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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.
Great updated experience!
What do you like best about the product?
Calabrio One automatically completes my manual tasks, such as meeting scheduling, allowing me to focus on building dashboards and analytics. I'm able to provide the rest of our team the data they need upfront to be successful and impactful in their roles as supervisors or managers.
What do you dislike about the product?
I have not found a downside to the system through my use of the system.
What problems is the product solving and how is that benefiting you?
The dashboard capabilities and reporting within Calabrio One make acting on agent development very intuative and upfront. The agents can easily see their performance as well as the supervisors can easily see who needs their attention or even some extra recognition for high performance!
Recommendations to others considering the product:
Do not currently have Calabrio One
Calabrio ONE
What do you like best about the product?
Technical expertise, customer service, and their ticketing system.
What do you dislike about the product?
As we speak, I have yet to encounter a bad experience.
What problems is the product solving and how is that benefiting you?
Member-facing experience.
SEFCU Review
What do you like best about the product?
Scheduling is much easier than it has been in the past -- Initial set up has been a big lift, but once a service queue is set up and shifts are loaded, it has become a lot smoother. Also being able to delegate minor schedule adjustments to managers has been a huge help. I think we will have more detailed data as we move on, but so far everything has been great.
What do you dislike about the product?
The main down side for us is utilization for our branches -- it's difficult to use the system in that regard since it's catered more for call centers, but we have been making it work and once the initial leg work is done, I believe it will be successful.
What problems is the product solving and how is that benefiting you?
We are saving a lot of man hours with manual schedules (previously used excel) so that our managers can spend more time doing more important things, such as improving the member/employee experience. I believe our contact center will have a much better grasp on data as we move forward as well.
I also tried uploading an imagine of Calabrio but it keeps giving an error.
I also tried uploading an imagine of Calabrio but it keeps giving an error.
Calabrio One Revue
Qu'aimez-vous le plus à propos de the product?
Teleopti était facile à déployer à tous les niveaux de l'organisation, avec un accès personnalisable basé sur le rôle facile à configurer. Des fonctionnalités supplémentaires auparavant coûteuses sont régulièrement intégrées dans le package de base.
Que n’aimez-vous pas à propos de the product?
La configuration de base est excellente, mais les fonctionnalités supplémentaires clés pour rationaliser les choses entraînent un coût supplémentaire.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
La facilité pour toute l'équipe de voir leurs horaires et congés, etc. à distance via l'application associée, et la capacité supplémentaire pour le personnel d'échanger des quarts de travail eux-mêmes.
The brighter future on Calabrio
What do you like best about the product?
The way a whole world of data is available on the same platform, making it easy to track, improve and develop new strategies to hit our targets every time.
What do you dislike about the product?
Having a lot of data means we have to train ourselves on how to “look” in the right direction to get results however all good things can’t be perfect.
What problems is the product solving and how is that benefiting you?
Tracking customer experience a being able to develop assistants in real time with real time problems and fixes.
Easy to use
What do you like best about the product?
Calabrio was very easy to use.i was able to search for the representatives calls that I wanted to listen with ease and I enjoyed how easy it was to grade the call within the system.
What do you dislike about the product?
It was easy for me to use but I wish there was a better way to save a call within the system other than downloading it.
What problems is the product solving and how is that benefiting you?
I am able to listen to the representatives that I am training and grease their.calls. With using Callabrio I am able to see te strengths and weaknesses of my agents so that I may see what further training that they would need to meet their metrics.
Recommendations to others considering the product:
Great system to use for metrics on handling customer service calls in a call center.
EASY TO USE, BUT POWERFUL
What do you like best about the product?
Simple interface. Connects to the Cisco ACD so teams are and agent data automatically cascade from ACD to Call Recording. Eliminates the need to manage two seperate org charts in both systems. Huge time saver. Reporting is really good and it met all PCI compliance requirements.
What do you dislike about the product?
Not much it worked as advertised and install and delivery were pretty much seamless. Reporting was very very easy to stand up. Straightforward. No weird gimmicks to the interface which we all really liked.
What problems is the product solving and how is that benefiting you?
End to call recording that was PCI compliant. We had an issue with call transfers where the call would "end" and the "begin" again on the other end of the transfer. With Calabrio that issue is resolved. We can follow the call from cradle to grave.
Recommendations to others considering the product:
Go for it your life will be way easier afterward. Think about how you set up your org in your ACD and that will make your life in Calabrio seemless.
Quality made easier
What do you like best about the product?
I love the resources available to track business needs. The information we are able to export brings a light into our company needs with our customers.
What do you dislike about the product?
Getting the right information for certain reports can be a struggle as reports can be hidden under sub-categories.
What problems is the product solving and how is that benefiting you?
The ability to target known issues with our AHT and call types is easy to identify and with the results helps us provide the necessary feed back to our agents.
Calabrio WFM
What do you like best about the product?
The help and knowledge from the Calabrio Consultants is second to none.
What do you dislike about the product?
Lack of granular permission and scope settings limits how customized we can make agent experience in the UI.
What problems is the product solving and how is that benefiting you?
We are gaining insight into staffing requirements and long term capacity planning.
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