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Scheduling Software moving to the next level
What do you like best about the product?
I love that there are multiple resources within Calabrio ONE. I have access to data, QA, WFM, and call recordings all in one program. The software is continually being updated and innovated to grow as the business grows. The Analytics tool can be game-changing for many different business types. It's a product that I advocate for because of the value it can bring to our business operations.
What do you dislike about the product?
I wish the Data Explorer feature was more user-friendly. There are people I can reach out to at Calabrio who can help and are excellent at putting things together. If Data Explorer had a more straightforward interface, it might make asking for assistance less frequent. They have listened to this feedback from myself and other users. They upgraded their reporting features and I can't wait to use their new Insights tool.
What problems is the product solving and how is that benefiting you?
Calabrio helps simplify our leave process and, with different tools, simplifies scheduling. There is a lot under the hood of the program, meaning there is a lot to learn. We have been able to launch custom dashboards to put more information at our agent's fingertips. I am confident that we will continue to find more ways to use it to gain efficiencies and get more out of our data.
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Great product, even better customer accessibility
What do you like best about the product?
For the most part, this is very user-friendly to use. Calabrio has so many different products that are geared to help your contact center from Quality Assurance to Workforce Management to coaching tools. We haven't been able test out the whole suite, but as for WFM & QM, we're very impressed with how the product is going, and we're even more impressed that Calabrio has stayed in contact throughout the entire duration, checking in on us and being available to answer our endless questions.
What do you dislike about the product?
Data Explorer is the most tricky about this whole product. No matter how much training I get, I feel like it's still beyond my comprehension.
What problems is the product solving and how is that benefiting you?
With WFM, it has taken all the manual work out of forecasting and scheduling that we were doing in spreadsheets. It has also improved our accuracy for forecasting the volume. There is still some data entry involved in forecasting, (it can be automatic via quick forecast, but for best results, follow the longer process when you can), but it still cuts the time that I spent in excel and reviewing our ACD reports significantly, as there was a lot of guess work involved where the ACD reports were inconclusive.
Good experience
What do you like best about the product?
Calabrio is a great tool when it comes to schedule management and shrinkage, interface seems friendly and is even easy to understand, I also love does not have big areas of improvement
What do you dislike about the product?
There are not too many things I can dislike, but I would like it to have more options for agents to request their own vacations and everything, this could save time
What problems is the product solving and how is that benefiting you?
Schedule management and OPS shrinkage, the benefit is that I have visibility in real-time in order to take corrective actions, avoid billing issues and schedule concerns
Great team to assist when needed
What do you like best about the product?
Forecasting and dashboards, looking to refine dashboards
What do you dislike about the product?
Data explorer but I'm getting there, all user right now
What problems is the product solving and how is that benefiting you?
Ability to see all of our data, in real time in one place
UI is clean, but missing some end-user functionalities
What do you like best about the product?
The calendar user interface is clean and easy to use
What do you dislike about the product?
Cannot customize reminders to less than 15mins before event
What problems is the product solving and how is that benefiting you?
Offers a clear overview of weekly schedule
Easy to use and implement WFM solution from small to large size organizations
What do you like best about the product?
First of all, Calabrio provides a great feedback tool called Ideas which allows you to enter future enhancements and the turnaround from Idea to productized is relatively quick. Calabrio also has a great team of consultants and Customer Success Managers so you feel listened to and cared for.
What do you dislike about the product?
Nothing to add aside from there can be challenges between Cloud team and Support teams being two different entities but overall they are continuing to improve internal and external communications and are open to feedback.
What problems is the product solving and how is that benefiting you?
From my perspective because Calabrio is easy to use and administer it gives enough time to discuss how to implement it as opposed to figuring out how to implement it.
Best Customer Support In The Industry
What do you like best about the product?
Calabrio offers great support. the 24x7 support is great
What do you dislike about the product?
They need more reports on agents and active users.
What problems is the product solving and how is that benefiting you?
Call recording
Calabrio 1
What do you like best about the product?
Being able to utilize and schedule all in one application. I love being able to monitor adherence and exact aux usage per our agents.
What do you dislike about the product?
I wish we could copy and paste activities to multiple agents on agent schedules without going through application management and copy schedule activites
What problems is the product solving and how is that benefiting you?
Calabrio is solving major adherence issues that arise and My team and I truly benefit from adherence metrics keeping our performance and business needs prioritized.
The best work schedule tool I have had so far!
What do you like best about the product?
User-friendly and it provides easy way to manage my work schedule and monitor it while at work or off work.
What do you dislike about the product?
It’s perfect that I couldn’t think of anything.
What problems is the product solving and how is that benefiting you?
It resolves my work schedule conflict by providing me an option to easily request time-off or request extra time.
Outstanding Experience
What do you like best about the product?
I've used this and I do like the interface and how it looks and the way the buttons are connected to the functions I require to use in a specific circumstance.
What do you dislike about the product?
During my experiences using this type of software, I have not encountered any function or option that I do not like. I've just gotten used to the way it was designed. It took some time but I have no complaints.
What problems is the product solving and how is that benefiting you?
I have used the software for quite some time and I have never had issues regarding the functionality of this specific type of software if I compare it to similar ones.
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