Calabrio ONE
CalabrioReviews from AWS customer
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Saves Time & Enhances Call Evaluation
What do you like best about the product?
I appreciate how Calabrio ONE significantly saves time for me and my employees by streamlining the call review process. It transforms tasks that could take hours into just seconds, dramatically improving our operational efficiency. The software's capability to automatically evaluate employee performance and trend out customer concerns ensures that we remain responsive to both team performance and customer sentiment. Despite an initially rocky setup facilitated by a third party, the benefits that Calabrio ONE brings to our call center operations are immense, and the time saved is a considerable advantage.
What do you dislike about the product?
I hope one day there will be visual quality management for screen verification of where my employees are clicking. The initial setup wasn't through Calabrio ONE itself but through a different third party, and that was rocky.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for call recording, which helps understand customer sentiments and trends, reduces manual scoring time for call evaluations, and improves operational efficiency by reviewing insights quickly.
Calabrio Makes Resource Planning Effortless
What do you like best about the product?
We have been using Calabrio now for a few years. It has been a great bit of software that has made my life as a resource planner must easier. The adherence part is excellent for team management. The support we have received from Calabrio is the early set up stages was very good. Their staff are very helpful and friendly.
What do you dislike about the product?
Insights has been a challenge to get up and running.
What problems is the product solving and how is that benefiting you?
Calabrio helps us manage over 400 staff in our organisation. Without this tool we would be a mess. The reporting functions help us to an accurate picture on performance and areas we can look to improve on.
Intuitive Interface and Powerful Workforce Management
What do you like best about the product?
Calabrio ONE offers a very intuitive and user-friendly interface that makes workforce management, analytics, and quality assurance easy to navigate. The platform provides strong forecasting and scheduling capabilities, which help improve operational efficiency. I also appreciate how well the system integrates data across modules QA, analytics, and WFM making it easier to get a complete view of agent performance and customer experience. The reporting is detailed, customizable, and supports effective decision-making.
What do you dislike about the product?
Some features can feel slightly complex during initial onboarding, especially when configuring advanced analytics or custom reports. The system is powerful, but it may require additional training for new users to fully leverage all capabilities. At times, certain updates or sync processes take longer than expected, which could be improved. Additionally, more flexibility in dashboard customization would make the experience even better.
What problems is the product solving and how is that benefiting you?
Calabrio ONE helps streamline and centralize all workforce management and customer experience operations on a single platform. It solves key challenges like forecasting accuracy, schedule optimization, and real-time adherence, which ensures better staffing and reduced operational costs. The integrated QA and analytics modules help identify performance gaps, improve coaching, and enhance overall agent productivity.
Having all data in one system reduces manual work, eliminates information silos, and speeds up decision-making. Overall, it has improved efficiency, strengthened compliance, and helped deliver a more consistent and high-quality customer experience.
Having all data in one system reduces manual work, eliminates information silos, and speeds up decision-making. Overall, it has improved efficiency, strengthened compliance, and helped deliver a more consistent and high-quality customer experience.
Feature-Rich with Room for Subscription Clarity
What do you like best about the product?
I appreciate that Calabrio ONE comes equipped with the right tools for proper quality management, which enhances the efficiency and effectiveness of monitoring and evaluating service quality. The regular upgrades and improvements to the software ensure that I am always using the most current and effective version, which is a significant advantage in maintaining high standards. From a technical perspective, I find the logs collection feature invaluable as it provides critical insights into system operations and activities. Furthermore, the setup process of Calabrio ONE, overseen by a Calabrio engineer, appeared fast and straightforward, suggesting a well-designed implementation process. These aspects together make the system exceptionally useful and dependable in managing call recordings, monitoring, and evaluations effectively.
What do you dislike about the product?
I definitely find subscription management problematic, as there is no clear interface or option to understand what I am paying for. This includes not having visibility into storage usage, available licenses, and the proportion of stored data across voice, video, or text.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for call recordings, monitoring, and quality management, which enhances our service evaluation and workload predictions through effective tools and constant upgrades.
Clear, Well-Organized Tools That Are Easy to Use
What do you like best about the product?
The tools are organized in a clear manner and are easy to read.
What do you dislike about the product?
I am unable to add activities or record absences from the Historical Adherence menu. Additionally, whenever I open Insights, any non-Insights pages I have open automatically revert to the login screen.
What problems is the product solving and how is that benefiting you?
