Calabrio ONE
CalabrioReviews from AWS customer
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User friendly
What do you like best about the product?
i love the fact that i not only can see my schedule but my coworkers as well.
What do you dislike about the product?
I dont have an issue, everything works great
What problems is the product solving and how is that benefiting you?
it helps a lot with shift trade without having to visit the managers office
easy to approach
What do you like best about the product?
The timely updates for example when it is time for me to switch channels
What do you dislike about the product?
Sometimes my shift takes a while to be updated
What problems is the product solving and how is that benefiting you?
Its benefiting me by keeping me updated in regards to my shift
Calabrio Review
What do you like best about the product?
having a Unified Platform without having to switch between different systems - WFM scheduling, QA call recordings, and analytics are all in one place. Review collected by and hosted on G2.com.
What do you dislike about the product?
Inaccurate Data Analysis. Users find the inaccurate data analysis in Calabrio ONE frustrating, affecting reporting and overall usability.
What problems is the product solving and how is that benefiting you?
The platform ensures precise forecasting and scheduling, balancing staffing levels to prevent costly over- or understaffing. Real-time adherence monitoring keeps operations aligned with dynamic needs, boosting efficiency across teams.
calabrio review
What do you like best about the product?
I like it because of its user-friendly interface, robust reporting, and seamless integration with other systems.
What do you dislike about the product?
areas for improvement, including issues with data accuracy, scheduling, and feature availability. Some users have also noted that certain features are not as intuitive as they could be and that the platform can experience performance slowdowns with large data sets.
What problems is the product solving and how is that benefiting you?
solves problems related to workforce optimization, data silos, and agent performance in contact centers, ultimately benefiting you by improving customer experience and operational efficiency.
Calabrio review
What do you like best about the product?
I appreciate Calabrio ONE for its ease of use, intuitive scheduling features, and strong reporting capabilities
What do you dislike about the product?
I dislike slow loading times, especially with large datasets, poor data transfer to reporting, and inaccurate or difficult-to-navigate reporting
What problems is the product solving and how is that benefiting you?
Calabrio ONE solves problems in workforce optimization, quality management, and customer experience by providing an integrated platform for call recording, workforce management (WFM), quality assurance (QA), and analytics.
Great Product & Team
What do you like best about the product?
I like using Calabrio ONE because it has everything we need to run our contact center operation business which has multiple supported contact channels. I also like how easy it is for administrators to configure.
What do you dislike about the product?
Calabrio's PM team struggled to execute during our analytics implementation. Also their documentation isn't always complete leading to implementation and data extraction delays. Their strong support team stepped up to help us though after providing feedback.
What problems is the product solving and how is that benefiting you?
Providing intelligence on contact reasons and customer concerns.
Calabrio Review
What do you like best about the product?
It provides real time changes to my day and the ease of use is one of the best.
The customer support is easy to contact and the frequency of use is daily.
There are a number of features that provides a great opportunity to customize selections.
The customer support is easy to contact and the frequency of use is daily.
There are a number of features that provides a great opportunity to customize selections.
What do you dislike about the product?
Calabrio ONE users have reported several dislikes including: cumbersome scheduling processes, inaccurate data analysis, slow loading times, and limited features in certain areas. Some users also find the interface confusing and the terminology inconsistent. Additionally, the cost of some features and the limitations of the API are also points of criticism.
What problems is the product solving and how is that benefiting you?
Calabrio ONE addresses challenges in contact centers related to workforce optimization, such as scheduling, performance management, and data analysis, by offering a unified platform. This integration benefits businesses by streamlining operations, improving agent engagement, and ultimately enhancing customer experiences. Specifically, it helps optimize staffing, reduce costs, and improve adherence to schedules, leading to better service delivery
Calabrio Review
What do you like best about the product?
its ease of use is very simple and the frequency of use is everyday
It has a number of features that makes it simple
It has a number of features that makes it simple
What do you dislike about the product?
There needs to be link sent to use it on your phone instead of inputting work information
What problems is the product solving and how is that benefiting you?
It provides real time changes and has alerts that come in handy if there are any type of changes
QA Review
What do you like best about the product?
I use Calabrio ONE for QA purposes — and the transcription accuracy is excellent, so evaluations are precise. It’s easy to navigate: finding calls and filtering is fast and intuitive, especially for QA searches and coaching use cases
Reporting is robust and fast—I can pull insights and coach metrics without delay. Its really easy to navigate. I am still getting use to the insight feature.
Currently on a trial for auto qm. Auto QM and Interaction Summary features automate evaluation and summarization of interactions, reducing manual work and increasing consistency in scoring is a big plus for our quality team in general. I am loving the technology.
Reporting is robust and fast—I can pull insights and coach metrics without delay. Its really easy to navigate. I am still getting use to the insight feature.
Currently on a trial for auto qm. Auto QM and Interaction Summary features automate evaluation and summarization of interactions, reducing manual work and increasing consistency in scoring is a big plus for our quality team in general. I am loving the technology.
What do you dislike about the product?
I haven't found anything that i dislike.
What problems is the product solving and how is that benefiting you?
Enables searchable transcripts, sentiment analysis, and cross-channel analytics for a complete performance picture.
Calabrio ONE solves the manual labor and fragmentation of quality, scheduling, analytics, and transcription by automating and unifying them. That gives me fast, accurate insights and significantly reduces admin time—all while supporting better coaching and agent performance.
Calabrio ONE solves the manual labor and fragmentation of quality, scheduling, analytics, and transcription by automating and unifying them. That gives me fast, accurate insights and significantly reduces admin time—all while supporting better coaching and agent performance.
Calabrio is great! (For most cases)
What do you like best about the product?
The Calabrio One Cloud Client is very intuitive and user friendly. There is a ton of great out of the box features! I DO think that is important in my opinion to have admin access to the tool. If Calabrio will be managed via 3rd party and you wont be able to tinker with it to really take advantage of some of the more advanced and powerful features, you might find the experience a bit more unpleasant. There are ALOT of features and most of them are being iterated on and updated regularly. There is a lot on the roadmap as well that will solve some of the more minor complaints with usability or nice to haves. Overall if you need a great WFM tool that works well out of the box with a low floor of entry and a high ceiling of usability and powerful features Calabrio is a great choice!
What do you dislike about the product?
There are a few features like the meetings module that can have wonky interactions with schedules. Mainly i think its a symptom of growing pains from when Calabrio acquired Teleopti and integrating other tools to it. In the 4 years that i have used it i have seen tremendous strides in functionality and bug fixes but there are some interactions that i just chalk up to it being quirky sometimes. Currently there is also two different surfaces you have to work on, The Calabrio One Cloud Client and the remote Desktop Web Client. More and more features are being moved from the remote desktop client and added to the Calabrio One Client which eventually will result in no longer needing the remote desktop surface. It's still in progress but i can see in a year from now (+/- a few months) having a much more streamlined experience for the back end users (wfm analysts, schedulers, admins etc.) The front end that the agents use is great and only need the one surface.
What problems is the product solving and how is that benefiting you?
Calabrio solves our forecasting and scheduling needs. It also provides a pretty robust reporting tool as well as their new Insights tools that let us develop user friendly dashboards for our ops leads and agents to review metrics and drive engagement.
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