Calabrio ONE
CalabrioReviews from AWS customer
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Accurate and User-Friendly with Room for Report Enhancement
What do you like best about the product?
I appreciate the high accuracy of Calabrio ONE, which allows me to rely on it confidently as a tool for my work in workforce management. It addresses adherence and reporting needs very effectively. The initial setup was a breeze compared to doing everything manually in Google Sheets, making our processes much more efficient and less time-consuming.
What do you dislike about the product?
I wish we had more reports that gave way more details.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for workforce adherence and reports, making it reliable and accurate. It simplified setup from manual work and Google Sheets.
Great for Monitoring, Needs Improved Reporting
What do you like best about the product?
I really appreciate Calabrio ONE's capability to access individual agents' information and listen directly to their calls. This feature is incredibly useful for my role in business analysis within a call center, as it provides me with a clear understanding of each agent's interaction with customers. Additionally, Calabrio ONE allows me to view the process agents go through during calls and provides screen grabs. This functionality is particularly valuable as it enables me to see exactly what an agent is clicking on during a call, which is crucial for effective coaching and performance evaluation. Overall, these features contribute significantly to a more efficient monitoring and coaching process.
What do you dislike about the product?
I find the reporting dashboard and data explorer in Calabrio ONE to be overly complex and not user-friendly. There are many options, but not all of them successfully pull in the required data. This forces me to generate the same report multiple times to gather data for different queues or departments within our organization. I wish these tools were simplified and more intuitive to use.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for viewing agent processes during calls with screen grabs for effective coaching, resolving visibility issues and enhancing performance monitoring.
All-in-one workforce tool
What do you like best about the product?
What I like best about Calabrio one is how it brings everything into one place, easy forecasting and scheduling, clear real-time adherence, and solid reporting. The dashboards are straightforward, and it helps the team stay aligned on performance without a lot of manual follow-up.
What do you dislike about the product?
What I dislike is that some features feel a bit complex or not very clear at first, especially when building advanced reports. The system can also be slow at times, and certain workflows take more clicks than necessary.
What problems is the product solving and how is that benefiting you?
Calabrio one is solving our workforce and performance management challenges by helping us forecast demand, schedule agents properly, and track real-time adherence and KPIs in one tool. That benefits me by reducing manual tracking, improving staffing accuracy, and giving clear visibility on performance so we can act faster on issues.
Effortless Interface Makes Work a Breeze
What do you like best about the product?
The ease of the interface. It is easy to onboard new reps and WFM team members.
What do you dislike about the product?
Some things that we are unsure on how to do, the help center is a little confusing and does not always follow the accesses that a specific user has.
What problems is the product solving and how is that benefiting you?
It it helping us to better plan time off. We have historically done all of these things through our HR platform. This causes a gap in coverage knowledge. Being about to add allowances and limits to PTO is going to restrict the automatic approval of absenses reducing out chances of being understaffed.
Workforce analyst senior
What do you like best about the product?
I appreciate Calabrio ONE for its simplicity and efficiency, as it combines real-time data, scheduling, and performance insights in a single platform. This integration significantly saves time and facilitates daily decision-making processes. The software enhances contact center operations by providing better visibility into real-time performance, reducing wait times, quickly addressing staffing issues, and identifying performance gaps through its clear analytics and quality insights. This leads to effective coaching and improved agent productivity. The smooth initial setup, supported by a well-guided onboarding team, further underscores the user-friendly nature of Calabrio ONE.
What do you dislike about the product?
One area that could be improved in Calabrio ONE is the speed and smoothness of the interface, especially when loading large reports. The slow loading speeds mainly affect my workflow when I am checking large reports or switching between dashboards. It sometimes takes longer than expected for data to refresh, which delays quick decisions in busy moments.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE to manage contact center performance, solving visibility and staffing issues, reducing wait times, and enhancing agent productivity. It integrates real-time data, scheduling, and analytics, streamlining operations and simplifying decision-making.
Saves Time & Enhances Call Evaluation
What do you like best about the product?
