Calabrio ONE
CalabrioReviews from AWS customer
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Effortless Staffing with Calabrio ONE
What do you like best about the product?
I appreciate the efficiency and ease provided by Calabrio ONE, which exemplify its value as a quick and easy-to-use tool for staff scheduling. It effectively ensures that staff scheduling aligns with the expected customer inflow in banking branches, thereby securing adequate frontline staffing. Furthermore, the initial setup process was notably straightforward, making adoption seamless. My positive experience with Calabrio ONE is so strong that I would highly recommend it to others, as indicated by my rating of 10 out of 10.
What do you dislike about the product?
not applicable
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE to ensure sufficient staffing on the frontline, matching staff scheduling with expected customer inflow in banking branches, with efficiency and ease.
Efficient and Smooth, but Could Use a Visual Upgrade
What do you like best about the product?
I really appreciate how seamlessly Calabrio ONE blends into my daily work routine; sometimes, I don't even notice that I'm using it, which speaks volumes about its smooth performance. This kind of flawless operation is invaluable in my role, especially since I handle a high volume of calls. The software contributes significantly to efficiency—I've never faced issues with it, unlike some other applications at my job. Its reliability means I don't have to frequently report problems or disruptions to my supervisor, which reduces stress and allows me to focus on my core responsibilities. This reliability and unobtrusive functionality make Calabrio ONE a remarkable tool in my daily tasks.
What do you dislike about the product?
I don't think Calabrio ONE needs significant enhancements, but I guess its aesthetics could be improved.
What problems is the product solving and how is that benefiting you?
I believe Calabrio ONE records phone calls and contributes to efficiency by running smoothly without issues, making call handling seamless.
Exceptional Scheduling Management for Seamless Operations
What do you like best about the product?
Scheduling management, nice colors and easy to use the front version, not the backend
What do you dislike about the product?
Needs to be more flexible with reporting
What problems is the product solving and how is that benefiting you?
Managing agent schedules.
Quality Management and Quick Configuration, Awaiting Improvements
What do you like best about the product?
I really like the service quality management part of Calabrio ONE. It is especially valuable because it provides crucial information that we need when evaluating how a customer interaction went. This information is extremely important in the customer cycle and helps us ensure that we maintain a high level of quality in our interactions. Additionally, the initial setup of Calabrio ONE was incredibly quick and simple, even considering that we transitioned from an old platform. The acquisition process, setup, and everything related was easy and allowed us to adapt without complications.
What do you dislike about the product?
The workforce management platform, known as WFM, is a bit outdated. Although I understand it is improving, we are waiting for updates.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for workforce administration and management, solving issues like scheduling, service quality management, and analysis. It provides critical data to evaluate customer interactions, essential in the customer service cycle.
Great Data Access, But Dashboard Customization Needed
What do you like best about the product?
I like that I can view data for my team, and that I can pull historical calls to review them. I like the dashboard as well
What do you dislike about the product?
I wish the dashboard was more customizable
What problems is the product solving and how is that benefiting you?
Without calabrio scheduling would be impossible for our queue based support teams!
Calabrio ONE: WFM & QA Deep Dive
What do you like best about the product?
I find Calabrio ONE to be an exceptional tool for workforce management, with its invaluable features such as shift scheduling, time and attendance, and absence and leave management. Its customer experience intelligence platform adds tremendous value by uniting various functions like contact centers, call recording, quality management, and workforce management. This integration allows organizations to move from merely managing call queues to proactively optimizing operations, which fundamentally improves the customer experience. The initial setup of Calabrio ONE is very user-friendly, making it easy to get started without any complications. Overall, it is great in every aspect, and I rate it 10 out of 10 without hesitation, confidently recommending it to others.
What do you dislike about the product?
No comments at this time; the software meets our needs effectively.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for workforce management, including shift scheduling, time and attendance, and absence management. It unites functions like call recording and quality management, allowing us to optimize operations and improve customer experience.
Effortless Call Monitoring with High Accessibility
What do you like best about the product?
I really appreciate Calabrio ONE for its accessibility to information, which helps me keep tabs on how my team is performing and ensures that we are all on the same page. The ability to view recordings, grade calls, and share results with my team is invaluable for maintaining a high standard of quality and performance. Additionally, the ease of setup and understanding of the system makes the transition smooth and efficient. I have been able to integrate Calabrio ONE with other tools and software used within the company, which keeps everyone informed and enhances our operational efficiency. Overall, this software solution works perfectly for my needs without any issues, allowing me to confidently give it a 10 out of 10 when recommending it to a friend or colleague.
What do you dislike about the product?
I like it all.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for call recording, keeping my team informed, and accessing information. It enhances awareness of team performance, simplifies viewing, grading, and sharing call results.
Effective Workforce Management, Needs Better Insights
What do you like best about the product?
I find Calabrio ONE incredibly beneficial for workforce management within a contact center environment. I appreciate how it simplifies challenging tasks such as forecasting, scheduling, and measuring metrics, making them easier and more straightforward. I particularly like the flexible scheduling feature, which allows agents to move their breaks and lunch points to times that suit them better, without negatively affecting their shifts. This flexibility is especially useful in a dynamic work environment and enhances overall employee satisfaction. Additionally, I value how Calabrio ONE seamlessly integrates with 8x8, our phone platform, through which crucial information is fed directly into the system, ensuring smooth and efficient operations. Finally, I found the initial setup of Calabrio ONE to be very easy, facilitating a smooth transition when we switched from our previous product, Nice IEX, due to cost considerations.
What do you dislike about the product?
I find that the insights in Calabrio ONE could be improved. Specifically, they are not as in-depth as I would prefer and could offer more specific information.
What problems is the product solving and how is that benefiting you?
Calabrio ONE simplifies forecasting, scheduling, and metrics measurement, offering flexible scheduling that lets agents adjust breaks and lunches without shift disruptions.
Centralized Platform That Streamlines QM, Agent Monitoring, Operations and WFM
What do you like best about the product?
I appreciate how everything is brought together in one place, including QM, agent monitoring, operations, and WFM.
What do you dislike about the product?
I am not satisfied with how few straightforward options there are when comparing the WFM tool to other vendors, such as NICE.
What problems is the product solving and how is that benefiting you?
I use this tool to create workload forecasts and schedule agents according to the projected requirements. It helps ensure that staffing aligns with anticipated needs.
Efficient Monitoring with User-Friendly Interface
What do you like best about the product?
I really appreciate Calabrio ONE for its user-friendly interface, which makes navigating the software and performing call audits straightforward and efficient. The speed of the site is another aspect I value, as it allows me to complete my tasks without unnecessary delays, ultimately helping me do my job efficiently. The initial setup of Calabrio ONE was incredibly easy, which alleviated any potential stress in transitioning to the software. These aspects combined contribute to a seamless and productive user experience, making it a tool I would highly recommend to others.
What do you dislike about the product?
none
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE for efficient agent monitoring and call audits, benefiting from its user-friendly interface and fast performance.
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