Name: Calabrio WFM
Rating: 8.8 (30 reviews)
Author: Calabrio

Help Desk

Web and Video Conferencing

Customer Support

Augmented Reality Development

Development

Alumni Management

School Management

Education

Association Management

Business Intelligence (BI)

Collaboration

Enterprise Resource Planning (ERP)

Environmental, Social, and Governance (ESG)

Facility Management

Meeting Management

Unified Communications as a Service (UCaaS)

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Onboarding

HR Management

On-Demand Payment

Payroll

Talent Intelligence

Talent Management

Vendor Management Systems (VMS)

Workforce Analytics

Workforce Management

Human Resources

Asset Tokenization

Cloud Storage

Continuous Delivery

Data Center Backup

Data Governance

Fraud Detection

Graph Database

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

Managed Print

Master Data Management (MDM)

Message Oriented Middleware

Metadata Management

Network Function Virtualization (NFV)

Network Performance Monitoring

Network Traffic Analysis (NTA)

Robotic Process Automation (RPA)

SQL Server Performance Monitoring

Security Validation

Software-Defined WAN

Virtual Private Network (VPN)

Web Scraping

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Content Management

Contest Management

Customer Loyalty Program

Email Marketing

Location Intelligence

Marketing Automation

Marketing Resource Management

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Marketing

Job Site Management

Project Management

Transcription

Waste Management

Professional Services

Customer Communication Management

Customer Relationship Management (CRM)

Sales

Automotive

Car Rental

Clinical Data Management

Equation Editors

Healthcare Learning Management

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

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### Schedule Management
Users generally praise Calabrio Teleopti WFM's schedule management capabilities. The tool is commended for its ease of use in managing work schedules, covering all necessary spaces, and facilitating the planning of employee tasks and shifts. Users appreciate the ability to adjust schedules based on employee absences and efficiently manage time off requests. Additionally, the tool's integration with ZOOM for automated call center operations is highlighted as a valuable feature that aids in enhancing productivity and work time management. Calabrio Teleopti WFM is seen as a reliable solution for organizing work shifts, controlling staff shortages, and providing real-time reports on changes in work dates. (Source Reviews: [1](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-23-10-35-15), [2](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-03-22-21-43-16), [3](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-25-11-10-47), [4](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-03-16-03-44-51), [5](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-23-10-32-25), [6](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-23-10-30-31), [7](https://www.trustradius.com/reviews/teleopti-wfm-2019-06-05-08-37-48))

### Shift Planning and Swapping
User feedback on Calabrio Teleopti WFM's shift planning and swapping features is generally positive, with users appreciating the ease of managing schedules, requesting time off, and facilitating shift swaps. The software's ability to adjust staffing levels based on projected volume and other variables has been particularly lauded for enhancing operational efficiency. While some users have noted minor drawbacks such as the time it takes to run scenarios and occasional ambiguity in metric prioritization, overall, the consensus is that Calabrio Teleopti WFM effectively supports effective shift planning and swapping processes. (Source Reviews: [1](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-03-22-21-43-16), [2](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-23-10-35-15), [3](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-23-10-30-31), [4](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-23-10-32-25), [5](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-25-11-10-47), [6](https://www.trustradius.com/reviews/teleopti-wfm-2019-06-05-08-37-48))

### Meeting and Event Scheduling
Users appreciate Calabrio Teleopti WFM for its intuitive and user-friendly approach to meeting and event scheduling. The software's ability to handle complex scheduling tasks, such as setting up meetings, swapping shifts, and managing sick days, has garnered positive feedback from users. Additionally, the integration with tools like ZOOM for better management of work time and scheduled meetings has been highlighted as a valuable feature. Users find that the product effectively organizes schedules, evaluates worker availability, and streamlines the process of scheduling meetings, contributing to improved operational efficiency. (Source Reviews: [1](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-23-10-32-25), [2](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-23-10-35-15), [3](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-03-16-03-44-51), [4](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-25-11-10-47), [5](https://www.trustradius.com/reviews/teleopti-wfm-2019-06-05-08-37-48))

### Customer Service Optimization
Users generally believe that Calabrio Teleopti WFM excels in optimizing customer service operations. Reviewers consistently praise the platform for its ability to enhance the customer and employee experience through effective customer service optimization. The tool is commended for its role in improving response times, forecasting customer service needs, and facilitating better service delivery to meet customer requirements. While some users mention minor customization challenges, the overall sentiment leans towards Calabrio Teleopti WFM being a valuable asset for organizations seeking to streamline and enhance their customer service operations. (Source Reviews: [1](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-23-10-30-31), [2](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-25-11-10-47), [3](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-03-22-21-43-16), [4](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-23-10-35-15))

