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Calabrio 9.2
What do you like best about the product?
It's UI is very appealing and intuitive.
What do you dislike about the product?
Lack of true multiskill scheduling; makes scheduling agents in more than 1 skill group impossible
What problems is the product solving and how is that benefiting you?
Easy to view agent schedules
Recommendations to others considering the product:
Ensure you join forums and give feedback as they act on it
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Calabrio One QM and WFM have made a world of difference in our company!
What do you like best about the product?
These guys stay on top of the market and keep improving the product with every release! They have multiple facets upon which you can search for and mark a call. They have thought of most ways anyone could ever think of to adjust a schedule or group of schedules. They make Call Center life easier and more straightforward.
What do you dislike about the product?
So far, there has been very little to dislike about Calabrio. If there was one thing I had to say, I guess I would remark on how some of their support agents are slightly less prepared than others, but with their phenomenal growth, that is somewhat understandable.
What problems is the product solving and how is that benefiting you?
This has really helped streamline our evaluation process for calls and has increased the ability to schedule and hire greatly. One benefit we have really liked is being able to see the screen recordings and use them for training purposes.
Recommendations to others considering the product:
With the advent of the cloud product, barriers for entry virtually disappear. Get the whole package as the Analytics portion can help every area of your company. Get as many people on board as possible. QM can help pretty much everyone. WFM helps with scheduling, especially part-time employees. And Analytics... not sure what it can't do!
Simple to use but Powerful
What do you like best about the product?
Very good value, product was installed easily, on VMware with the expertise of our Calabrio Professional Services tech. Very few technical issues using and supporting product. End users like how simple it works call and screen recording just works.
What do you dislike about the product?
The product runs on Windows, it would be nice if a Linux version was available. Same with database it would be nice to run other DBs
What problems is the product solving and how is that benefiting you?
Understand our customers. Make sure best experience is provided
Recommendations to others considering the product:
Go with this product you will not find anything else close in value.
Calabrio One- User Friendly
What do you like best about the product?
I like how user friendly the application is when navigating. The reporting options in the area of Quality Assurance is Robust and makes coaching agents much easier.
What do you dislike about the product?
The version of Calabrio that we use is older so my dislikes have been addressed in later releases.
What problems is the product solving and how is that benefiting you?
Through the Calabrio tool, we are able to create and modify schedules. Agents can also request leave time. We also utilize 100% desktop recording which aids us in our training and development. Calabrio saves time and money by eliminating the manual processes.
Recommendations to others considering the product:
Calabrio is really a great company. They have a way of making you feel comfortable to share your questions or concern. More than a vendor but part of the team.
Calabrio One WFM
What do you like best about the product?
So far they are open to customer feedback and continue to evolve. There is flexibility for agents with dynamic scheduling which is new for our contact center. We are always looking for ways to increase employee engagement while maintaining high customer satisfaction and agent empowerment is a step in the right direction.
What do you dislike about the product?
They aren't set up to handle chat support scheduling. We are very chat heavy so 1:1 scheduling doesn't give us a true picture. Also, there isn't a good way to mirror our skillbased phone routing - not every agent in the queue can handle every contact & there is delays between skills. Both of these create a challenge for floor managers trying to determine intraday coverage.
What problems is the product solving and how is that benefiting you?
We need to provide reliable staffing and ASA models. We are able to produce schedules for the contact center to function and helped some teams move from Excel.
Recommendations to others considering the product:
Verify that key day to day WFM functions for your call center are available and easy completed.
Calabrio
What do you like best about the product?
The self serve and offline workflow features
What do you dislike about the product?
Some elements of usability, pedantic things such as little parts of the interface
What problems is the product solving and how is that benefiting you?
Scheduling and communicating those schedules.
Recommendations to others considering the product:
Get involved with the user community
Calabrio ONE
What do you like best about the product?
The ability to administer the agents and infrastructure is very easy and there are many options available to optimize the recording. On top of that the interface for the supervisors and managers is second to none with it's ease of use and getting to the information quick!
What do you dislike about the product?
There are no big dislikes. However, I will say that the setup additional administrators can be a bit cumbersome and can be simplified.
What problems is the product solving and how is that benefiting you?
