Calabrio ONE
CalabrioReviews from AWS customer
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Easy way for better training
What do you like best about the product?
I enjoy Calabrios's various options when looking for ways to create dashboards, phrases, and how to pull them. I also enjoy how you can monitor interactions, including voice, desktop, and voice-to-text. There is also a lot of different ways you can catch data, and trending subjects. I also enjoy the oppritnuity it provides for constant learning the more you work with the applications.
What do you dislike about the product?
Calabrio has a lot of bug issues that prevent the use of desktop analytics and speech-to-text options. The phrase confidence could use improvments as well, as there is a lot of times more issues with it pulling then finding issues with the actual interactions. If there was a way to verify the representatives specific voice and be able to determine in the interaction which voice is the customers and which is the reps this could also improve greatly on the phrase confidence. There is some minor dislikes as well such as the pop up windows not always working for interaction reviews and that voice and screen recording fails to capture every now and then.
What problems is the product solving and how is that benefiting you?
We can monitor calls for Customer Service representatives closer than listening live. We can also pull data from certain phrase categories to advance our information on a specific topic, such as if customers are interested in wanting a particular promotion that we don't currently have or if they're all experiencing same issues with a product. This way, we can narrow down the specific topic and be able to resolve it quickly.
Recommendations to others considering the product:
Exporting data found to an excel spreadsheet can be a helpful way when reviewing data pulled. Making lists on paper can be a helpful way to get all ideas in a row before completing a phrase list.
I would recommend creating a dashboard for yourself to view only in terms of trying to find trends. This way, you can practice making phrase trends, counts, agent counts, etc., without messing up any actual data.
I would recommend creating a dashboard for yourself to view only in terms of trying to find trends. This way, you can practice making phrase trends, counts, agent counts, etc., without messing up any actual data.
Calario One worked as advertised
What do you like best about the product?
Accessing Recordings is simple and intuitive. The search function is robust. Live Call Monitoring is very effective.
What do you dislike about the product?
The Tie in to our Avaya system is confusion as far as DMCC and TSAPI license requirements for Calabrio to be able to record our Call Center Agents.
What problems is the product solving and how is that benefiting you?
Customer Service, especially in our Scheduling Departments is critical to customer success. The Calabrio Product has really empowered our Call Center Managers in being able to meet cutomer demands and Agent needs.
Recommendations to others considering the product:
Triple Check your Phone System requirments, especially if you have Avaya Communication Manager and Aura
Maximizing staffing efficiency, personal growth and customer satisfaction
What do you like best about the product?
The vast potential within the analytics to measure customer satisfaction and provide insight to associates for development.
What do you dislike about the product?
I've been disappointed to this point with the progress on the analytics front.
What problems is the product solving and how is that benefiting you?
We utilize Workforce Management to serve our customers as best we can.
We know there is much more we can do with the amount of information available to us through the Calabrio product.
We know there is much more we can do with the amount of information available to us through the Calabrio product.
Need some advanced features
What do you like best about the product?
Reporting tool is good. Some details report can be pulled
What do you dislike about the product?
Lot of mnnual work. Non phone work-load features are not advanced
What problems is the product solving and how is that benefiting you?
Scheduling, Workforce management, Adherence
Great Experience!
What do you like best about the product?
Ease of use and excellent customer service. The single pane of glass of the administration page is very easy to view and configure. Every time I open up a ticket with Calabrio support, I get a response fast and they typically always have the answers I need. Throughout the process of implementation, their project manager was extremely engages and helpful with a vast knowledge of the product to assist with all of the questions we had. The help guide built into the product is also vast with information so that we can configure things better and more precise.
What do you dislike about the product?
I feel like there is still a large disconnect with Calabrio CAR and the rest of the application. It's super slow, breaks often, and overall just not user friendly to build out reports.
What problems is the product solving and how is that benefiting you?
Regulatory call recordings and training in this pandemic. We also more recently turned on the speech analytics so we're gaining additional insights into what our customers are calling into us for. This will be an amazing way to better serve them by using this data to optimize our service queues and better train our agents based on our customer needs.
Recommendations to others considering the product:
Read through all of the documentation, we had a few gotchas come up with the firewall ports to open. Also, Cloud/Hybrid (with CAR) > on- prem
Good, but could be better
What do you like best about the product?
Optimising tool in Scheduling makes changing schedules really simple if there has been any changes and saves a lot of time in the long run
What do you dislike about the product?
Lots to configure initially so it works as we have needed it to so becomes very manual at the start.
What problems is the product solving and how is that benefiting you?
Time is a huge thing and a massive benefit is being able to use the visuals to present to Operation Managers so we have a clear view of what is happening
Calabrio Community
What do you like best about the product?
I like that there is accessibility to a variety of resources. Not only can you get assistance from the Calabrio team, but you can also get insights from fellow customers and the blog is very useful as well.
What do you dislike about the product?
There are some features for which I would like to see more automation. However, the Calabrio team is resourceful when it comes to doing things differently and try to assist within the scope of the product. Also, a lot of changes, additions, and improvements to the system were based on customer feedback.
What problems is the product solving and how is that benefiting you?
With our large staff, Calabrio allows us the opportunity to schedule agents for multiple queues. Within that, we also have the ability to set specific parameters and metrics for each different queue without impacting the others. It has been a huge benefit being able to run schedules with shrinkage specific to each queue and to automate time off in a similar fashion.
Always evolving to better meet their clients needs
What do you like best about the product?
They continually look for improvements. To find improvements, they engage their clients for input.
What do you dislike about the product?
Dislike? I can't think of something i would classify as "dislike"
What problems is the product solving and how is that benefiting you?
We are better able to forecast staffing needs, we are able to offer our agents more visibility into their performance, more flexibility with their schedules, reduce the time it takes for scheduling and reporting.
Calabrio WFM (Teleopti) is great
What do you like best about the product?
Calabrio WFM (Teleopti) is brilliant, the best WFM tool there is
What do you dislike about the product?
Nothing so far, but WFM is the the only part of Calabrio ONE that I'm using
What problems is the product solving and how is that benefiting you?
Workforce management
Calabrio Business Intelligent Workforce Optimization
What do you like best about the product?
Calabrio Data Explorer allows deep insights, and meaningful visualizations into the data we need. It is especially user friendly, with a drag and drop query builder.
What do you dislike about the product?
Chunky UI, non-intuitive functionality, limited permission customization.
What problems is the product solving and how is that benefiting you?
Strategic staff modeling, more accurate forecasting, and improved utilization of Racker time.
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