Calabrio ONE
CalabrioReviews from AWS customer
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Endless Information
What do you like best about the product?
I like having access to a lot of data and exploring the different possibilities. I have been able to create dashboards for different uses.
What do you dislike about the product?
It is not very easy to connect the different data sets and its not very easy to get help in getting more feature
What problems is the product solving and how is that benefiting you?
Customer Experience
Powerful Solution with a Minor hiccups
What do you like best about the product?
Clear voice and video recordings that helps us quickly identify organizational-wide opportunities, what additional trainings our agents need or what guidance we need to clarify.
What do you dislike about the product?
Data exployer was difficult to learn, creating dashboards and running our trends report. Its alot of manual entry if your organization uses multiple evaluation forms. The process for modifying your evaluation forms is time cosuming. You cant just make a simple update. Forms has to be deactivated, cloned, renamed, then republished. This is difficult for organization that changes guidance/guidelines frequently.
What problems is the product solving and how is that benefiting you?
Identifying process improvement areas or Training opportunities.
Understanding systems and updates that could be extremely beneficial to the company
What do you like best about the product?
At the confernce I liked how the speakers were willing to take time out of their day to answer more in depth questions and work with us individually.
What do you dislike about the product?
I liked everything about Calabrio One conference, our company has not switched over to the cloud which would be extremely beneficial to us.
What problems is the product solving and how is that benefiting you?
Allowing us to schedule employees for breaks and times out to better configure information for how busy our ACustoemr Care Team is and what callers may be needing when calling in
Excellent Experience! Learned so many new things!
What do you like best about the product?
The funcionality of the system and also how you can make it your own.
What do you dislike about the product?
Having to work in 2 different areas for the back end and front end
What problems is the product solving and how is that benefiting you?
Nothing at the moment
Overall Good Platform To Use
What do you like best about the product?
• The forecasting module is robust and reliable, helping us make data-driven staffing decisions
• Standard reporting functionality is comprehensive and user-friendly
• Business Insights offers impressive visualizations and shows great potential for advanced analytics
• The interface is intuitive, particularly in the core reporting and forecasting sections
• Standard reporting functionality is comprehensive and user-friendly
• Business Insights offers impressive visualizations and shows great potential for advanced analytics
• The interface is intuitive, particularly in the core reporting and forecasting sections
What do you dislike about the product?
• There are concerning data discrepancies between Business Insights and Calabrio's standard canned reports, which affects our confidence in the analytics
• Shrinkage calculations in Business Insights are inaccurate, making it difficult to rely on for workforce management decisions
• The inconsistency between different reporting tools within the same platform creates extra validation work for our team
• Extra time is required to cross-reference data between modules to ensure accuracy
• Shrinkage calculations in Business Insights are inaccurate, making it difficult to rely on for workforce management decisions
• The inconsistency between different reporting tools within the same platform creates extra validation work for our team
• Extra time is required to cross-reference data between modules to ensure accuracy
What problems is the product solving and how is that benefiting you?
It has a robust reporting tool, which I love. Moving from Verint, we had limitations on what we can pull from the tool With Calabrio, we can almost create any report using Insights. This is a big win for us. Additionally, forecasting has been much easier and more accurate and intuitive.
Exceptional speakers who understood the tech climate with a great variety of break out groups.
What do you like best about the product?
The information about BOT technology and some of the applications currently available.
What do you dislike about the product?
SOOO much info... its both good and bad I guess.
What problems is the product solving and how is that benefiting you?
Quality management is much easier with the suite of tools available. Sentiment has been a game changer.
Almost there
What do you like best about the product?
Calabrio One's forecasting module is actually a pretty robust module, and certainly a worthy competitor in the world of forecasting.
What do you dislike about the product?
Calabrio One is not as intuitive as it could be, and because of that, it is somewhat outpaced by other WFM solutions. There are definitely some opportunities for Calabrio to create efficiencies.
What problems is the product solving and how is that benefiting you?
It serves as a repository for schedules. Most recently, it has also become one of the tools used for forecast models.
Very happy with Calabrio ONE
What do you like best about the product?
I love the accessibility and support Calabrio ONE offers to its users. Calabrio’s team is genuinely dedicated to fostering a collaborative community, with monthly Customer Connect meetings that provide an invaluable opportunity to share ideas and best practices with other users. Their Calabrio Success Portal is top-notch, offering a wealth of resources and tools that make it easy to maximize the platform’s capabilities. Plus, Calabrio ONE itself is intuitive and user-friendly, making it easy for our team to get up to speed quickly. The combination of a supportive community, exceptional resources, and ease of use makes Calabrio ONE a standout solution.
What do you dislike about the product?
As someone who isn’t the most tech-savvy on our team, I sometimes find myself needing to look up the technical jargon that comes up in discussions. That said, there's honestly little to dislike about Calabrio ONE itself. Anytime a question or minor issue does arise, Calabrio’s team is incredibly responsive, offering helpful ideas and solutions right away. Their support and willingness to guide users through any challenges make the experience smooth and reassuring.
What problems is the product solving and how is that benefiting you?
Calabrio ONE has been instrumental in helping us address key quality and accountability challenges. We can easily review recorded calls flagged as problematic or verify what was communicated to customers, giving us confidence in handling disputes or inquiries. Additionally, we’ve built a Quality Assurance team that evaluates calls, assigning agents a score based on performance, which we've now linked to performance-based pay. This integration not only motivates our agents but also drives continuous improvement in call quality, ultimately enhancing our overall customer experience.
Calabrio ONE
What do you like best about the product?
For me, the new Insights has been the biggest improvment.
What do you dislike about the product?
the biggest down side was the lack of features from classic that werent available in new version.
What problems is the product solving and how is that benefiting you?
The new analytics and AI will help us do more and have a larger scope with a small team
It's a great tool and resource
What do you like best about the product?
I appreciate how One has improved overall productivity with our Quality Management team. I am loving the new Insights and the potential the feature could bring to better understanding our business and clients.
What do you dislike about the product?
The user interface feels a bit outdated. Insights training and reference materials are a work in progress adding new challenges to replace DX reporting/dashboards.
What problems is the product solving and how is that benefiting you?
QM information is centralized. Evaluators productivity improved. WFM replaced excel based scheduling.
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