### Employee Engagement
Users consistently highlight the user-friendly interface and intuitive features of Calabrio Teleopti WFM for managing employee engagement. They appreciate the tool's ability to facilitate agent scheduling, monitor breaks, and ensure compliance with quality standards. While some users may have encountered initial challenges, overall feedback suggests that Calabrio Teleopti WFM effectively supports employee engagement efforts within organizations. (Source Reviews: [1](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-23-10-35-15), [2](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-03-16-03-44-51), [3](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-03-22-21-43-16), [4](https://www.trustradius.com/reviews/teleopti-wfm-2019-06-05-08-37-48))

### User Interface and Experience
Reviewers have expressed mixed opinions regarding the user interface and experience of Calabrio Teleopti WFM. While some users find the interface intuitive and easy to follow, others have highlighted challenges with certain features and suggest room for improvement. The application's ability to display shifts, manage schedules, and facilitate shift swapping has been positively acknowledged by users. However, there are mentions of difficulties with compliance monitoring and suggestions for enhancing the overall user interface for better usability. Despite these varying perspectives, the general consensus is that Calabrio Teleopti WFM's user interface and experience have both strengths and areas that could be further refined to enhance user satisfaction. (Source Reviews: [1](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-03-22-21-43-16), [2](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-03-16-03-44-51), [3](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-23-10-32-25), [4](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-23-10-30-31), [5](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-23-10-35-15), [6](https://www.trustradius.com/reviews/calabrio-teleopti-wfm-2022-02-25-11-10-47), [7](https://www.trustradius.com/reviews/teleopti-wfm-2019-06-05-08-37-48))

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.

Easy to use: Reviewers have found Calabrio Teleopti WFM incredibly easy to use, allowing them to effectively manage work schedules and cover all of Candelario's spaces. Several users mentioned that the user interface seamlessly integrates with other software and provides a customizable experience with drag-and-drop features.

Strong customer service: Many reviewers expressed their appreciation for the strong customer service offered by Teleopti. They stated that they never had any issues getting help with system usage or technical problems, highlighting the support provided throughout their experience.

Flexible staffing options: Users praised the rare and valuable feature of flexible staffing provided by Calabrio Teleopti WFM. This functionality allows businesses to align employee preferences with business needs, ensuring optimal coverage and enhancing overall workforce management.

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.

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.

Essentials

Premium

Elite

Zoom Contact Center

Sales Suite - SalesPro

AI Communication Suite - Team

AI Communication Suite - Pro

AI Communication Suite - Pro Plus

AI Communication Suite - Business

JustCall

Calabrio WFM

Call Center Workforce Optimization

Likelihood to Recommend

Usability

Calabrio Teleopti WFM 2024-05-07 08:37:44

Genesys PureConnect (discontinued)

Alvaria Workforce

Genebra Quality Management

Healthcare Technology Leader at Johnson & Johnson

Calabrio Teleopti WFM 2022-03-22 21:43:16

Human Resources Specialist

Calabrio Teleopti WFM 2022-02-25 11:10:47

Blue Yonder Luminate Planning

UKG Workforce Central (discontinued)

Citrix SD-WAN (discontinued)

Dynamic Interactive

Excel4apps

24SevenOffice

Blue Yonder Workforce Management, available on Blue Yonder Luminate Commerce

NICE Adaptive WFO, on CXOne

Senior Analyst, Operations

Teleopti WFM 2019-02-15 08:41:17

Calabrio Teleopti WFM 2022-02-23 10:30:31

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Phone system

Get to know

Work as intended

Non intuitive

Black box

Intuitive features

Search function

Google calendar

Ability to view

Ease of use

User interface

Business needs

Call recording

Management system

Enjoy using

Able to submit

Color coded

Easy to understand

Easy to use

Seamlessly integrates

Home

Call Center Workforce Optimization Software

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 skills in which they work in each day. It is also used to track vacation, special leaves, sickness, compensation days and schedule preferences. We also use it to filter teams and different costumer services departments.

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

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.

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.

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.

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.

Alvaria Workforce (formerly Aspect Workforce Management)

Genebra Quality Management, Genesys PureConnect, NICE CXone (formerly NICE inContact)

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.

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.

Time management according to work shifts.
Real-time reports of changes in work dates.

Organizing workers by work shift helps control shortages of essential staff.
Time is managed with wisdom and personalization.

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.

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

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.

NICE Workforce Optimization, Kronos Workforce Central, Kronos Workforce Ready and JDA Workforce Management

Excel4apps, Dynamic Interactive, Citrix CloudBridge, 24SevenOffice

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 allows us to better serve the customers with better response times and it also allows the company to better forecast the financial obligations of the customer service area of the business.

The user interface
The reporting output
We are able to do scenarios for different variables

some of the calculations are done in a "black box"

Ease or use
Quickly being able to run different scernarios
Clear output of what the requirements will be

The scenarios can take some time to run
It isn't always clear what metrics drive the model more

Calabrio WFM
Formerly Teleopti

Overview

What is Calabrio WFM?