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Calabrio WFM (Teleopti) is great
What do you like best about the product?
Calabrio WFM (Teleopti) is brilliant, the best WFM tool there is
What do you dislike about the product?
Nothing so far, but WFM is the the only part of Calabrio ONE that I'm using
What problems is the product solving and how is that benefiting you?
Workforce management
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Calabrio Business Intelligent Workforce Optimization
What do you like best about the product?
Calabrio Data Explorer allows deep insights, and meaningful visualizations into the data we need. It is especially user friendly, with a drag and drop query builder.
What do you dislike about the product?
Chunky UI, non-intuitive functionality, limited permission customization.
What problems is the product solving and how is that benefiting you?
Strategic staff modeling, more accurate forecasting, and improved utilization of Racker time.
Calabrio improves service!
What do you like best about the product?
WFM software allowed more flexibility to agents, and reduced FTE costs. Going from Excel to WFM software saved analyst time on just 'scheduling' and allowed more time for actual analysis of call data & staffing. This was especially helpful during the onset of the pandemic & transitioning to nearly 100% remote workforce. It allowed us to to quickly make adjustments & be nimble to meet both employee & client needs.
Calabrio was also helpful in rolling out the new software. In each phase, there is a team of folks to ensure we understood how to use the software for our unique needs. There is also a wealth of resources available ongoing in the Calabrio Success Center.
Calabrio was also helpful in rolling out the new software. In each phase, there is a team of folks to ensure we understood how to use the software for our unique needs. There is also a wealth of resources available ongoing in the Calabrio Success Center.
What do you dislike about the product?
Change management was difficult on the agent end. There feelings of being 'micro-managed' needed to be overcome by showing them how they were benefitting - as they did not always make the connection.
The software is definitely a one-sized fits most & our unique environment (with call handle times ranging 5 minutes to an hour plus) required some dedicated time & effort to make the software effective.
The software is definitely a one-sized fits most & our unique environment (with call handle times ranging 5 minutes to an hour plus) required some dedicated time & effort to make the software effective.
What problems is the product solving and how is that benefiting you?
Calabrio WFM is helping in reducing FTE costs as schedules can better meet client needs, and increase overall utilization. We're just beginning to explore the benefits of Analytics.
Business Decisions Made Easy with Calabrio
What do you like best about the product?
I love how easy the product is to use and to teach. The virtual queues help us to group our queues in creative ways based on specialized calls, skill sets and back office tasks.
What do you dislike about the product?
I would love more flexibility and options around the strategic forecasting such as being able to add in Average Speed of Answer as one of the factors in forecasting.
What problems is the product solving and how is that benefiting you?
We have been able increase our in-the-moment coaching with the agent real time views as well as daily schedule optimization to reduce gaps in coverage due to shrinkage. The ability to do ad hoc schedules by individuals has saved many work hours and made our workforce management team much more efficient.
Self-intuitive WFM tool accompanied by a superior client support.
What do you like best about the product?
Relevant functionality and industry leader in QM and WFM offerings.
What do you dislike about the product?
No downsides as they continue to improve and add products and services seamlessly through their Cloud Platform.
What problems is the product solving and how is that benefiting you?
WFM, QM and Reporting. Increased RTA, forecasting and internal quality improvements.
Very powerful tool
What do you like best about the product?
How innovative and user friendly the tool is
What do you dislike about the product?
It does take a lot of time to build and be fully operational
What problems is the product solving and how is that benefiting you?
Forecasting is a big one for our team
Recommendations to others considering the product:
Continue to innovate
Great experience
What do you like best about the product?
The way it looks and easy enough to manage.
What do you dislike about the product?
We are unable to have free seating. We need to added additional software for the setup.
What problems is the product solving and how is that benefiting you?
Time management, quality and accountability.
Love Calabrio One
What do you like best about the product?
I love the forecasting we get with Calabrio. I know exactly how many agents I am over or short for any given day.
What do you dislike about the product?
You need high powered internet to use all the resources that Calabrio has. It can cause some issues with agents that do not have high speed internet.
What problems is the product solving and how is that benefiting you?
We are now virtually training our staff from home while using agent monitoring. This is great during the current COVID pandemic. We have had more people willing to train new staff without having to leave home.
TeleOpti covers all the basics
What do you like best about the product?
There is a good variety of WFM features such as self scheduling, preferences, etc. built into the tool which allows us to provide these services to our call center.
What do you dislike about the product?
Many of these features lack restriction settings, meaning that it can be difficult to apply them to every site since you might struggle to work around their requirements.
What problems is the product solving and how is that benefiting you?
Efficient & automized scheduling.
Review
What do you like best about the product?
I appreciate the visibility it gives me to my team.
What do you dislike about the product?
Overlapping skillsets are hard to schedule for.
What problems is the product solving and how is that benefiting you?
I have solved staffing-level issues, both in the time of day and volume of staff that we need.
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