I appreciate how Calabrio ONE significantly saves time for me and my employees by streamlining the call review process. It transforms tasks that could take hours into just seconds, dramatically improving our operational efficiency. The software's capability to automatically evaluate employee performance and trend out customer concerns ensures that we remain responsive to both team performance and customer sentiment. Despite an initially rocky setup facilitated by a third party, the benefits that Calabrio ONE brings to our call center operations are immense, and the time saved is a considerable advantage.
What do you dislike about the product?
I hope one day there will be visual quality management for screen verification of where my employees are clicking. The initial setup wasn't through Calabrio ONE itself but through a different third party, and that was rocky.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for call recording, which helps understand customer sentiments and trends, reduces manual scoring time for call evaluations, and improves operational efficiency by reviewing insights quickly.
Calabrio Makes Resource Planning Effortless
What do you like best about the product?
We have been using Calabrio now for a few years. It has been a great bit of software that has made my life as a resource planner must easier. The adherence part is excellent for team management. The support we have received from Calabrio is the early set up stages was very good. Their staff are very helpful and friendly.
What do you dislike about the product?
Insights has been a challenge to get up and running.
What problems is the product solving and how is that benefiting you?
Calabrio helps us manage over 400 staff in our organisation. Without this tool we would be a mess. The reporting functions help us to an accurate picture on performance and areas we can look to improve on.
Intuitive Interface and Powerful Workforce Management
What do you like best about the product?
Calabrio ONE offers a very intuitive and user-friendly interface that makes workforce management, analytics, and quality assurance easy to navigate. The platform provides strong forecasting and scheduling capabilities, which help improve operational efficiency. I also appreciate how well the system integrates data across modules QA, analytics, and WFM making it easier to get a complete view of agent performance and customer experience. The reporting is detailed, customizable, and supports effective decision-making.
What do you dislike about the product?
Some features can feel slightly complex during initial onboarding, especially when configuring advanced analytics or custom reports. The system is powerful, but it may require additional training for new users to fully leverage all capabilities. At times, certain updates or sync processes take longer than expected, which could be improved. Additionally, more flexibility in dashboard customization would make the experience even better.
What problems is the product solving and how is that benefiting you?
Calabrio ONE helps streamline and centralize all workforce management and customer experience operations on a single platform. It solves key challenges like forecasting accuracy, schedule optimization, and real-time adherence, which ensures better staffing and reduced operational costs. The integrated QA and analytics modules help identify performance gaps, improve coaching, and enhance overall agent productivity.
Having all data in one system reduces manual work, eliminates information silos, and speeds up decision-making. Overall, it has improved efficiency, strengthened compliance, and helped deliver a more consistent and high-quality customer experience.
Having all data in one system reduces manual work, eliminates information silos, and speeds up decision-making. Overall, it has improved efficiency, strengthened compliance, and helped deliver a more consistent and high-quality customer experience.
Feature-Rich with Room for Subscription Clarity
What do you like best about the product?
I appreciate that Calabrio ONE comes equipped with the right tools for proper quality management, which enhances the efficiency and effectiveness of monitoring and evaluating service quality. The regular upgrades and improvements to the software ensure that I am always using the most current and effective version, which is a significant advantage in maintaining high standards. From a technical perspective, I find the logs collection feature invaluable as it provides critical insights into system operations and activities. Furthermore, the setup process of Calabrio ONE, overseen by a Calabrio engineer, appeared fast and straightforward, suggesting a well-designed implementation process. These aspects together make the system exceptionally useful and dependable in managing call recordings, monitoring, and evaluations effectively.
What do you dislike about the product?
I definitely find subscription management problematic, as there is no clear interface or option to understand what I am paying for. This includes not having visibility into storage usage, available licenses, and the proportion of stored data across voice, video, or text.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for call recordings, monitoring, and quality management, which enhances our service evaluation and workload predictions through effective tools and constant upgrades.
Clear, Well-Organized Tools That Are Easy to Use
What do you like best about the product?
The tools are organized in a clear manner and are easy to read.
What do you dislike about the product?
I am unable to add activities or record absences from the Historical Adherence menu. Additionally, whenever I open Insights, any non-Insights pages I have open automatically revert to the login screen.
What problems is the product solving and how is that benefiting you?
Mostly scheduling related issues. The forecasting module is ok but needs improvement.
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