Our agents recordings are helping not only improve their support for customers but also helping our supervisors make changes internally to come up with changes to our call centers!
Calabrio is a great website that we use for our schedules
What do you like best about the product?
Being able to trade shifts with coworkers, have access to our stats (such as average handle time, calls per hour, etc), ask for off days, and pretty much every other feature.
What do you dislike about the product?
It's only for internal use in our company, we can't access our schedules from home...
What problems is the product solving and how is that benefiting you?
Being able to switch shifts with coworkers when I am busy on certain days/hours and being able to giveaway shifts.
Recommendations to others considering the product:
It's a great sofrware, it's easy to use. I just wish we could use it for external as well.
In an ever evolving industry, you need an ever evolving software...
What do you like best about the product?
My favorite thing about the product is the way that it evolves with your needs. In an ever evolving industry, you need an ever evolving software... a product that will help you grow as the industry grows. The fact that Calabrio takes the time to listen to their customer needs, and converts all of that feedback into the amazing features their WFO has, is what makes then, in my opinion, the best tool out there.
Features like Intraday dynamic scheduling, workflows, gamification, evaluator goals, Intraday optimization, -and I can go on with more and more stuff I like about the product- are tools that have helped our company set better standards for our agents, which have translated into better performance, and the ultimate result: better customer service.
Bottom line is, as your call center grows, so do your needs, and you need a product that not only will meet your needs, but a product that is looking into the future, and will help you get there. That's what we have found in Calabrio.
Features like Intraday dynamic scheduling, workflows, gamification, evaluator goals, Intraday optimization, -and I can go on with more and more stuff I like about the product- are tools that have helped our company set better standards for our agents, which have translated into better performance, and the ultimate result: better customer service.
Bottom line is, as your call center grows, so do your needs, and you need a product that not only will meet your needs, but a product that is looking into the future, and will help you get there. That's what we have found in Calabrio.
What do you dislike about the product?
I understand the push to the cloud, but I wish all of the features available in the cloud were also available for on-prem users. Not everyone can have a could solution, so this would be nice.
What problems is the product solving and how is that benefiting you?
Agent performance was one of the biggest issues we had. We have been able to set better standards for our agents, for example, we were able to raise the adherence expectation from 80% to 85% and could take to 90% in the near future. We have been able to evaluate and make changes to the time allotted for our agents to complete work after a call... all those things have had a direct impact on how we serve our patients and their families.
Calabrio Workforce Managment
What do you like best about the product?
The support infrastructure is one of most impressive products I feel Calabrio have to offer, the company is US based but have always been on hand by emails, webex’s and even visits not to mention the interacted web support.
What do you dislike about the product?
Some functionality of the product is still in development and not yet in line with some other products on the WFM market but looking at the roadmap ahead I feel it wont be long before this is one of the number one WFM systems.
What problems is the product solving and how is that benefiting you?
Calabrio Workforce Management is used throughout our business. My department (Forecasting & Planning) use the system to schedule Frontoffice & Backoffice shift rotations. These schedules are vital to the day to day running of our Contact Centre and hold all on-phone and off-phone activities that our advisors need to undertake through out a given day. The user interface is easy to use and understand for both administrators and front end users and Calabrio is linked fully to our Cisco telephony system to track call volumes and advisors productivity.
Calabrio has concentrated on making it’s user interface easy to use for forecasting and scheduling, I feel this has had an impact on the more in-depth functionality require when planning a multi channel / skill call centre.
But I also feel that Calabrio are the first to look for week points across their product and more importantly look at these from a customer point of view. They use the feedback from they customers built out the road map of have the product is developed and I have no doubt this product will go from strength to strength.
Calabrio has concentrated on making it’s user interface easy to use for forecasting and scheduling, I feel this has had an impact on the more in-depth functionality require when planning a multi channel / skill call centre.
But I also feel that Calabrio are the first to look for week points across their product and more importantly look at these from a customer point of view. They use the feedback from they customers built out the road map of have the product is developed and I have no doubt this product will go from strength to strength.
Recommendations to others considering the product:
Multi skilled planning isn't as strong as some other in the market but I feel this will improve as the product is developed.
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