Calabrio Review

The scheduling and QA portion of the new system are valuable features.


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 makes scheduling a breeze. 

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 no way of exporting it for all team members is one big file.  

For how long have I used the solution?

We have used this for approximately six months.

What was my experience with deployment of the solution?

I was not involved in the deployment. 

What do I think about the stability of the solution?

I have not seen or heard of any issues with stability.

What do I think about the scalability of the solution?

I was not involved with scaling. 

How is customer service and technical support?

I am a user and do not need to speak with customer service. 

Which solutions did we use previously?

We did not use a solution previously. 

How was the initial setup?

I am a user, and did not do any setup.

What was our ROI?

N/A.

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

I was not involved with purchasing. I do not know. 

Which other solutions did I evaluate?

i was not involved with this aspect. 

What other advice do I have?

Calabrio's learning curve is very short.  The user interface is extremely easy to use.  I could not be happier with this product. 

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