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Calabrio supports their people!
What do you like best about the product?
I don’t use all of Calabrio, and I knew nothing about it a year ago. I found the employees and staff to be super helpful, and friendly. They have a ton of resources on their website you can learn from which includes user guides, webinar’s, etc. They make it fun and interesting, and they keep you up-to-date on what is happening in the contact center world. I would recommend them to anyone.
What do you dislike about the product?
More instructional videos would be fantastic.
What problems is the product solving and how is that benefiting you?
One of the ways Calabrio helps us is through speech analytics. We can find positive or negative situations we would not be aware of without this tool.
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Calabrio WON
What do you like best about the product?
Calabrio One has been a fantastic tool to help my team and me accurately track and record all data points within our WF system. Calabrio ONE's best feature for me is the ability to, in real time, see adherence and Avaya activity.
What do you dislike about the product?
The only thing I dislike about the system is the inability to copy agent activity exceptions to multiple agents without application management. I wish there were a way to add a "copy/paste activity" button where the "insert activity, schedule history, and edit notes" drop-down would be.
What problems is the product solving and how is that benefiting you?
Calabrio ONE Is helping my team and I solve adherence or exception alerts by allowing us to track and monitor agents in real-time. This position helps us forecast and better utilize our agents' day-to-day activities.
calabrio its very helpfull to check my schedule
What do you like best about the product?
i can check my schedule evert time i wants, aso in my phone.
What do you dislike about the product?
all it's perfect, very easy to undestand i don't dislike anything about calabrio
What problems is the product solving and how is that benefiting you?
i use calabrio to check my schedule for work
Calabrio is an incredibly helpful tool in our contact center in all aspects
What do you like best about the product?
Calabrio is very customizable to your needs and contact center or workforce size and capabilities.
What do you dislike about the product?
Not all features are available in on-prem (even in a "lite" version) like there is with Calabrio cloud, which makes storage a little difficult for the time being
What problems is the product solving and how is that benefiting you?
It is solving our workforce forecasting needs to better staff based on call and chat/email volume
Calabrio WFM has a lot going for them
What do you like best about the product?
I like that Calabrio WFM is easy to use and user-intuitive. You can also see that they listen to their customers through their IDEAS portal. They've already incorporated into new versions a number of our requests.
What do you dislike about the product?
The downside of simplicity is the lack of some features that seem complex but are required/essential. Some features have already existed with competitors for years, but they still don't have them. Examples of essentials in a WFM tool include Shrinkage Reports (per interval), robust employee information reports, and complete and flexible schedule reports.
What problems is the product solving and how is that benefiting you?
Calabrio addresses agents' needs via the agent-empowering features in MyTime that aren't complicated to use: self-scheduling, absence/overtime requests, and shift swaps. On the web version, there's shift bidding. It benefits us by making automation possible within the tool.
The system is user friendly and helps with identifying gaps!
What do you like best about the product?
User friendly and helps to identify gaps
What do you dislike about the product?
So far just learning reporting, takes time to learn
What problems is the product solving and how is that benefiting you?
The am managegment reporting screen captures
Gold standard product and customer focus
What do you like best about the product?
The innovation the product team continues to bring to the product suite through strategic acquisitions like Teleopti or their own homegrown initiatives based on customer feedback.
What do you dislike about the product?
Having previously been on the premise based solution I would say that was my dislike however now having migrated to the cloud has eliminated the issue for our business
What problems is the product solving and how is that benefiting you?
They are balancing their focus on innovation in areas that can benefit the contact center customers and the agents that are on the front line. Their focus on the impact of being an agent has on the human side of things and looking at ways to help reduce that stress is positive for all organizations agents.
Calabrio is Great!
What do you like best about the product?
I have learned a lot about Calabrio over the past few months, since C3, I have been able to create shift bags, forecast and develop schedules.
What do you dislike about the product?
During the webinar, I was told that the Teams section will soon be removed.
What problems is the product solving and how is that benefiting you?
Currently replace our WFM, it has solved our issue with our offline workers and we now know of the add on that we can purchase.
Calabrio allows my team to schedule with ease.
What do you like best about the product?
The most helpful part of Calabrio is the ease in which we can not only schedule but get on demand reporting to help our department and company prepare for the future.
What do you dislike about the product?
Some parts of the system are not as intuitive as would be expected. Some places work like excel others don't. Reporting works great 99% of the time but the 1% can cause the need to double check with other reporting outside of calabrio.
What problems is the product solving and how is that benefiting you?
We doubled our department almost overnight. Calabrio allowed us to update our procedures to meet the needs of twice the number of people. We can now see adherence and attendance in one place with our schedules.
Calabrio is great product and user friendly
What do you like best about the product?
Easy to record calls and retrieve them, rate them. Useful for agent scheduling and getting agent reports. Supervisors can monitor agent calls, barge in and provide live support when agents are on an active call.
What do you dislike about the product?
Calabrio software uses a lot of different servers, one for each. If they can minimize the usage of servers, costs will be reduced, managing the Calabrio environment will be much easier.
What problems is the product solving and how is that benefiting you?
Getting access to recorded calls whenever needed. Call recordings are saved in one location and stored for extended periods. Being in the Health care business is the main goal calabrio is solving right now.
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