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Contact Center Optimization Reviews

Read top reviews of Contact Center Optimization solutions from the IT Central Station community:
Your trust is our top concern, so companies can't alter or remove reviews.
Calabrio
Real User
ITS 4: Voice Systems Engineer at a government with 1,001-5,000 employees
Oct 02 2016

What is most valuable?

Call recording and evaluation.

How has it helped my organization?

We have been able to use call recordings for training as well as perform staff performance evaluations.

What needs improvement?

Reporting and email notifications to agent when they have received evaluations of their call recordings. Our business users indicate that the reports generated could be 'better'. As I am the administrator, I'm not quite sure what reports they... more»
Calabrio
Real User
Calabrio WFM and QM Administrator at a healthcare company with 10,001+ employees
Jun 22 2017

What is most valuable?

Calabrio as a whole, when used properly, is a very powerful tool that can help your business hone in on the truly valuable aspects it can provide. However, one of the most valuable features is automation/workflows, it saves time and increases... more»

How has it helped my organization?

I was able to use Calabrio to provide data and analytics in a visually stimulating fashion which captured my audience's understanding with ease. This has since proven its value in the projects and initiatives we have taken - saving the... more»

What needs improvement?

I think if Calabrio can master Cisco precision queue attributes, predictive scheduling can be done on a much granular level, thereby making the tool that much more capable in its ability to increase productivity.

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Calabrio
Real User
Lead Business and Forecast Analyst at a tech services company with 1,001-5,000 employees
Jan 14 2017

What is most valuable?

The realtime adherence is a great feature, it lets us stay connected with the call floor and react when needed to demand peaks and shortfalls.

How has it helped my organization?

This gives us a interactive view of the call floor then advisors can also see so they can be a part of the delivery and gain ownership.

What needs improvement?

As we are a Calabrio customer, we get the support we need regarding standard software support for example when the system is not working as expected and user questions. Calabrio has always supplied great customer service and always helped... more»
Calabrio
Real User
Workforce Management Specialist at a healthcare company with 1,001-5,000 employees
Nov 03 2016

What do you think of Calabrio?

Valuable Features I use the reporting tool and forecasting to help me determine where improvements are needed. • Improvements to My Organization Having the ability to choose and save the order of the metrics on the reporting tool has allowed me to standardize some reports. • Room for Improvement I would like to see the ability to run an individual Agent on any given service queues without loosing any entered exceptions. • Use of Solution 2 years. • Deployment Issues Minor issues, nothing major. The issues were fixed quickly. • Stability Issues I haven't experienced any stability issues aside from the occasional server lag, however it is very minimal. • Customer Service and Technical Support Customer Service: Calabrio takes care of their customers very...
Calabrio
Real User
Quality Assurance and Training Coordinator at a insurance company with 1,001-5,000 employees
May 23 2017

What is most valuable?

The Analytics software has been fantastic for the contact center. Analysts are able to collect data from Speech Analytics to find trends and areas of focus. We have just skimmed the edge of what this software can do, but it seems to be... more»

How has it helped my organization?

One of the best things about Calabrio in regards to QM is this software allows the CSRs to have buy-in on their performance by listening to these calls as well. This lets the CSR directly focus on areas for improvement and areas where they... more»

What needs improvement?

The only issue I have found with Calabrio is the WFM side. This is only because it does not work as cohesively with our scheduling and WFM operations. The team at Calabrio seems to be great in listening to our concerns; however, the WFM team... more»
Calabrio
Real User
Workforce Management Analyst at a healthcare company with 1,001-5,000 employees
Oct 30 2016

What is most valuable?

It's hard just to pick one area that I like about the product, because they have heard the needs of the customer, and almost everything we were looking in a WFO software they have... dynamic scheduling, workflows, evaluator goals... and I... more»

How has it helped my organization?

By being able to manage better the time of the agents, and the ease of use thru intraday management, we have been able to move adherence goals from 80 to 85%, and we know that we can even bring it up to 90% in the near future, that alone has... more»

What needs improvement?

Reporting does need some improvement.
Calabrio
Real User
Contact Center Supervisor at a energy/utilities company with 1,001-5,000 employees
Jul 18 2017

What is most valuable?

I've found that the scheduling and QA portion of the new system is phenomenal. We've never been able to see the agents' screens in the past and this will surely help all the supervisors with coaching and making our team perform better.

How has it helped my organization?

In the past, scheduling was very difficult. We used Excel, and it was very tedious. If you missed something or put something in the wrong place, you then had to save as again and have all the agents close and reopen the schedule. Calabrio... more»

What needs improvement?

