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Calabrio WFM, I appreciate you!
Updated June 14, 2021

Calabrio WFM, I appreciate you!

Anonymous | TrustRadius Reviewer
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

Talkdesk, Microsoft Teams, Jira Service Management (Jira Service Desk), Atlassian Confluence
Their forecasting module is great and is ready for a multi-channeled contact center from a scheduling perspective. I like how they automatically schedule a particular skill based on the staffing demand for hybrid agents and how they put up multiple views on the Forecast vs Actual report. Kudos!

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
Because I think they're ready for a multi-skilled contact center support or OMNI

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

No I don't have as I wasn't part of the 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

Because, it took them time to coordinate back some updates for us when we had to report a few major issues. ie Volume data feed for our Email support/channel. I like the webinars, however to keep the community alive. I hope they improve the training modules too and how they training new WFM guys as part of their package.
ProsCons
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

It would've been a higher rating if they're able to partner up with other platforms like Liveperson chat support and have a better sense of urgency when it comes to resolving issues
ProsCons
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