Skip to main content
TrustRadius
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.

Read more

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...
Continue reading
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...
Continue reading
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...
Continue reading
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...
Continue reading
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...
Continue reading
Clinton Verley
Account Manager - Information Technology
Senior Analyst, Operations
Aurora Health Care
Calabrio WFM5 years of experience
Log in with LinkedIn to see content from your network
Return to navigation

Pricing

View all pricing
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

Would you like us to let the vendor know that you want pricing?

26 people also want pricing

Alternatives Pricing

Five9

Five9

N/A
Unavailable
What is Five9?

Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.

Zoom Contact Center

Zoom Contact Center

$69
per month per user
What is Zoom Contact Center?

Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.

Return to navigation

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
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews From Top Reviewers

View all reviews
(1-5 of 5)

Teleopti: The Best Overall Product, with some caveats

Rating: 7 out of 10
February 15, 2019
CV
Clinton Verley
Senior Analyst, Operations
Aurora Health Care (Hospital & Health Care, 10,001+ employees)
Vetted Review
Verified User
Calabrio WFM
5 years of experience
View profile
Use Cases and Deployment Scope
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 bids, keep agents in adherence, monitor real-time statuses, forecasting, and long-range planning. We have agents using it here in the office as well as off-site. We have a team of about 15 WFM coordinators using it to manage the system.
Pros
  • 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.
Cons
  • 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
Likelihood to Recommend
It is perfect for a call center where your main needs are forecasting, real-time management and alignment of different workqueues into a seamless whole. I would not recommend it for call centers with many different shifts or schedules as the PTO management suite is lacking in features for keeping all of that straight.
Return on Investment
  • It has saved us a ton of time and money on the WFM management side by optimizing schedule creation and break placement.
  • Unfortunately the rash of technical issues have been a downside from an ROI side, every minute we are offline is lost revenue.
  • We saved a ton of money because of their excellent training and customer service offerings, there was no need for a laborious install process or protracted training.
Alternatives Considered
We selected Teleopti because we knew shift bids would be one of our top priorities and it came highly recommended in that space. We also were hoping for more advanced PTO management features but that is not a deal breaker for us thankfully. We had demos from all the major WFM software companies and Teleopti impressed us with its ability to seamlessly combine all features of WFM management into an easy to use package. The other companies had many of the same features or better, but their overall presentation just didn't impress.
Other Software Used

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.
Return on Investment
  • Our team has saved a significant amount of time by managing schedules in Teleopti
  • It also frees up our workforce manager so they don't have to manage shift swaps
Alternatives Considered
We previously used Wisdom WFM, but it didn't accomplish nearly as much as Teleopti WFM has for us.

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

Rating: 10 out of 10
Incentivized
March 24, 2022
NM
Noah Miller
Healthcare Technology Leader at Johnson & Johnson
Johnson & Johnson (Hospital & Health Care, 10,001+ employees)
Vetted Review
Verified User
Calabrio WFM
2 years of experience
View profile
Use Cases and Deployment Scope
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 our employees, which has proven to be very useful and beneficial to the team. I can assure you that our customers appreciate the prompt service we provide as a result of this application, which enables us to adjust our work shifts based on the needs of the day while still covering time slots. So far, we believe our software is of high quality.
Pros
  • Calabrio Teleopti WFM is incredibly easy to use.
  • It allows us to manage work schedules effectively while covering all of the Candelario's spaces.
Cons
  • 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.
Likelihood to Recommend
Calabrio Teleopti WFM is widely used in our organization, and once we've gotten the hang of it, it's very simple to use. We can manage the entries to each employee's task lists, plan the turns that each teleworker will cover, and swap turns as needed. We can also automate the completion of scheduled management tasks and calculate how much time each employee spends at the company. This application, in general, ensures increased productivity on the call center platform.
Most Important Features
  • Calabrio Teleopti WFM is a fantastic tool for managing all aspects of our work team's schedules and keeping us informed of any changes that occur in our company, whether they are personal to each individual or related to a specific topic.
  • Because of the Covid pandemic, we had to reorganize and replant our schedules in order to work from home in several departments; in this case, the application provided invaluable assistance and a quick response to the situation at hand.
Return on Investment
  • They must work to update the characteristics of the integrated items so that they can be better in general based on user demand.
  • In general, the software is very easy to use and offers a wide range of working functions.
Alternatives Considered
We use this software on a regular basis and consistently meet expectations based on the results obtained through the application. I can easily monitor my team members' performance. Overall, this application increases productivity in our company's call center platform. We only have a small number of users. Employees can use mobile devices, tablets, the web, MS Teams, or Slack to record their arrival and departure times. Creates powerful reports and automated timetables for each employee or workgroup.
Other Software Used
Genebra Quality Management, Genesys PureConnect, NICE CXone (formerly NICE inContact)

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.
Most Important Features
  • Reports
  • Vacation requests.
  • Team schedule overview.
Return on Investment
  • Sorry, cant answer this, as its not my line of business.
Alternatives Considered
  • Calabrio Teleopti WFM
Teleopti before it was called Calabrio Teleopti.
Other Software Used
Usability
9
It serves my needs perfectly, but it sometimes glitches where you press a link and it downloads the page instead of opens it.
Easy Tasks
  • Schedule overview
  • Attrition
  • Vacations

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.
Most Important Features
  • Time management according to work shifts.
  • Real-time reports of changes in work dates.
Return on Investment
  • Organizing workers by work shift helps control shortages of essential staff.
  • Time is managed with wisdom and personalization.
Return to navigation