Calabrio WFM Review

The realtime adherence is a great feature. Full UK support is still growing compared to the US.

What is most valuable?

The realtime adherence is a great feature, it lets us stay connected with the call floor and react when needed to demand peaks and shortfalls.

How has it helped my organization?

This gives us a interactive view of the call floor then advisors can also see so they can be a part of the delivery and gain ownership.

What needs improvement?

As we are a Calabrio customer, we get the support we need regarding standard software support for example when the system is not working as expected and user questions.

Calabrio has always supplied great customer service and always helped where possible.What's currently limited is a forum for UK customer to share best practices with and to utilize these connections to ensure that we are using the system to its full capability. As it's a US based company, all of the conferences are in America as it stands, but customer base and functionality are always growing so hopefully we will see this in the UK in the near future.

For how long have I used the solution?

2 years.

What was my experience with deployment of the solution?

No, the roll-out out was easy with measures in place to roll back if issues where encountered

What do I think about the stability of the solution?

On first roll-out we did but with a couple of server config changes these were resolved. Also we changed browser to Chrome for better performance.

What do I think about the scalability of the solution?

Not at all, we have over 500 employees using the system without an issue.

How are customer service and technical support?

Customer Service:

The customer service we have received is first class.

Technical Support:

8 out of 10.

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

We wanted to have a more updated cloud based solution that interrogated fully with our telephony system and had features to enhance our planning and quality capability such as a QM system and speech analytics.

How was the initial setup?

Straightforward, once deployed on our server access they the intranet with single sign on was easy. One of the many benefits is the easy to navigation GUI and Config.

What about the implementation team?

In partnership with a vendor.

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

One of the reasons we selected this product was the licences are concurrent which is value for money when working in a 24 hour support service.

Which other solutions did I evaluate?

We did, but we felt Calabrio was the best option for our company now and the journey ahead.

What other advice do I have?

Overall I feel this is a great product with a fantastic support network with a exciting features roadmap ahead.

Which version of this solution are you currently using?

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