Calabrio WFM Reviews

Name: Calabrio WFM
Brand: Calabrio
Rating: 4 (32 reviews)

3.9 out of 5

32 reviews
81% willing to recommend

130 followers

What is Calabrio WFM?UNIXBusinessApplication
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Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer. Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity.Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has been named “Leader” by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2015). The company is also a member of the Cisco Solution Partner Program and the Avaya DevConnect program.Find news and information at www.calabrio.com. Follow @calabrio on Twitter.

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Calabrio WFM is the #7 ranked solution in top Workforce Engagement Management solutions. PeerSpot users give Calabrio WFM an average rating of 7.8 out of 10. Calabrio WFM is most commonly compared to Genesys Cloud CX: Calabrio WFM vs Genesys Cloud CX. Calabrio WFM is popular among the large enterprise segment, accounting for 66% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a healthcare company, accounting for 18% of all views.

Buyer's Guide

Workforce Engagement Management

March 2024

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Featured reviews

Gaye Stone

Customer Service Analyst/Scheduler at Tucson Electric Power

Dec 10, 2018

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 a pseudo scheduling area, so the way Calabrio is now, agents can possibly see test scenarios. Another problem is the Time Off Request area. Agents are not able to cancel an approved request through this area. The sorting/filtering could be improved upon greatly. We are scheduled to upgrade to version 10.0, which will resolve many of the issues we do not like about the current version that we are using. Update: We are still on version 9.3 and looking forward to upgrading.

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it_user488223

Workforce Management Analyst at a healthcare company with 10,001+ employees

Oct 28, 2016

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 know that if there is something that the software does not do now, chances are that I will see it soon in the near future. They have a lot of features that I love… If I had to pick two, it would be… in WFM the workflows ( I do automatic PTO handling thru those) and in QM the Evaluator goals, it picks random calls for the evaluators and sends them to their queue, so they no longer have to spend time looking for calls.

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it_user540852

Workforce Management Specialist at a healthcare company with 10,001+ employees

Nov 3, 2016

I use the reporting tool and forecasting to help me determine where improvements are needed Having the ability to choose and save the order of the metrics on the reporting tool has allowed me to standardize some reports. I would like to see the ability to run an individual Agent on any given…

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Calabrio WFM market share

As of March 2024, the market share of Calabrio WFM in the Workforce Engagement Management category stands at 9.0%, marking an increase of 39.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Workforce Engagement Management

Key learnings from peers

Valuable Features

"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."

Room for Improvement

"Give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world."
"Being able to "publish" or rerun the schedule for only one agent would be ideal."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

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Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Healthcare Company

18%

Financial Services Firm

12%

Government

12%

Computer Software Company

Retailer

Comms Service Provider

Wholesaler/Distributor

Manufacturing Company

Real Estate/Law Firm

University

Media Company

Insurance Company

Construction Company

Non Profit

Hospitality Company

Performing Arts

Logistics Company

Energy/Utilities Company

Educational Organization

Pharma/Biotech Company

Transportation Company

Legal Firm

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Learn more about Calabrio WFM

Calabrio WFM was previously known as Calabrio.

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Calabrio WFM customers

Polaris, Equifax, Fedex, Rabo, Paychex, Virteva, VITAS Healthcare Corp, Keurig Green Mountain, AT&T, Esurance, Subaru, Boeing, Tiffany & Co., Thomson Reuters.