Calabrio WFM Review

Room for improvement includes: Scheduling, Exception management, Multi Skilling and Holiday allocation profiles.


What is most valuable?

Real Time Monitoring.

How has it helped my organization?

Easier for RT and TM's to view current adherence.

What needs improvement?

  • Scheduling
  • Exception management
  • Multi Skilling
  • Holiday allocation profiles

For how long have I used the solution?

1-2 years

What was my experience with deployment of the solution?

Data migration support would have been helpful. Skill groups/mapping was very difficult to understand.

What do I think about the stability of the solution?

Would not run on Internet Explorer - Chrome required.

What do I think about the scalability of the solution?

No issues.

How are customer service and technical support?

Limited.

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

Yes, we used Aspect. Outdated and upgraded phone system - Calabrio was a part of that upgrade.

How was the initial setup?

I was not part of the initial set up.

What about the implementation team?

Vendor - expertise was high.

Which other solutions did I evaluate?

No, this was the only option we were given.

What other advice do I have?

Please work more with European/UK market to understand requirements.

Which version of this solution are you currently using?

9.2
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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