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Calabrio ONE Review
June 08, 2017

Calabrio ONE Review

Sara de la Fuente | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Calabrio ONE

Our 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.
  • 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.
  • It would be great to see Calabrio add a feature for chat teams. We can create an evaluation for those on our chat team but we have to view the actual chat interactions in a different system.
  • Managers and counselors find the system to be user-friendly.
Switched over from an older system that was often confusing, had an old look and feel to it, and bad customer service.
I spend my entire day working out of Calabrio ONE. It is easy to navigate, great for pulling data/analytics, the customer support has been amazing, and the system is continuously rolling out new features. The slow down feature has been helpful when listening to valuable information that may be stated too quickly by the caller. The speed up feature is great when listening to long durations.