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Excellent Product
What do you like best about the product?
The way the system links up to MITEL and obtains all call volumes to help forecast for future years. Also the easy method of making changes to shifts once released.
What do you dislike about the product?
Unable to alter shrinkage percentage on the system for different teams due to how they work. Also planning different types of meetings other than monthly weekly or daily
What problems is the product solving and how is that benefiting you?
Calabrio - helps us stop using xcel as much to plan shedules forecast calls and look at staffing numbers required as its all planned in the system once set up correctly.
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Teleopti is awesome but Calabrio is the worst
What do you like best about the product?
The only thing I like about Calabrio ONE is their scheduling tool previously called Teleopti. The support team at Teleopti is awesome and the product is actually user experience focused. At least the old client version of it. If it wasn't for this tool I would give Calabrio a 0.
What do you dislike about the product?
Every time i interact with any other tool in their suite I'm depply dissappointed and to be honest, their products is kind of a joke. It's apparent that they only care about money and not the user experience. The Calabrio/data explorer customer service is horrible and they doesn't seem to have any internal communication between their different module teams.
What problems is the product solving and how is that benefiting you?
Their Teleopti product is solving our workforce planning, forecasting and live monitoring. It fulfilles our needs in this area. Again, if I'm rating Calabrio ONE as in the entire product the rating is very low. If you would ask me to only rate their scheduling module they would get very high ratings from me.
Calabrio has changed the working environment for the better (no more sheets!)
What do you like best about the product?
Calabrio gives employees more freedom and empowerment whilst keeping control.
The ease of use is fantastic.
The ease of use is fantastic.
What do you dislike about the product?
The meetings module can sometimes be slow and/or time out.
What problems is the product solving and how is that benefiting you?
Scheduling, data accuracy, Agent visibility
The fight between anticipation and being disappointed.
What do you like best about the product?
There are a lot of possibilities to work with the tool and create useful reports and dashboards. I had to learn the basics of report and dashboard creation before I took the basic training. So I understand the system better than the rest of my colleagues.
What do you dislike about the product?
After trying out DX and creating many reports and dashboards, I noticed that the system has a lot of limitations. The limitations are noticeable when you want to short the data and present it after the date when the system locks it in 15 min intervals, and we can't change that to days, weeks, or months. This makes it a lot harder to create valuable reports and we have instead resorted to gathering metadata via external tools and creating our own reports and creating our own dashboard.
What problems is the product solving and how is that benefiting you?
It is our workforce tool, so we schedule our advisors and create forecasts from data we gather from the calls. We use it also as a report tool, when we want to look closer on occupany and adherence.
some charateristics need improvement
What do you like best about the product?
simple scheduling procedures and shift modules
What do you dislike about the product?
forecast and reports need more enhancement
What problems is the product solving and how is that benefiting you?
meeting scheduler in web based interface
Opportunities for growth and provide better results
What do you like best about the product?
What I have enjoyed the most with Calabrio is the automation of the scheduler's tasks. It takes time to prepare all the settings, but once you're done, the entire scheduling process is fast and accurate, thanks to optimization.
What do you dislike about the product?
Not that I don't like it, but the learning curve can take a while, especially when you're taking on multiple roles. Thanks to all the training videos on the Calabrio Learning Center online page. Good job, Tanya Juarez - Sweeney!
What problems is the product solving and how is that benefiting you?
Calabrio is helping with time to prepare the forecast and schedule, better visualization of analyst availability and skills, service delivery analysis, and training opportunities.
Great way to analyze agents, focusing on BOTH workforce optimization & quality
What do you like best about the product?
All the numerous resources on Calabrio’s website like webinars, user guides, videos, discussions, etc. I find them to be extremely helpful, especially as a newer member of the workforce management team!
What do you dislike about the product?
Since our organization is currently implementing Calabrio ONE (upgrading from the original version of Calabrio), I do not have any feedback in terms of dislikes at this time.
What problems is the product solving and how is that benefiting you?
Calabrio is helping us track real-time analytics and provide our clients (internal departments) the most accurate data. It allows agents to review their calls and stats in real-time, and provides higher visibility to supervisors in what their agents' day-to-day activity looks like.
New to the Calabrio world
What do you like best about the product?
The initial deployment is smooth, easily accomplished and well supported by the Calabrio team.
What do you dislike about the product?
Business groups looking to leverage APIs for BI data will find some limits
What problems is the product solving and how is that benefiting you?
Calabrio One is the Contact Center solution for our Cisco PCCE. It replaced a non-existent solution
Administrator of calabrio One application
What do you like best about the product?
very good and complex product with lots of options
What do you dislike about the product?
Support from Calabrio is not as quick as I would prefer.
What problems is the product solving and how is that benefiting you?
helping with audio/screen recording solution for our clients
Better than expected!
What do you like best about the product?
Calabrio ONE is a software that is not used in Universities like it is used in ours. We are able to record and review our agents with forms that allow them to see their progress and things that they need improvement on.
What do you dislike about the product?
The only complaint that I have is that you cannot search with the enter button in calabrio.
What problems is the product solving and how is that benefiting you?
Calabrio ONE helps solve a lot of our issues within the University Quality Assurance wise. Allows us to provide the best service to our students.
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