Calabrio Review

Has streamlined how we access and review recordings.


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

The initial build out was aiming low, so we had to add additional recording servers. It went very well.

Customer Service and Technical Support

Customer Service:

10/10

Technical Support:

8/10 - some tech support agents are better than others.

Previous Solutions

Old solution was much more manual and more prone to failure.

Initial Setup

Simple and complex. We were setting up a failover site at the same time, so making sure everything was replicating between the two was somewhat tricky.

Implementation Team

Vendor team - 6/10

Calabrio deployment team - 10/10

Other Advice

Get in it and work with it.... it can and will be your best friend!

Disclosure: I am a real user, and this review is based on my own experience and opinions.
1 Comment
Orlee GillisConsultant

Do you have any advice for other users for how to maximize the help of the support services?

18 October 16
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