Seeing as I have just started using it, I haven't run into any issues. The only thing I wish they had (unless I don't have the access to do so - which is possible) was better reporting for adherence. We can see all the numbers, but there is... more»
Calabrio
Real User
Workforce Management Coordinator at a wireless company with 1,001-5,000 employees
Mar 13 2017

What is most valuable?

Calabrio WFM offers great insights on scheduling. What I like about the program the most is the coverage tray as this allows us to see our staffing deficits, shrinkage, and the reforecasting of our calls. This help us make real-time... more»

How has it helped my organization?

We switched to Calabrio from one of their competitors so the day-to-day functions were about the same and we really didn't see any improvements as of yet, but this program is always looking at ways to grow.

What needs improvement?

The WFM program's dashboard can be enhanced and their reporting, as well. One thing I like about Calabrio is that they listen to their customers and take feedback to make enhancements on the program.
Calabrio
Real User
Telecommunications Engineer at a university with 1,001-5,000 employees
Nov 01 2017

What do you think of Calabrio?

Valuable Features Call recording Evaluation forms Live call monitoring • Improvements to My Organization Tracking quality of conversations between agents and customers ensures service always reflects the organization's mission. • Room for Improvement The built-in reporting is not comprehensive or intuitive. Calabrio support has indicated to us that they are actively improving this piece of the application. • Use of Solution For three years. • Deployment Issues None. • Stability Issues The application has been stable, although we have not been without issues. Ongoing stability issues, however, is not something that we have encountered. • Scalability Issues So far, it has scaled to our needs. The biggest change that we made was adding an additional...
Calabrio
Real User
Adjunct Instructor, General Education at a university with 51-200 employees
Mar 23 2017

What is most valuable?

The speed up, slow down feature has helped increase productivity. The advanced searches help in finding specific calls quicker and with more ease.

How has it helped my organization?

The reporting features have helped us identify trends to improve customer service.

What needs improvement?

I was told they are looking into adding chat evaluations as a feature in Calabrio. Right now, I can create an evaluation to grade chat interactions, but I have to view the actual interaction in a different system. It will be nice to hopefully... more»
Calabrio
Real User
Business Owner at a security firm with 51-200 employees
Oct 26 2016

What is most valuable?

It is difficult at this exact time to say which features are the most valuable as we are going from a no software to a full suite with Calabria. The feature which is the most valuable at this time is the support. When I refer to the support,... more»

How has it helped my organization?

I do not have examples yet, but I know the functions in our company are being streamlined and this will make all tasks and jobs easier.

What needs improvement?

Try and correct bugs prior to release.
Calabrio
Real User
Customer Service Analyst/Scheduler at a energy/utilities company with 1,001-5,000 employees
Feb 26 2018

What is most valuable?

The Copy Schedule Activities has been a favorite tool. It reduces time spent when I need to make changes which are identical to multiple agents' schedules.

How has it helped my organization?

I cannot speak about the difference for the QM software. My main use is of the WFM software. A few of the features were "nice to have" features, but version 9.3 had some "deficiencies". The main problem was not being able to run scenarios in... more»

What needs improvement?

Being able to "publish" or rerun the schedule for only one agent would be ideal. Also, give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world.
Calabrio
Real User
Server System Administrator at a tech services company
Oct 14 2016

What do you think of Calabrio?

Valuable Features Screen recording and scheduling. • Improvements to My Organization It has streamlined how we access and review recordings as well as assisted in making our evaluation process much easier. • Room for Improvement There have been some imperfections in the product, however, support has ALWAYS stepped up and assisted until resolved, even if it meant a patch or something. • Use of Solution QM for 15 months and WFM for 12 months. • Deployment Issues Deployment was fairly smooth overall, most issues were attributed to larger issues with the new phone system that was going live the same weekend. • Stability Issues Once or twice there have been issues with access or recordings, support always stepped up to assist as needed. • Scalability Issues ...
Calabrio
Real User
Lead Resource Analyst at a tech services company with 1,001-5,000 employees
Oct 02 2016

What do you think of Calabrio?

