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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.
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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
Calabrio is not easy to use
What do you like best about the product?
That the software records my staff's calls or review and accountability. And allow us to be audit-ready for the state in the event that calls need to be reviewed at all.
What do you dislike about the product?
I do not like how hard it is for anyone to install, or manage Calabrio, it is simply too hard to ensure that you are not going over your licenses, it is too hard to correct duplicate accounts
What problems is the product solving and how is that benefiting you?
I am having problems with simply using the software in a meaningful way, every time I use Calabrio I feel insulted because there are far more complicated programs that are still easier to use.
Mostly Satisified
What do you like best about the product?
I like the user-Friendly interface that comes along with Teltopi. The choice in Colours makes it easier to look at in the web mode.
What do you dislike about the product?
Long turnaround time for problems to be resolved, Delays with live time data make it more difficult to use teleopti in a real time fashion.
What problems is the product solving and how is that benefiting you?
Forecasting and scheduling are a lot easier than previous software.
Great experience good
What do you like best about the product?
Calabrio is the only WFO vendor that combines speech, desktop and text analytics in one robust solution. Unlock the goldmine of intelligence buried in your contact center and transform every customer interaction into usable data and distill that data into key trends
What do you dislike about the product?
All is going well. great , I recommend every one
What problems is the product solving and how is that benefiting you?
It helps to go with smooth business, it is really aprcreated
Recommendations to others considering the product:
Yes
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