Calabrio ONE
CalabrioReviews from AWS customer
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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.
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.
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.
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