Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
Call Recording and WFM
What do you like best about the product?
Ease of access and system setups. Call recording that works.
What do you dislike about the product?
There is nothing that I dislike about the product.
What problems is the product solving and how is that benefiting you?
The problem of quality management is what is being solved with Calabrio one
Recommendations to others considering the product:
So much better than audiolog or the other companies that offer call recording.
- Leave a Comment |
- Mark review as helpful
Calabrio is a useful tool, and support staff are the best!
What do you like best about the product?
The support staff by far is what makes Calabrio stand out from competitors. Training was great, and issues are addressed and resolved quickly. There was never an issue that required escalation, and our project manager always communicated updates proactively.
What do you dislike about the product?
Email volume does not track well in Calabrio; you cannot see a growing backlog and must rely on external tools for that. Long-term forecasting is also challenging to do efficiently as you are required to walk through many steps that don't easily copy over to multiple workloads (skill groups).
What problems is the product solving and how is that benefiting you?
Calabrio covers all of the basics. Schedule optimization, tracking forecasting accuracy, and improving schedule adherence have all been expectations we had for implementations that we accomplished quickly after deployment.
Great user experience
What do you like best about the product?
User friendly
Clean design throughout
Wiki is avaliable to help with anything
Not clunky
Mobile app
Clean design throughout
Wiki is avaliable to help with anything
Not clunky
Mobile app
What do you dislike about the product?
Ideas to improve the system have to be logged then voted on. ideas should be submitted, and if it improves the system should be taken into account
What problems is the product solving and how is that benefiting you?
Real time effectiveness and ease of use for all levels of users. Along with an improving our planning cycle through using calabrio one
Calabrio ONE appears to be a very stable & reliable platform, but has some limitations.
What do you like best about the product?
Stability. The application is mostly trouble-free. We had one brief issue immediately after our initial deployment, but Calabrio support was able to assist us with a configuration change that resolved the issue. During the time we had this problem, we did not lose any call recordings, which is a major plus. (all activity was queued up, and downloaded into Calabrio once the config issue was resolved.
What do you dislike about the product?
We've asked for a few enhancements to address security vulnerabilities utilizing IAM Role-Based security methods. To date, we are still waiting on the security enhancement, which has gone through multiple developmetn cycles within Calabrio, yet still remains unavailable.
During our Sales process, we were assured that "Speech Energy" data would be available to us. We later were advised that this would require custom development, and we were given a time frame for completion. We missed that, and several subsequent promised delivery dates. When we pressed Calabrio for resolution, they ultimately admitted that what we were asking for is not available to us. "Speech Energy" data is a common staple in contact center reporting, so this was extremely disappointing - espcially since we first were told it was available, then told it had to be developed (with several promised delivery dates) only to find out that it simply cannot be done.
We also have an ongoing incident with slow playback on longer recordings. We were told that there is a way to fix this, but it would require extensive code re-writes, and would be very difficult. Instead, we were given a clunky workaround that requires extra labor to implement, install, re-train agents, etc. This workaround also uses an older HTTPS security protocol, which may cause problems in the future. Our perception is that Calabrio has identified the issue, has a permanent solution, but is choosing not to pursue it becasue it will be too much work. We are expected to be happy with the workaround and declare this issue "Resolved".
During our Sales process, we were assured that "Speech Energy" data would be available to us. We later were advised that this would require custom development, and we were given a time frame for completion. We missed that, and several subsequent promised delivery dates. When we pressed Calabrio for resolution, they ultimately admitted that what we were asking for is not available to us. "Speech Energy" data is a common staple in contact center reporting, so this was extremely disappointing - espcially since we first were told it was available, then told it had to be developed (with several promised delivery dates) only to find out that it simply cannot be done.
We also have an ongoing incident with slow playback on longer recordings. We were told that there is a way to fix this, but it would require extensive code re-writes, and would be very difficult. Instead, we were given a clunky workaround that requires extra labor to implement, install, re-train agents, etc. This workaround also uses an older HTTPS security protocol, which may cause problems in the future. Our perception is that Calabrio has identified the issue, has a permanent solution, but is choosing not to pursue it becasue it will be too much work. We are expected to be happy with the workaround and declare this issue "Resolved".
