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No customer support
What do you like best about the product?
Easy to use on the agent side. Updating schedules was easy enough but could easily be improved upon to make quality of life improvements.
What do you dislike about the product?
The systems are so un user friendly that it makes using them such a headache. Trying to get any sort of support from the vendor has been near impossible. Even when they do respond it's to direct you to their self training/help guide and if that doesn't work they still will not give assistance.
What problems is the product solving and how is that benefiting you?
It is not solving any issues. Usually the system creates more issues than it solves and getting any type of live support never happens. Outside of the agents having a spot to see their schedules there is no benefit.
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Best way for workforce management
What do you like best about the product?
It helps you to create schedules, check absents and to see the adherence. You can also swap shifts and add overtime hours. Comparing to other platforms,I do not know,but its a great tool.
What do you dislike about the product?
It would be good to have notification on adherence. If someone is not adhering the schedule. Also it would be great if agents will be able to check how many vacation days are left.
What problems is the product solving and how is that benefiting you?
It is easy to use, user-friendly platform so you can easily define who to pay for their work and who not (absences). You get more productive because you can track the adherence.
Workforce Manager
What do you like best about the product?
Dynamic Reporting and better user experience with dashboards
What do you dislike about the product?
I don't see any dislikes at this time from last product to this one.
What problems is the product solving and how is that benefiting you?
Dynamic Scheduling and drill down dashboards
Long time user of the Calabrio suite of products
What do you like best about the product?
Constant innovation helps keep the business at the forefront of contact center effectiveness
What do you dislike about the product?
Bugs in the system can hamper the usability
What problems is the product solving and how is that benefiting you?
Quality assurance and visibility into the voice of the customer
Recommendations to others considering the product:
Make sure to understand the licensing models and maintenance support financials
It is great working with the Calabrio team!
What do you like best about the product?
The personalized support and attention. Always very quick to respond and find out the answer if they don't know.
What do you dislike about the product?
There are a few features that could be enhanced. For example we have multiple offices in countries with different time off benefits. It would be nice to show those for only those offices. Also to have certain restrictions on benefits. For example a holiday can only be used in a full day not hour increments.
What problems is the product solving and how is that benefiting you?
The ability to have multiple teams and offices staffing/schedule in one location. We can really see our 24/7 coverage and show when they are staffing concerns.
My review of Calabrio One WFM
What do you like best about the product?
Easy to use web GUI. Exports are able to be seen in Chrome and no external client needed. Sync'ing with Cisco Contact center to add users and roles.
What do you dislike about the product?
No way to easily troubleshoot client from the web GUI. Upgrades aren't very easy to perform. Need a better failover platform.
What problems is the product solving and how is that benefiting you?
Allowing better analytic reports for upper management in regards to the agent's recordings.
Calabrio One Experience
What do you like best about the product?
I enjoy the user-friendly experience and how useful the Help menu is.
What do you dislike about the product?
It is lacking some functionality that seems like it would be fairly easy to include.
What problems is the product solving and how is that benefiting you?
Our business is just starting to use Calabrio One for WFM purposes such as scheduling and forecasting. it has proven useful to identify gaps in staff coverage and adjust as needed.
Recommendations to others considering the product:
Record your training for future reference. There is a lot of information to learn and some of it is likely to be lost in the beginning.
Highly Recommend
What do you like best about the product?
Calabrio has helped my team achieve workforce goals and ease our planning process.
What do you dislike about the product?
Would love more forecasting process enhancements that utilize algorithms versus just averages
What problems is the product solving and how is that benefiting you?
no current issues
Nice Tool
What do you like best about the product?
Like how this tool can connect to a client server and allow people around account to log in and view agent real time status.
What do you dislike about the product?
Schedule managing and keeping all schedules properly updated.
What problems is the product solving and how is that benefiting you?
Client visibility to agent real time activity according to schedules
Good cloud-based WFM tool
What do you like best about the product?
Easy to configure, you can export a large number of users in seconds, a very user-friendly interface, mobile access is a big plus, excellent support for the client service side.
What do you dislike about the product?
Not that good when it comes to creating schedules.
What problems is the product solving and how is that benefiting you?
Managing multiple rosters, delivering basic reports.
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