Calabrio ONE
CalabrioReviews from AWS customer
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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.
There were some things about my experience that I liked but more that I would change
What do you like best about the product?
I like the ability to add optional columns and that you can copy and paste from the People module to Excel. It makes external reporting a little bit easier.
What do you dislike about the product?
The tool we used before Teleopti had a meeting scheduler where you could say I have X number of people and they can be scheduled in this timeframe and it would do it for you. We never got that with Teleopti and it would have been nice to have. I also feel like we had a lot of issues with Adherence reporting. It seems like it stopped working at least once every few months and each time took a long time to get resolved.
What problems is the product solving and how is that benefiting you?
Our team has been through a lot of change in the last few years and until we got Teleopti we never really forecasted or used the Result bar. We changed that when we moved over and I like that the Result bar is easy to understand.
Calabrio Teleopti
What do you like best about the product?
Meeting function - there is history when you add this function in Calabrio web which is very important in scheduling tracking.
What do you dislike about the product?
Meeting function in the resource planner. There will be no history when you add this in the resource planner vs. in the web. The meeting function has more options in the resource planner vs. in the web.
What problems is the product solving and how is that benefiting you?
Scheduling of off phone activities via schedule optimizations. This feature saves us time and eliminates manual processes.
Recommendations to others considering the product:
Enhance Meeting Function in the Resource Planner
Great software for WFM
What do you like best about the product?
Great Forecasting Tools. User friendly (for the employees). Multiple time zone adjustments work great.
What do you dislike about the product?
For a small company works fine, for a big one it works fine too, but it can be very slow sometimes.
What problems is the product solving and how is that benefiting you?
Forecasting part was a weak point for the company, Calabrio has a lot of options and forecasting data analysis that help us a lot.
Good for a typical contact center, but needs some improvements
What do you like best about the product?
Calabrio is easy to use for both the agent and the WFM team. It was easy to learn, set-up and logical in the processes. We use the WFM platform only due to the nature of our business.
What do you dislike about the product?
There are a couple of drawbacks with the product. The largest is it's current inability to process partial trades through an automated process. The second is the fact that you have to purchase a separate license to access some of the set-up for people, schedules, shifts and forecasts.
What problems is the product solving and how is that benefiting you?
We are and have been a 100% remote call center with employees in various countries. My team can handle more agents than previously with our other software.
Recommendations to others considering the product:
Make sure that you have a clear understanding of the functional needs of the operations team and have them participate in the demo.
Although it offers many features, sometimes it runs way too slow
What do you like best about the product?
It has a lot of ways to customize exactly how you want things to work. You can create many different rules for different locations, skills, full-time vs part-time, etc. I like that we get weekly meetings to go over any questions or issues.
What do you dislike about the product?
My main complaint is how slowly it runs sometimes. It might not sound like a big deal, but when you open a team schedule and it takes 5min to load, that interrupts the workflow. It's also a shame that it does not integrate with Paycom. It also takes a long time to develop and implement things that were requested from the beginning.
What problems is the product solving and how is that benefiting you?
Calabrio handles our forecasting, scheduling, and real-time analysis. It provides more customization options compared to some other apps/software that I've seen.
Recommendations to others considering the product:
It offers a ton of customizations, take the time to learn what it can do and to set everything up according to your needs.
Good for business lines but not backend admins.
What do you like best about the product?
Seeing the new products that will be coming out.
What do you dislike about the product?
I look for the high technical pieces and want to see specific details about setup and configuration. I feel like most of the discussions were at a higher level.
What problems is the product solving and how is that benefiting you?
Call recording
Recommendations to others considering the product:
Be clear about all of the separate licenses.
Good Tool to manage schedules
What do you like best about the product?
View the agent schedules and the color format they have in schedules
What do you dislike about the product?
Adherence piece is not accurate sometimes, and some other times do not work properly
What problems is the product solving and how is that benefiting you?
agents scheduling views, adherence, requests etc
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