Calabrio ONE
CalabrioReviews from AWS customer
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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
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.
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.
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