What problems is the product solving and how is that benefiting you?
We have a much more reliable and stable call recording platform with Calabrio ONE than we had with our prior system. We were able to reduce our server footprint by 27 virtual servers, and 6 chassis-based servers, and all the associated overhead required to manage that environment. We have had almost no functionality incidents or outages with Calabrio ONE - the one we did have was related to a configuration discrepency early after our deployment, and was resolved quickly with Calabrio support assistance.
Calabrio ONE, specifically WFM, is a powerful and easy to use tool for our organization.
What do you like best about the product?
The tool allows us to schedule based on our complex needs in our multiskilled contact center. We can accommodate how we would like to schedule agents to give them time for personal growth and training while making sure we are meeting the needs of our customers.
What do you dislike about the product?
Some of the intraday monitoring tools are a little bit lacking. We've had to develop custom solutions outside of the WFM tool to track metrics like available capacity. It would be great if we could have everything available through a single source instead of monitoring multiple different dashboards.
What problems is the product solving and how is that benefiting you?
The problem we are solving with Calabrio ONE is making sure that we are scheduling our agents to be in the right place and at the right time while taking personal impacts into account. We've realized that we can get a more accurate forecast and schedule using a tool like Calabrio ONE compared to another tool.
My Calabrio One experience
What do you like best about the product?
I like being able to review agent performance and call quality. I also like the ability to do word cloud analytics which show what the hot topics are for ourcustomers.
What do you dislike about the product?
I find the main downside is the technical footprint of the solution. We are maintaining 23 virtual and physical servers. Also, there are many moving pieces to Calabrio QM
What problems is the product solving and how is that benefiting you?
We are definitely increasing the quality of our Agent's training as well as improving the quality of our customer experience with our call centers. We are not just recording contacts but continuously improving.
Compared with Cisco and Oracle. Loll. Calabrio offer the best customer/tac services so far. :)
What do you like best about the product?
Calabrio tac enginers are the best so far compared with Cisco and Oracle. loll. I do not know how to discribe it. Calabrio offer the best tac services.
What do you dislike about the product?
Not really anything that I dislike. if Calabrio can make their production more install friendly, that will be a plus.
What problems is the product solving and how is that benefiting you?
Our Calabrio system has network disconnect alert. I opened a ticket and reviewed the log with the Calabrio tac engineer. They are super friendly and explained the issues to me.
Recommendations to others considering the product:
Make Calabrio ONE more easy to install
Best in class suite for monitoring call center performance and quality
What do you like best about the product?
Has many more features than competitors. Well implemented solution
What do you dislike about the product?
Can have a steep learning curve, but great training and support provided by calabrio
What problems is the product solving and how is that benefiting you?
Agent monitoring, call center forecasting, staffing, reporting, quality management
Recommendations to others considering the product:
Take the time to set up correctly the first time.
Large - Multi country remote workforce
What do you like best about the product?
Calabrio WFM cloud based solution is a great product for a remote multi-cultural workforce. The product is configurable to meet the different government requirements and work rules but not complex to use for our 100% remote 2000+ team members.
What do you dislike about the product?
Our team members demand more schedule flexibility. While the current product is lacking in this area, I feel that the Calabrio team is listening and working towards making changes in the product to increase our ability to be more flexible.
What problems is the product solving and how is that benefiting you?
Before working with Calabrio Workforce Management, our leadership and workforce management team had no insight into our agents' performance regarding attendance and schedule adherence. We now have these insights into these metrics to better understand our staffing needs.
Recommendations to others considering the product:
Make sure you have a clear understanding of what is essential in a product from the operational side, looking at the complete picture of the business, not only considering the WFM aspects.
Calabrio has been a great application to streamline into one application.
What do you like best about the product?
I think it is beneficial to see all the data in one place. I love that I can have all my call evaluations in one place, see all the scores and find our trouble points and assess them right then and there.
What do you dislike about the product?
Once you create an evaluation, you need to deactivate it and then clone it to make edits. This is not user-friendly.
What problems is the product solving and how is that benefiting you?
We have more reporting data and have assessed our agent's call to better address training, customer service, and weak service points in the products we offer.
showing 191 - 200