Calabrio ONE
CalabrioReviews from AWS customer
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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
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.
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.
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