Calabrio ONE... The multidisciplinary tool you were looking for!
November 12, 2018
Calabrio ONE... The multidisciplinary tool you were looking for!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Calabrio ONE
Calabrio ONE is being used in our organization by some departments, with plans to have several more use it in 2019. Since we have several different lines of business, the applications are different. Some use it for first call resolutions opportunities, some for compliance, staffing, forecasting, call recording, and quality assurance. The list goes on. Being able to quickly identify those areas of concern is a big item for us, as well as being able to staff accordingly to maximize our customer experience and minimize agent burnout.
- Call recording is very easy to navigate and find the calls you are looking for without complicated filters.
- Planning (Forecasting, Staffing) - The fact that within 5 minutes you can run a forecast, schedule, and know what your needs are... AMAZING!!
- Analytics are very intuitive. It is easy to create dashboards so your information is more "digestible," which is a big win. We're still pushing the limits to see what else we can get out of it.
- Workflows... they sure make your job that much easier!
- Reporting I think could be a little more robust, but then again, they do have Calabrio advanced reporting. We are not using it at this time, but it is on my wishlist. The reporting that comes with it is still pretty decent. You can create some good reports for high level information from your automatic call distributor data, but for the Calabrio Data, it is really good. I wish it would have more ways to summarize the information instead of interval. Having that option would be nice.
- I think one of the biggest things it brings to the table is helping your staffing, i.e. being able to staff appropriately for the right shifts, rather than guessing. Also, being able to identify issues that can potentially lose you a client, or avoid a much bigger issue by identifying compliance areas.
They are very similar in many areas. Reporting is about the same, and I can see why some people may go for the bigger names. But one of the things that I have noticed that has made a difference is the way that the tool evolves with you. A lot of the features that Calabrio has have been incorporated from feedback from users like us. The other two, they do receive some feedback, but the input the customers have is minimal. I have been on calls where Calabrio discusses their roadmap with us and we could see which items were good, which ones could improve, and some features we wanted to see. Then, the next release or two you would see some of those items. When you add that to the great customer support they provide, it truly feels like you have a partner and you are not just another number.