Calabrio ONE
CalabrioReviews from AWS customer
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Good for a typical contact center, but needs some improvements
What do you like best about the product?
Calabrio is easy to use for both the agent and the WFM team. It was easy to learn, set-up and logical in the processes. We use the WFM platform only due to the nature of our business.
What do you dislike about the product?
There are a couple of drawbacks with the product. The largest is it's current inability to process partial trades through an automated process. The second is the fact that you have to purchase a separate license to access some of the set-up for people, schedules, shifts and forecasts.
What problems is the product solving and how is that benefiting you?
We are and have been a 100% remote call center with employees in various countries. My team can handle more agents than previously with our other software.
Recommendations to others considering the product:
Make sure that you have a clear understanding of the functional needs of the operations team and have them participate in the demo.
Although it offers many features, sometimes it runs way too slow
What do you like best about the product?
It has a lot of ways to customize exactly how you want things to work. You can create many different rules for different locations, skills, full-time vs part-time, etc. I like that we get weekly meetings to go over any questions or issues.
What do you dislike about the product?
My main complaint is how slowly it runs sometimes. It might not sound like a big deal, but when you open a team schedule and it takes 5min to load, that interrupts the workflow. It's also a shame that it does not integrate with Paycom. It also takes a long time to develop and implement things that were requested from the beginning.
What problems is the product solving and how is that benefiting you?
Calabrio handles our forecasting, scheduling, and real-time analysis. It provides more customization options compared to some other apps/software that I've seen.
Recommendations to others considering the product:
It offers a ton of customizations, take the time to learn what it can do and to set everything up according to your needs.
Good for business lines but not backend admins.
What do you like best about the product?
Seeing the new products that will be coming out.
What do you dislike about the product?
I look for the high technical pieces and want to see specific details about setup and configuration. I feel like most of the discussions were at a higher level.
What problems is the product solving and how is that benefiting you?
Call recording
Recommendations to others considering the product:
Be clear about all of the separate licenses.
Good Tool to manage schedules
What do you like best about the product?
View the agent schedules and the color format they have in schedules
What do you dislike about the product?
Adherence piece is not accurate sometimes, and some other times do not work properly
What problems is the product solving and how is that benefiting you?
agents scheduling views, adherence, requests etc
Calabrio is not easy to use
What do you like best about the product?
That the software records my staff's calls or review and accountability. And allow us to be audit-ready for the state in the event that calls need to be reviewed at all.
What do you dislike about the product?
I do not like how hard it is for anyone to install, or manage Calabrio, it is simply too hard to ensure that you are not going over your licenses, it is too hard to correct duplicate accounts
What problems is the product solving and how is that benefiting you?
I am having problems with simply using the software in a meaningful way, every time I use Calabrio I feel insulted because there are far more complicated programs that are still easier to use.
Mostly Satisified
What do you like best about the product?
I like the user-Friendly interface that comes along with Teltopi. The choice in Colours makes it easier to look at in the web mode.
What do you dislike about the product?
Long turnaround time for problems to be resolved, Delays with live time data make it more difficult to use teleopti in a real time fashion.
What problems is the product solving and how is that benefiting you?
Forecasting and scheduling are a lot easier than previous software.
Great experience good
What do you like best about the product?
Calabrio is the only WFO vendor that combines speech, desktop, and text analytics in one robust solution. Unlock the goldmine of intelligence buried in your contact center and transform every customer interaction into usable data and distill that data into key trends.
What do you dislike about the product?
All is going well. Great, I recommend everyone.
What problems is the product solving and how is that benefiting you?
It helps to go with smooth business, it is really appreciated.
Recommendations to others considering the product:
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A Game Changer in WorkForce Management
What do you like best about the product?
I like how user-friendly the Calabrio System is. It has the capabilities to run forecasting and staffing based on historical trends. It has a ton of neat features.
What do you dislike about the product?
As of right now, there isn't anything we dislike about the product. The Calabrio Support/Services team are readily available to address technical questions or concerns.
What problems is the product solving and how is that benefiting you?
Calabrio uses our historical data and trends to develop staffing and scheduling based on times when our call center may be busier. This system gives us the flexibility to not need to create manual schedules and rather have our agents working where it is most optimized. The agents love that their interface gives them the notification of when to go on break.
Recommendations to others considering the product:
I would give this product a try and highly recommend it to anyone running a call center like us. It opens up many doors that are beneficial in the area of workforce management and optimization.
Calabrio Easy to use powerful tool
What do you like best about the product?
Easy interface. Unlike other recording solutions, the learning curve is not very high. Able to find the recordings that I need quickly.
What do you dislike about the product?
So far, I do not have any complaints. We have been using this for close to 5 years.
What problems is the product solving and how is that benefiting you?
We use it to monitor patient phone calls for a large hospital system in Ohio. Great tool to use to train our new agents to get them ready to get on the phones quicker.
Great product with lots of Potential
What do you like best about the product?
The Recording & Sentiment feature. It helps out analysts, or we can say evaluators, to quickly pick up the type of call to review.
What do you dislike about the product?
Nothing as of now, however, I am starting to feel that there could have been more simple features in the recording application. I like the application overall, though.
What problems is the product solving and how is that benefiting you?
Calabrio recording system is helping us in evaluating and analyzing the recorded call of our agents. As I have stated above, I like the sentiment feature of the application as it allows our evaluators to recognize not-so-well calls with the customers and evaluate the Agent for its improvement.
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