Calabrio One Intuitive by Design
June 01, 2017

Calabrio One Intuitive by Design

Beth Bax | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Calabrio ONE

Calabrio One has allowed our company to listen and evaluate over 5,000 calls a month. Our quality assurance department uses Calabrio as their main system for daily use. We also train all new employees on the use of Calabrio, so they can also listen to their calls and view their scored evaluations.
  • Calabrio focuses on the needs of the customer. They really want to know how they can advance their product.
  • Calabrio has made it easy for our end-users to be involved in the QA process. Agents regularly are in Calabrio listening to their calls and reviewing their evaluations.
  • Love the Calabrio Champions Network that gives all users a way to stay in touch with new happenings in the IT world as well as within Calabrio.
  • Reporting, we often pull reports directly from the Recording Tab since it allows for more data.
  • Goals, we are currently working tandem with Calabrio to create a way for Goals to work for our organization.
  • I would like to see a few small changes with how the hierarchy is set up when creating teams and groups within the system.
  • We have seen a positive impact in how often our managers and agents utilize the system.
  • We have been able to see an increase in evaluations and a decrease in the time it takes to complete an evaluation.
  • We had a few instances when Calabrio would freeze or stop recording calls. After spending many months with Calabrio's engineers we were able to locate and fix the issue.
  • NICE
Calabrio One has far better customer engagement and customer service than the previous vendor. Calabrio is very easy to use and quick to obtain search results. We have had great success with Calabrio and are very happy with our move.
Calabrio has been great for our education environment. We have the ability to access live calls, recorded calls and evaluate based on the duration of calls. I would like to see the Reporting tab transformed and allow for more customizable reports. Overall, we have had success with Calabrio and we look forward to our partnership.