective method for organizing our staff's schedules.

Rating: 10 out of 10
March 24, 2022
IncentivizedVetted ReviewVerified User
We use Calabrio Teleopti WFM in our organization to ensure that our customer service team is well managed at all times. We can use this application to track the performance of...
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Noah Miller
Engineer - Information Technology
Healthcare Technology Leader at Johnson & Johnson
Johnson & Johnson
Calabrio WFM2 years of experience

A platform capable of managing work time according to the workers' shifts.

Rating: 10 out of 10
February 26, 2022
IncentivizedVetted ReviewVerified User
This product allows you to have an organized record of many labor aspects of the entire work team, it is possible to have robust planning of each person's work time, controlli...
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Kristin Butcher Wester
Team Lead - Human Resources
Human Resources Specialist
MedTourEasy
Calabrio WFM3 years of experience

Calabrio a nice WFM tool

Rating: 9 out of 10
February 24, 2022
IncentivizedVetted ReviewVerified User
Calabrio Teleopti WFM helps us better forecast the number of customer service agents we will need based off of projected volume and other variables. The number of agents allow...
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Verified user
Manager
Calabrio WFM3 years of experience

Teleopti: The Best Overall Product, with some caveats

Rating: 7 out of 10
February 15, 2019
Vetted ReviewVerified User
We use Teleopti WFM to schedule our call center agents, creating all their scheduling items like breaks/lunches/etc. We also use it for PTO management and to schedule shift bi...
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Clinton Verley
Account Manager - Information Technology
Senior Analyst, Operations
Aurora Health Care
Calabrio WFM5 years of experience
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Pricing

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Calabrio WFM

Calabrio WFM

N/A
Unavailable

What is Calabrio WFM?

Formerly Teleopti, Calabrio WFM 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 WFM?

Formerly Teleopti, Calabrio WFM 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.

Calabrio WFM Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews From Top Reviewers

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(1-5 of 8)

Teleopti WFM - Good Value for Workforce Management

Rating: 8 out of 10
Incentivized
June 06, 2019
Verified User
Manager in Customer Service
Music Company, 5001-10,000 employees
Vetted Review
Verified User
Calabrio WFM
3 years of experience
Use Cases and Deployment Scope
Our team uses Teleopti WFM to manage our call center workforce, coordinate agent scheduling, and account for agent activities while clocked in. It allows management to remain apprised of our team member's schedules and breaks, and keep an eye on agent compliance for quality assurance purposes.
Pros
  • 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
Cons
  • 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.
Likelihood to Recommend
Teleopti WFM is very well suited for call center environments where every minute of your team members' time needs accounting for. If you manage 50+ employees, Teleopti is a good tool to make sense of it all, especially when you need to address various business needs at different times of day.

Teleopti has simplified our scheduling!

Rating: 9 out of 10
Incentivized
May 23, 2018
KG
Kayla Gillespie
Senior Support Specialist
HubSpot (Internet, 1001-5000 employees)
Vetted Review
Verified User
Calabrio WFM
1 year of experience
View profile
Use Cases and Deployment Scope
Teleopti WFM is used by the entire customer support team at HubSpot and likely several other departments as well. It typically is used to manage scheduling concerns and adjust staffing according to business levels. It helps us forecast how busy it is likely to be and how many people it takes to address that as a business. It lifts a huge burden from the team and helped organize the entire department.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
Teleopti is great if you have a team of people that you are managing or trying to coordinate schedules between. It is great for organizations large and small.

Maybe not so suited for personal calendar use.

Great for security related requirements when it comes to schedules.

Rating: 10 out of 10
Incentivized
March 16, 2022
Verified User
Employee in Information Technology
Computer & Network Security Company, 10,001+ employees
Vetted Review
Verified User
Calabrio WFM
3 years of experience
Use Cases and Deployment Scope
We use Calabrio Teleopti WFM in our company for employee schedules, monitor headcount, and generate several reports. I personally use it to review unapproved absences of our employees daily. These unapproved absences are logged in by Team Managers. Calabrio Teleopti WFM is a great tool with a nice user interface.
Pros
  • User Interface.
  • Reports
  • SSO
Cons
  • PDF preview of a report cannot be scrolled down.
  • Sometimes when picking a site it downloads the link as a document.
  • N/A
Likelihood to Recommend
We have a requirement in our company set by our client that we must review unapproved absences of our employees, and Calabrio Teleopti WFM has been extremely helpful in fulfilling this requirement. It's also possible to generate detailed reports with specific variables. SSO integration was also extremely useful and a nice touch.

A platform capable of managing work time according to the workers' shifts.

Rating: 10 out of 10
Incentivized
February 26, 2022
Use Cases and Deployment Scope
This product allows you to have an organized record of many labor aspects of the entire work team, it is possible to have robust planning of each person's work time, controlling the time of each meeting is also a very simple task with Calabrio Teleopti WFM. In addition, the integration with the ZOOM automated call center undoubtedly helps to increase growth. Calabrio Teleopti WFM also helps the customer service team to know in detail what the needs are according to the projects to be achieved during the day or also to make monthly projections, we know how to use this tool, it is a very simple tool to use and it does not represent any difficulty some. The scope of Calabrio Teleopti WFM is amazing, simply andresito department to improve work time.
Pros
  • Integration with ZOOM.
  • Better management of work time and scheduled meetings.
Cons
  • 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.
Likelihood to Recommend
Calabrio Teleopti WFM must be implemented urgently if there is an organizational problem, time is a primary factor if you want to achieve business success, scheduling meetings and knowing in detail what is the availability of all workers is a job that this product can do without any problem. the operational problem, this product evaluates with supplied data what is the availability of each worker, organizes everything effectively, customer service is also optimal because you can manage the staff and request the comparison of new workers according to the requirements of the entire equipment.

Easy to use and incredibly organized

Rating: 8 out of 10
Incentivized
February 23, 2022
Verified User
Team Lead in Customer Service
Consumer Services Company, 1001-5000 employees
Vetted Review
Verified User
Calabrio WFM
2 years of experience
Use Cases and Deployment Scope
I use Calabrio Teleopti WFM to monitor my team's schedules, submit them, approve time off, and manage our channel staffing needs. It is an imperative tool to make sure our global support team operations run smoothly and we are properly staffed at any given point based on our customer needs.
Pros
  • Scheduling.
  • Time off requests.
  • Channel staffing.
Cons
  • User friendliness.
  • Support documentation.
Likelihood to Recommend
Calabrio Teleopti WFM is a great tool for medium to large companies looking to streamline their staffing operations and ensure employee schedules are easily managed and meet the needs of your customer base. Here, you can easily change schedules based on employee absences and request and manage time off. It is an imperative tool for team leaders like myself.
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