Calabrio ONE
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Calabrio ONE: WFM & QA Deep Dive
What do you like best about the product?
I find Calabrio ONE to be an exceptional tool for workforce management, with its invaluable features such as shift scheduling, time and attendance, and absence and leave management. Its customer experience intelligence platform adds tremendous value by uniting various functions like contact centers, call recording, quality management, and workforce management. This integration allows organizations to move from merely managing call queues to proactively optimizing operations, which fundamentally improves the customer experience. The initial setup of Calabrio ONE is very user-friendly, making it easy to get started without any complications. Overall, it is great in every aspect, and I rate it 10 out of 10 without hesitation, confidently recommending it to others.
What do you dislike about the product?
No comments at this time; the software meets our needs effectively.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for workforce management, including shift scheduling, time and attendance, and absence management. It unites functions like call recording and quality management, allowing us to optimize operations and improve customer experience.
Effortless Call Monitoring with High Accessibility
What do you like best about the product?
I really appreciate Calabrio ONE for its accessibility to information, which helps me keep tabs on how my team is performing and ensures that we are all on the same page. The ability to view recordings, grade calls, and share results with my team is invaluable for maintaining a high standard of quality and performance. Additionally, the ease of setup and understanding of the system makes the transition smooth and efficient. I have been able to integrate Calabrio ONE with other tools and software used within the company, which keeps everyone informed and enhances our operational efficiency. Overall, this software solution works perfectly for my needs without any issues, allowing me to confidently give it a 10 out of 10 when recommending it to a friend or colleague.
What do you dislike about the product?
I like it all.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for call recording, keeping my team informed, and accessing information. It enhances awareness of team performance, simplifies viewing, grading, and sharing call results.
Effective Workforce Management, Needs Better Insights
What do you like best about the product?
I find Calabrio ONE incredibly beneficial for workforce management within a contact center environment. I appreciate how it simplifies challenging tasks such as forecasting, scheduling, and measuring metrics, making them easier and more straightforward. I particularly like the flexible scheduling feature, which allows agents to move their breaks and lunch points to times that suit them better, without negatively affecting their shifts. This flexibility is especially useful in a dynamic work environment and enhances overall employee satisfaction. Additionally, I value how Calabrio ONE seamlessly integrates with 8x8, our phone platform, through which crucial information is fed directly into the system, ensuring smooth and efficient operations. Finally, I found the initial setup of Calabrio ONE to be very easy, facilitating a smooth transition when we switched from our previous product, Nice IEX, due to cost considerations.
What do you dislike about the product?
I find that the insights in Calabrio ONE could be improved. Specifically, they are not as in-depth as I would prefer and could offer more specific information.
What problems is the product solving and how is that benefiting you?
Calabrio ONE simplifies forecasting, scheduling, and metrics measurement, offering flexible scheduling that lets agents adjust breaks and lunches without shift disruptions.
Centralized Platform That Streamlines QM, Agent Monitoring, Operations and WFM
What do you like best about the product?
I appreciate how everything is brought together in one place, including QM, agent monitoring, operations, and WFM.
What do you dislike about the product?
I am not satisfied with how few straightforward options there are when comparing the WFM tool to other vendors, such as NICE.
What problems is the product solving and how is that benefiting you?
I use this tool to create workload forecasts and schedule agents according to the projected requirements. It helps ensure that staffing aligns with anticipated needs.
Efficient Monitoring with User-Friendly Interface
What do you like best about the product?
I really appreciate Calabrio ONE for its user-friendly interface, which makes navigating the software and performing call audits straightforward and efficient. The speed of the site is another aspect I value, as it allows me to complete my tasks without unnecessary delays, ultimately helping me do my job efficiently. The initial setup of Calabrio ONE was incredibly easy, which alleviated any potential stress in transitioning to the software. These aspects combined contribute to a seamless and productive user experience, making it a tool I would highly recommend to others.
What do you dislike about the product?
none
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for efficient agent monitoring and call audits, benefiting from its user-friendly interface and fast performance.
User-Friendly and Seamless Integration with Comprehensive Features
What do you like best about the product?
User-Friendly Interface: The interface is incredibly user-friendly, which has significantly reduced the time spent on administrative tasks.
Seamless Integration: The software's ability to integrate patient data with scheduling and billing is seamless, making the workflow much more efficient.
Comprehensive Features: Calabrio ONE offers a comprehensive suite of features such as ease of use, effective scheduling notifications, and easy access to work hours.
Seamless Integration: The software's ability to integrate patient data with scheduling and billing is seamless, making the workflow much more efficient.
Comprehensive Features: Calabrio ONE offers a comprehensive suite of features such as ease of use, effective scheduling notifications, and easy access to work hours.
What do you dislike about the product?
The pricing approach and support model can be seen as predatory, with some users feeling that the company may not provide adequate assistance without additional fees. These points highlight the potential challenges users may face when using Calabrio ONE, and it is important for potential users to consider these factors when evaluating the software's suitability for their needs.
What problems is the product solving and how is that benefiting you?
Performance Management: Provides real-time adherence monitoring to keep operations aligned with dynamic needs, enhancing efficiency across teams. Quality Management: Offers comprehensive analytics and reporting to generate insights into customer trends, agent productivity, and overall operational performance.
Calabrio’s Sessions Feature Saves Hours and Adapts to Our Needs
What do you like best about the product?
I really appreciate how Calabrio is constantly changing and adapting to the changing needs of our contact centers. The new "Sessions" feature is particularly useful now that they've added an "optimization" and "exclude days" piece to it - it takes a task that use to take me hours to only taking minutes.
What do you dislike about the product?
We are struggling with back office. Our call center advisors handle both emails(cases) and live channels at the same time, and we have yet to be able to accurately integrate case handling with live contacts and this has had a trickle-down effect on other elements of Calabrio like OT scheduling.
What problems is the product solving and how is that benefiting you?
It has streamlined our approach to scheduling. It has helped us take a week-long task and turned it into a day task. It's also given our advisors much greater flexibility in terms of self scheduling and entering preferences that I hope has helped us retain some of our talent.
Outstanding Scheduling and Forecasting Features
What do you like best about the product?
Scheduling and forecasting modules are very effective and useful
What do you dislike about the product?
Nothing actually detected till now , everything is doing well
What problems is the product solving and how is that benefiting you?
Scheduling and forecasting
Extensive Dropdown Options Enhance Experience
What do you like best about the product?
The dropdown selection offers a wide variety of options to choose from.
What do you dislike about the product?
There are some issues with isolated populations affecting certain agents.
What problems is the product solving and how is that benefiting you?
This is a real-time solution designed to help manage call center staff schedules, including time off, breaks, lunches, and training sessions.
Accurate Staffing Insights with Seamless Vendor Integration
What do you like best about the product?
I like the ability to add the BPO vendor file. It allows us to see an accurate staffing for the upcoming weeks with vendors included.
What do you dislike about the product?
I would like to be able to bulk update agent schedules.
What problems is the product solving and how is that benefiting you?
Calabrio One is solving our Adherence issue by allowing us to track those out of adherence on a real time basis.
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