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Calabrio a nice WFM tool
February 24, 2022

Calabrio a nice WFM tool

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

Overall Satisfaction with Calabrio Teleopti WFM

Calabrio Teleopti WFM helps us better forecast the number of customer service agents we will need based off of projected volume and other variables. The number of agents allows us to better serve the customers with better response times and it also allows the company to better forecast the financial obligations of the customer service area of the business.
  • The user interface
  • The reporting output
  • We are able to do scenarios for different variables
  • some of the calculations are done in a "black box"
  • Ease or use
  • Quickly being able to run different scernarios
  • Clear output of what the requirements will be
  • The scenarios can take some time to run
  • It isn't always clear what metrics drive the model more
I haven't used any other models.

Do you think Calabrio Teleopti WFM delivers good value for the price?

Yes

Are you happy with Calabrio Teleopti WFM's feature set?

Yes

Did Calabrio Teleopti WFM live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Calabrio Teleopti WFM go as expected?

I wasn't involved with the implementation phase

Would you buy Calabrio Teleopti WFM again?

Yes

It has helped the company know what the expected customer service headcount requirements are and helped up to build a training schedule. This gives us a better picture of what our costs will be for the planned year. It has helped us to better serve our customers by knowing when to staff up for the higher volumes and how different KPI metrics change the scenarios.