Valuable Features The self serve and workflow features have been of great value to us. • Improvements to My Organization It has enabled us to improve the process for requesting, approving and booking offline activity. • Room for Improvement 15 minute intervals across the solution would be of great value. • Use of Solution Personally, around 10 months. • Deployment Issues I wasn't involved in the deployment of the solution. However, ongoing configuration is smooth with great support from Calabrio. • Scalability Issues We have worked with Calabria to help us get the most from the product in terms of multi skilling. • Customer Service and Technical Support Customer Service: The customer service has been excellent. Technical Support: We have received...
Calabrio
Real User
Workforce Management Specialist at a retailer with 10,001+ employees
Nov 01 2017

What do you think of Calabrio?

Valuable Features The most valuable feature that I have been able to use in the Workforce Management (WFM) software is the scheduling tool. • Improvements to My Organization We used Excel prior to having Calabrio. This tool has made our lives so much easier. • Room for Improvement The biggest issue that we have come across is the messaging where we receive Time Off Requests. There is no easy way to filter or delete old requests which are no longer needed. • Use of Solution Just over a year. • Deployment Issues We had a few snags here and there when we deployed Calabrio. However, it was little things that we learned as we went on. • Stability Issues No. • Scalability Issues Yes. When we reach a certain number of agents, the scheduling creates a second...
Calabrio
Real User
Contact Center Specialist at a financial services firm with 501-1,000 employees
Mar 15 2017

What do you think of Calabrio?

Valuable Features Analytics Text to speech Dual-channel text to speech • Improvements to My Organization We are able to address compliance issues more quickly. • Room for Improvement Filtering out text-to-speech hits and better results for negative categories When we set up categories to return results without the selected phrases it only filters out phonetic hits and you can see many contacts where the text to speech clearly recognizes the phrases that you told it to filter out. • Use of Solution I have been using it for four months. I use the latest cloud version. • Deployment Issues We have encountered plenty of deployment issues. • Stability Issues We have encountered a few stability issues. • Scalability Issues We have not encountered any...
Calabrio
Real User
Senior Netwrok Engineer at a healthcare company with 10,001+ employees
Nov 13 2017

What do you think of Calabrio?

Valuable Features The real-time screen  Call monitoring • Improvements to My Organization Leadership is able to help new agents learn in real-time versus going back and reviewing. • Room for Improvement Some of the Cisco features have not fully-migrated to the Avaya platform. • Use of Solution Two years. • Deployment Issues Yes. We have several applications that use AES. We had to get Avaya to write a custom patch for AES to share resources. • Stability Issues None. • Scalability Issues None. • Customer Service and Technical Support Customer Service: A nine out of 10. Technical Support: An eight out of 10. • Previous Solutions Yes. The cost to upgrade was three times as much as this product. • Initial Setup It was straightforward...
Calabrio
Vendor
Manager, Support Operations at a software R&D company with 501-1,000 employees
Oct 05 2016

What is most valuable?

Calabrio is open to feedback and so far has reacted quickly with changes.

How has it helped my organization?

The dynamic scheduling functionality allows the agents to be more empowered which was not an option on our previous tool.

What needs improvement?

I think Calabrio has a lot of potential but the day to day scheduling functions take too many steps. I'd like for their product developers & decision makers to work in our call center for a week using the tool. I think it would give them... more»
Calabrio
Real User
Contact Center Training and QA Supervisor at a financial services firm with 1,001-5,000 employees
Sep 26 2016

What do you think of Calabrio?

Valuable Features The most valuable feature is the ability to reach out to Calabrio with questions and suggestions. • Room for Improvement Gamification: We need help developing it, and what is currently shown is not enough. They have introduced gamification in the latest release, and although we don’t have it yet - it is still in our testing lab - it seems like they don’t have much set up for it. Our thoughts on gamification were that there would be levels and ‘badges’ that can be earned that we could customize based on our forms. • Use of Solution I have used it for four years. • Deployment Issues We encounter deployment issues, but our IT team works with Calabrio to minimize them. • Stability Issues Our IT team works with Calabrio on stability issues. •...
Calabrio
Real User
Telephony & Platform Analyst at a tech services company with 1,001-5,000 employees
Apr 18 2017

What do you think of Calabrio?

Valuable Features The UI is slick. The agent dashboard is good for agents. • Improvements to My Organization Agents are able to see their own schedules. • Room for Improvement Planning for multi-skilling • Use of Solution I have used it for two years. • Deployment Issues We have not encountered any deployment issues. • Stability Issues Initially, we encountered a little stability issue. • Scalability Issues We have not encountered any scalability issues. • Customer Service and Technical Support Customer Service: Customer service is OK. Technical Support: Technical support is OK. • Previous Solutions I do not know if we previously used a different solution. • Initial Setup I do not know if initial setup was straightforward or complex. •...

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