Calabrio WFM, I appreciate you!
Updated June 14, 2021
Calabrio WFM, I appreciate you!
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Calabrio ONE
It was being used by our Customer Service team. It addressed the CS WFM in general ie Inbound forecasting for our multi channeled CS support
- Forecasting
- RTA
- Scheduling
- Scheduling a group of agents for a type of off-queue activity wasn't a function
- An FTE projection as per SLA
- A more in-depth training modules could help
- Forecasting
- Scheduling
- RTA
- Scheduling efficiency
- Forecasting accuracy resulted to a more accurate staffing cost projection
We actually switched to Verint Monet thinking that they will stack up against Calabrio but I guess it was a bad decision.
Do you think Calabrio ONE delivers good value for the price?
Yes
Are you happy with Calabrio ONE's feature set?
Yes
Did Calabrio ONE live up to sales and marketing promises?
Yes
Did implementation of Calabrio ONE go as expected?
I wasn't involved with the implementation phase
Would you buy Calabrio ONE again?
Yes
Using Calabrio ONE
110 - Customer service
1 - A WFM person and our IT team
- WFM person
- Team managers
- Customer Service agents
- Hybrid agents that can be scheduled per each skill that they're trained to do. This made our contact center more efficient
- Using the scheduling function for other departments
- Hopefully for our Social media team
Evaluating Calabrio ONE and Competitors
Yes - Verint Monet. Honestly, it was not a good move to switch after discovering the functionalities that Calabrio ONE has vs Verint Monet.
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
It was mostly of the forecasting and scheduling functionalities that got us partnered with them
I should've stayed with Calabrio/Teleopti
Calabrio ONE Implementation
- Implemented in-house
- I wasn't part of the implementation but seem that the full functionalities weren't being used until I took over
Calabrio ONE Support
Pros | Cons |
---|---|
Knowledgeable team | Slow Resolution Poor followup Escalation required Difficult to get immediate help |
No, I didnt know if there's any
Yes - No it wasn't resolved until we've given up. It was our Email support volume data feed that keeps on recurring.
When their WFM evangelist helped me understand some forecasting concerns that we're having. Dave Hoekstra was really a guru!
Using Calabrio ONE
Pros | Cons |
---|---|
Like to use Feel confident using | Unnecessarily complex Requires technical support Not well integrated |
- Forecasting
- Scheduling
- RTA modifications
- Publishing of schedules takes time
Yes, but I don't use it