Calabrio WFM Review

Most valuable feature for us is screen recording.


What is most valuable?

Currently the feature we are loving is screen recording.

What needs improvement?

We would like to see the backend SQL server improved for High Availability.

For how long have I used the solution?

2 years.

What was my experience with deployment of the solution?

No issues with deployment. Very smooth installation.

What do I think about the stability of the solution?

No issues with stability.

What do I think about the scalability of the solution?

None at all.

How are customer service and technical support?

Customer Service:

10/10

Technical Support:

9/10

Which solution did I use previously and why did I switch?

Before Calabrio we used in-house Cisco recording. Very limited.

How was the initial setup?

Straightforward - initial import of all agents was very smooth.

What about the implementation team?

Vendor was brought it initially to buy from. Implementation was done by Calabrio. VERY knowledgeable.

What's my experience with pricing, setup cost, and licensing?

We don't offer specifics, however we do inform them that the price of licensing is very reasonable.

Which other solutions did I evaluate?

Yes, we evaluated NICE systems.

Which version of this solution are you currently using?

9.3
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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