Calabrio WFM Review
Room for improvement includes: Scheduling, Exception management, Multi Skilling and Holiday allocation profiles.
What is most valuable?
How has it helped my organization?
Easier for RT and TM's to view current adherence.
What needs improvement?
- Exception management
- Multi Skilling
- Holiday allocation profiles
For how long have I used the solution?
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?
How are customer service and technical support?
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 Outdated and upgraded phone system - Calabrio was a part of that upgrade.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?