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A Game Changer in WorkForce Management
What do you like best about the product?
I like how user-friendly the Calabrio System is. It has the capabilities to run forecasting and staffing based on historical trends. It has a ton of neat features.
What do you dislike about the product?
As of right now, there isn't anything we dislike about the product. The Calabrio Support/Services team are readily available to address technical questions or concerns.
What problems is the product solving and how is that benefiting you?
Calabrio uses our historical data and trends to develop staffing and scheduling based on times when our call center may be busier. This system gives us the flexibility to not need to create manual schedules and rather have our agents working where it is most optimized. The agents love that their interface gives them the notification of when to go on break.
Recommendations to others considering the product:
I would give this product a try and highly recommend it to anyone running a call center like us. It opens up many doors that are beneficial in the area of workforce management and optimization.
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Calabrio Easy to use powerful tool
What do you like best about the product?
Easy interface. Unlike other recording solutions, the learning curve is not very high. Able to find the recordings that I need quickly.
What do you dislike about the product?
So far, I do not have any complaints. We have been using this for close to 5 years.
What problems is the product solving and how is that benefiting you?
We use it to monitor patient phone calls for a large hospital system in Ohio. Great tool to use to train our new agents to get them ready to get on the phones quicker.
Great product with lots of Potential
What do you like best about the product?
The Recording & Sentiment feature. It helps out analysts, or we can say evaluators, to quickly pick up the type of call to review.
What do you dislike about the product?
Nothing as of now, however, I am starting to feel that there could have been more simple features in the recording application. I like the application overall, though.
What problems is the product solving and how is that benefiting you?
Calabrio recording system is helping us in evaluating and analyzing the recorded call of our agents. As I have stated above, I like the sentiment feature of the application as it allows our evaluators to recognize not-so-well calls with the customers and evaluate the Agent for its improvement.
Calabrio is best way to track WF
What do you like best about the product?
The best thing is that your team is able to track each others working hours. I appreciate that we can swap members shifts easily with one click and it is a very goof feauture.
What do you dislike about the product?
Bad thing is that we could not swap day offs easily and we have 4 different manual tasks to do there. It can be better if it would be easily changed. Also, it can be improved in a way that administrators should be able to track absents easily.
What problems is the product solving and how is that benefiting you?
We are easily checking who is absent and who is not. It is good for finances, too as we do not need more WF employees to track it. So that we are able to do better performance, as team knows we check it.
Recommendations to others considering the product:
Consider that you should integrate it with another platform and for the start it needs some time to reflect (1-2 days)
Great program!
What do you like best about the product?
I love the goals within Calabria that helps organize my daily worklist. It also helps me streamline the process, so i can get my activities completed in a timely manner.
What do you dislike about the product?
I don't have any dislikes; Calabrio is a great program. I will say that I would prefer if it said outbound/ inbound and the numbers of the phone numbers. But other than that, it's great!
What problems is the product solving and how is that benefiting you?
I am able to speed up and slow down the calls to streamline the process as well, which helps me complete my calls.
Recommendations to others considering the product:
Try it, its a great tool to help you be successful.
One of the Great products from Calabrio !
What do you like best about the product?
Easy Automation and Reporting. A comprehensive view of engagements makes it easy to determine the high impact, high risk contributing factors.
learning Analytics is good.
learning Analytics is good.
What do you dislike about the product?
Not much to dislike in QM&A that I came across. The documentation can be improved and custom search can be enhanced. Video training/coaching can be made interactive.
What problems is the product solving and how is that benefiting you?
Call Recording Analytics is very helpful, especially the scoring part.
Calabrio is pretty good.
What do you like best about the product?
I like that it's cloud-based and highly customizable with its filter settings. I particularly love its custom reports.
What do you dislike about the product?
There are some limitations when it comes to automated reporting, and I wish it had better integrations with various phone systems.
What problems is the product solving and how is that benefiting you?
Scheduling, service queue management, and skilling. Being able to address all these concerns across multiple partnerships with one log in.
Great, intuitive WFM suite!
What do you like best about the product?
Having a streamlined solution for every role involved in the contact centre, from front-line reps to analysts and management. It works perfectly for every level.
What do you dislike about the product?
I honestly can't think of anything I dislike about Calabrio... and that's with daily use for my own schedule, reviewing specific call recordings, submitting shift changes/vacation. Every function is straightforward.
What problems is the product solving and how is that benefiting you?
Scheduling, quality control, and forecasting are all handled through Calabrio in our organization. The streamlined WFM solution has helped unify our various departments and saved a lot of work hours.
Recommendations to others considering the product:
Calabrio ONE is the one!
Large learning curve but easy to use once you know how to
What do you like best about the product?
I really like the schedules in the web view and how many things we can do in the web rather than the remote desktop client. I would like it if eventually everything can be done through the web client.
What do you dislike about the product?
The remote desktop isn't easy to understand and can feel difficult when you are first using it. We had to learn everything after our WFM quit and the remote desktop wasn't user friendly or intuitive.
What problems is the product solving and how is that benefiting you?
We are able to update schedules quickly, view adherance, and run some basic reports that we need ran daily. This is super helpful for my team as we can quickly glance at where the team is at.
Good product but still lacking some features or improvement on some of their existing features
What do you like best about the product?
I like how simple the forecasting process is in Teleopti, the mannual processes and teleopti web features.
What do you dislike about the product?
I dislike that the meeting overview gets stuck quite often and it does not let you move breaks or activities via the meeting overview, so you have to open both the meeting overview and the schedules. I would like that there would be a way to say to the system who and what dates to schedule and that it would assess the best times and schedule the meetings, as all the info is in there with the forecast, etc. In addition, a meeting added via the remote desktop cannot be cancelled or moved via the web portal, which is what our RTM department uses.
That the skills with minimum and maximum staffing don't show in any skill summary, so it is not possible to evaluate a team's staffing that has both forecasted and skills with min/max because the result will only show the difference between the forecast and the scheduled agents/hours.
That the skills with minimum and maximum staffing don't show in any skill summary, so it is not possible to evaluate a team's staffing that has both forecasted and skills with min/max because the result will only show the difference between the forecast and the scheduled agents/hours.
What problems is the product solving and how is that benefiting you?
Not much yet
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