Mostly scheduling related issues. The forecasting module is ok but needs improvement.
Efficient Workforce Management, Easy Setup
What do you like best about the product?
I appreciate Calabrio ONE for its ability to make day-to-day workforce management more efficient. It simplifies the process of requesting days off and allows employers to effortlessly manage shift changes between employees. This feature not only adds to operational flexibility but enhances overall workplace efficiency. The system also facilitates better management of breaks, training sessions, and wellness hours, making it easier to organize and maintain optimal schedules for myself and my team. Furthermore, Calabrio ONE efficiently divides times for team members to have lunch, ensuring a smooth workflow without interruptions. The ease of integration with other tools I use, such as Paylocity and Five9, further enhances its value, making it a seamless part of my work routine. The initial setup was relatively easy, adding to the overall positive experience with this software.
What do you dislike about the product?
One thing I find challenging is that it is harder to get rid of messages once they are left unless you respond to them. Some of the messages that I leave don't need a response, and this makes the process cumbersome.
What problems is the product solving and how is that benefiting you?
Calabrio ONE streamlines workforce management by simplifying break, training, and wellness scheduling, and allows easy shift trading, enhancing efficiency. It's also valuable for facilitating day-off requests and managing lunch schedules seamlessly.
Great Call Center Tool with Room for Improved Support
What do you like best about the product?
I really appreciate how Calabrio ONE has allowed us to integrate our 'call grading' system utilizing the evaluation tool. It’s incredibly convenient that we can now access all call metrics in one centralized location, which greatly simplifies the process. Navigating the website is very straightforward, making it easy and efficient to use. Furthermore, I enjoy the AI features within the platform. Even though our company doesn’t have the upgraded system to fully utilize these features, I can still acknowledge its potential and the utility it offers.
What do you dislike about the product?
I find it challenging to create reports due to the lack of accessible support. Currently, the process involves routing requests through IT, which then contacts Presidio, and they are often unable to assist us adequately. The only time I received help was when I attended a conference in Dallas, indicating that support is not readily available through regular channels. Furthermore, the initial setup of Calabrio ONE was reportedly time-consuming for my team. Being in a non-technical space required us to engage in a lot of learning through trial and error, which suggests a steep learning curve and possibly inadequate guidance during the initial deployment.
What problems is the product solving and how is that benefiting you?
Calabrio ONE streamlines our call grading system, consolidating metrics in one place. I appreciate the ease of navigation and AI features, though our system limits full utilization. However, there's a need for direct support in report creation, as current assistance through IT and Presidio is inefficient.
Agent Monitoring and Call Review Made Easy
What do you like best about the product?
Agent screen monitoring, review calls, and evaluation form embedded within Calabrio. Good for quality assurance and coaching.
What do you dislike about the product?
A lot of filters and reports can be limiting for those who do not have extensive knowledge.
What problems is the product solving and how is that benefiting you?
Transparency with my team. We can go back to calls to see what all happened, and we can also have coaching sessions.
Effortless to Use with Impressive Features
What do you like best about the product?
Its so easy to use and has so many features. I use it often during the day with ease.
What do you dislike about the product?
I haven't found anything I dislike as of yet!
What problems is the product solving and how is that benefiting you?
It allows me to see my schedule, review calls, see what calls were graded.
Easy to Use but Needs Better Insights Support
What do you like best about the product?
I find Calabrio ONE incredibly valuable for several reasons. Its ease of use stands out prominently, simplifying processes and making the software approachable for everyone on the team. I also appreciate the regular, consistent updates and improvements that Calabrio ONE undergoes, as they ensure the software remains current and effective. These updates are enhanced by informative webinars, which help me and my colleagues learn about new developments and effectively integrate them to improve our customer service. Additionally, it's insightful for day-to-day performance management, allowing managers to seamlessly schedule teams and ensure they are positioned effectively, which enhances our overall operational efficiency.
What do you dislike about the product?
I find Insights to be very difficult to use. Although there are a large number of training videos available, they seem more like a how-to guide and are not tailored to provide specific support on creating reports that work within my organization. Additionally, we've encountered several IT issues that have hindered our ability to fully utilize Insights.
What problems is the product solving and how is that benefiting you?
I find Calabrio ONE provides insightful performance management and simplifies scheduling for our teams, ensuring optimal placement. It also keeps us informed about tools through webinars, which aids in improving our customer service.
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