Calabrio ONE
CalabrioReviews from AWS customer
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Reports in Data Explorer not updating
What do you like best about the product?
The quickness of response and the professionalism and knowledge of the technicians.
What do you dislike about the product?
the transition from the 3rd party vendor who installed calabrio to the actual calbrio team could of had more communication
What problems is the product solving and how is that benefiting you?
we needed basic phone recordings for our hospital patient access team. managers having the ability to run reports of call volume has been great, also having recordings to review is very helpful
Calabrio is intuitive and easy to use
What do you like best about the product?
I was a long-term user of a different WFM tool when I started using Calabrio to assist with forecasting and scheduling. It was a very intuitive learning curve to input call volumes and forecasts based on historical drivers. I find it very easy to set up new users and build schedules. There is a lot of ability to customize access levels and integrate with call recordings. We just upgraded to the newer version of Calabrio and there is now built in features that allow scheduling on intervals. This was previously my main complaint for scheduling meetings and coachings. They even added a new section to schedule meetings as a group and overall managing schedules has become easier.
What do you dislike about the product?
With the system upgrade we no longer have the ability for agents to directly see what the time off balance is before they request the time. Instead of showing the hours available they have replaced it with a green, yellow, and red indicator based on color only. Agents really liked the transparency of knowing if their time would be approved and entering their request so it would be available based on those hours.
What problems is the product solving and how is that benefiting you?
Using Calabrio, we have been able to segment our agents into functions and teams to differentiate our regular schedules from schedules that rotate daily in a week over week approach. Previously we had to manually adjust the rotating schedules but with the newer version we created them individually in setup for a definite time saver. Schedule creation has also been improved greatly with error checking when running the schedules. You can now see charts and graphs based on forcasted data on expected performance.
Recommendations to others considering the product:
Calabrio appears to be designed for those just getting into the WFM market, but at the same time has in depth tools for those who are experienced with other WFM products and techniques.
Excellent company and product
What do you like best about the product?
Knowledgable staff and fast efficient support
What do you dislike about the product?
The paywall for training content is discouraging.
What problems is the product solving and how is that benefiting you?
Our previous call recording product was garbage, and now we can depend on it.
Great, easy to use, but I wish there were more reporting choices
What do you like best about the product?
recordings, transcriptions, and analytics
What do you dislike about the product?
There are limited reporting options; I wish producing reoccurring reports could be more customized.
What problems is the product solving and how is that benefiting you?
Calabrio has allowed my team to utilize the data to pinpoint trends in the calls. Thus, using the data to better our quality.
Calabrio One Review
What do you like best about the product?
Product and product innovation. The support staff is great to work with. Data analytics in data explorer gives you a more enhanced way of compiling data over a wider range of data.
What do you dislike about the product?
Project planning could use some more refining. Sometimes when compiling or running reports in Data Explorer take more time than desired. I believe this is due to the complexity of the data you are reporting on.
What problems is the product solving and how is that benefiting you?
Calabrio One helps with not only training. also helps the representative grow professionally with our Quality Assurance department guidance through training and reviews.
Recommendations to others considering the product:
Add Data Explorer for custom reports and analytics.
Easy way to manage your time
What do you like best about the product?
It's easy to manage your time and check on colleagues' schedule
What do you dislike about the product?
UI could be improved and made more graphically pleasant
What problems is the product solving and how is that benefiting you?
It's easy to use, I can use it on my phone and check my schedule everywhere, and it's clear to read
Calabrio One
What do you like best about the product?
I like all the components, QM, WFM and Anlaytics. The new recording section shows the screen recording and the sentiments of callers all in one beneficial location.
What do you dislike about the product?
More guidance on setting up the Analytics upfront and starting with fewer key phrases would have been better to build upon a smaller base.
What problems is the product solving and how is that benefiting you?
We can train our staff more quickly with have the sentiment of the customer and the screen recording.
Best quality management tool
What do you like best about the product?
The best thing is the way it makes automation easier. It reduces the amount of manual reporting and data search and can easily automate things for easier access and quick review of information. The product also provides a hollistic view of transactions which makes coaching and feedback more effective which in turn results in better metric performance and a healthier operation.
Functionality and cost are also very good, the product provides what is promised and more and I definitely recommend investing in this tool for any company on the offshore/outsourcing industry.
Functionality and cost are also very good, the product provides what is promised and more and I definitely recommend investing in this tool for any company on the offshore/outsourcing industry.
What do you dislike about the product?
Speech overlaying is not reliable and the automated call evaluation can be too drastic when giving scores. Other than that the tool works perfectly and I have not experienced any problem so far.
What problems is the product solving and how is that benefiting you?
It provides us the necessary tools to improve coaching and feedback based on transaction review. We also have the ability to easily get samples for recursive trainings and it greatly improves reporting data compared to other CRM tools for quality
One of the best things we achieved with this was the increase on our quality score agreement with our clients and decision making gets a lot easier after the tool was implemented as part of the internal QA process
One of the best things we achieved with this was the increase on our quality score agreement with our clients and decision making gets a lot easier after the tool was implemented as part of the internal QA process
G2 is helpful!
What do you like best about the product?
Calabrio provides tools for businesses to make it more efficient.
What do you dislike about the product?
The downside of Calabrio One is The lack of instructions.
What problems is the product solving and how is that benefiting you?
How to work with more people
Calabrio 11 version is quite user friendly and easy to use.
What do you like best about the product?
While I have been using calabrio 11 version then I observed it has multiple features where we need not to use utilities to accommodate requests such as contact delete utility and post install utilities as these features have been included into web interface in version 11 .
These features were added in version 9.
These features were added in version 9.
What do you dislike about the product?
Calabrio support services should be improved specially during apac and emea hours though we usually get best services during US hours.
Customers those are fronting critical issues during Apac hours are struggling to get best resources inorder to get support .
Customers those are fronting critical issues during Apac hours are struggling to get best resources inorder to get support .
What problems is the product solving and how is that benefiting you?
My customer is having trouble to use calabrio pause and resume functionality as auto enable feature doesn't available with calabrio.They are finding this feature more constructive with verint.
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