Calabrio WFM Review

Has streamlined how we access and review recordings.


What is most valuable?

Screen recording and scheduling.

How has it helped my organization?

It has streamlined how we access and review recordings as well as assisted in making our evaluation process much easier.

What needs 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.

For how long have I used the solution?

QM for 15 months and WFM for 12 months.

What was my experience with deployment of the solution?

Deployment was fairly smooth overall, most issues were attributed to larger issues with the new phone system that was going live the same weekend.

What do I think about the stability of the solution?

Once or twice there have been issues with access or recordings, support always stepped up to assist as needed.

What do I think about the scalability of the solution?

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

How are customer service and technical support?

Customer Service:

10/10

Technical Support:

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

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

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

How was the 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.

What about the implementation team?

Vendor team - 6/10

Calabrio deployment team - 10/10

What other advice do I have?

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

Which version of this solution are you currently using?

9.4
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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author avatarOrlee Gillis
Consultant

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