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Calabrio
What do you like best about the product?
I love the combination of speech and text solutions analytics. Makes my job a lot easier
What do you dislike about the product?
I wish we could create custom scorecards for individual agents
What problems is the product solving and how is that benefiting you?
How to optimize call volumes with our agent's call handle time. By evaluating average call handle times, we want to adjust the time in between calls to create a good call volume for our customers while keeping in mind wait times.
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A push to the cloud without cloud provider agreements!!!
What do you like best about the product?
The system works very well for our needs and is easy to use from a user perspective.
What do you dislike about the product?
This past year during our renewal, Calabrio made a push for us to go to the cloud. However, when we requested agreements from Calabrio for their cloud services we were told that all agreements were between us and the reseller. This didn't make sense since the reseller doesn't provide services for the cloud services with Calabrio; they only sell the product. We have purchased many cloud service applications from this same reseller in the past and all have had an MSA to sign between us and the provider; never the reseller. Calabrio had no clue what to think, they just kept referring us to their EULA. A EULA only tells the end user rights and restrictions; it has nothing to hold Calabrio accountable for the service they provided. When they finally understood and their "legal" team provided an MSA that was non-negotiable, it read as though they just grabbed a bunch of junk from the Internet and it was all over the place. We sent it to our lawyer for review to get their thoughts and quite honestly they too felt the same; their exact words were "that they had never seen an agreement like it!" Needless to say, we decided to stick with on-prem and we will probably be looking for a new vendor this next year.
For the Calabrio software itself, management tasks are a little clunky. You have to have a system admin-level account to access certain features and a separate admin-level account to perform other features. You cannot have a single user with the ability to perform all "system" and "application" level admin functions. To some like us, this is a security issue in that you have to share a "system" level account between all admins who may need access for support.
For the Calabrio software itself, management tasks are a little clunky. You have to have a system admin-level account to access certain features and a separate admin-level account to perform other features. You cannot have a single user with the ability to perform all "system" and "application" level admin functions. To some like us, this is a security issue in that you have to share a "system" level account between all admins who may need access for support.
What problems is the product solving and how is that benefiting you?
We needed a solution to record calls for dispute purposes. The system has also provided us with the ability to "score" our call center on their calls.
Calabrio ONE Review
What do you like best about the product?
Ease of Access data layout and reporting feature through Data Explorer
What do you dislike about the product?
This could be a hardware performance issue. Sometimes pulling calls and data is slow.
What problems is the product solving and how is that benefiting you?
Quality assurance and performance issues
Recommendations to others considering the product:
Crate wizard processes for custom reporting and QA scoring metrics
Reports in Data Explorer not updating
What do you like best about the product?
The quickness of response and the professionalism and knowledge of the technicians.
What do you dislike about the product?
the transition from the 3rd party vendor who installed calabrio to the actual calbrio team could of had more communication
What problems is the product solving and how is that benefiting you?
we needed basic phone recordings for our hospital patient access team. managers having the ability to run reports of call volume has been great, also having recordings to review is very helpful
Calabrio is intuitive and easy to use
What do you like best about the product?
I was a long-term user of a different WFM tool when I started using Calabrio to assist with forecasting and scheduling. It was a very intuitive learning curve to input call volumes and forecasts based on historical drivers. I find it very easy to set up new users and build schedules. There is a lot of ability to customize access levels and integrate with call recordings. We just upgraded to the newer version of Calabrio and there is now built in features that allow scheduling on intervals. This was previously my main complaint for scheduling meetings and coachings. They even added a new section to schedule meetings as a group and overall managing schedules has become easier.
What do you dislike about the product?
With the system upgrade we no longer have the ability for agents to directly see what the time off balance is before they request the time. Instead of showing the hours available they have replaced it with a green, yellow, and red indicator based on color only. Agents really liked the transparency of knowing if their time would be approved and entering their request so it would be available based on those hours.
What problems is the product solving and how is that benefiting you?
Using Calabrio, we have been able to segment our agents into functions and teams to differentiate our regular schedules from schedules that rotate daily in a week over week approach. Previously we had to manually adjust the rotating schedules but with the newer version we created them individually in setup for a definite time saver. Schedule creation has also been improved greatly with error checking when running the schedules. You can now see charts and graphs based on forcasted data on expected performance.
Recommendations to others considering the product:
Calabrio appears to be designed for those just getting into the WFM market, but at the same time has in depth tools for those who are experienced with other WFM products and techniques.
Excellent company and product
What do you like best about the product?
Knowledgable staff and fast efficient support
What do you dislike about the product?
The paywall for training content is discouraging.
What problems is the product solving and how is that benefiting you?
Our previous call recording product was garbage, and now we can depend on it.
Great, easy to use, but I wish there were more reporting choices
What do you like best about the product?
recordings, transcriptions, and analytics
What do you dislike about the product?
There are limited reporting options; I wish producing reoccurring reports could be more customized.
What problems is the product solving and how is that benefiting you?
Calabrio has allowed my team to utilize the data to pinpoint trends in the calls. Thus, using the data to better our quality.
Calabrio One Review
What do you like best about the product?
Product and product innovation. The support staff is great to work with. Data analytics in data explorer gives you a more enhanced way of compiling data over a wider range of data.
What do you dislike about the product?
Project planning could use some more refining. Sometimes when compiling or running reports in Data Explorer take more time than desired. I believe this is due to the complexity of the data you are reporting on.
What problems is the product solving and how is that benefiting you?
Calabrio One helps with not only training. also helps the representative grow professionally with our Quality Assurance department guidance through training and reviews.
Recommendations to others considering the product:
Add Data Explorer for custom reports and analytics.
Easy way to manage your time
What do you like best about the product?
It's easy to manage your time and check on colleagues' schedule
What do you dislike about the product?
UI could be improved and made more graphically pleasant
What problems is the product solving and how is that benefiting you?
It's easy to use, I can use it on my phone and check my schedule everywhere, and it's clear to read
Calabrio One
What do you like best about the product?
I like all the components, QM, WFM and Anlaytics. The new recording section shows the screen recording and the sentiments of callers all in one beneficial location.
What do you dislike about the product?
More guidance on setting up the Analytics upfront and starting with fewer key phrases would have been better to build upon a smaller base.
What problems is the product solving and how is that benefiting you?
We can train our staff more quickly with have the sentiment of the customer and the screen recording.
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