Calabrio WFM Review

We're able to monitor and review agent's calls to improve call experience.


What is most valuable?

How has it helped my organization?

We are now able to monitor and review agent's calls to improve call experience.

What needs improvement?

We have several field agents that use cell phones for their calls. Unfortunately, cell phone call recording is not available at this time. I would like to have that ability in a future release.

For how long have I used the solution?

1+ year

What do I think about the stability of the solution?

We have not experience any issues to date.

What do I think about the scalability of the solution?

Not yet.

How are customer service and technical support?

Customer Service:

Great.

Technical Support:

Great.

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

None.

How was the initial setup?

Straightforward, our implementation engineer was great.

What about the implementation team?

Vendor team - 9 out of 10.

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

I would encourage people to get analytics from the start.

Which other solutions did I evaluate?

Went with a recommendation from our 3rd party partner.

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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