Calabrio WFM Review

The speed up, slow down feature is valuable. Advanced searches help find specific calls.

What is most valuable?

The speed up, slow down feature has helped increase productivity. The advanced searches help in finding specific calls quicker and with more ease.

How has it helped my organization?

The reporting features have helped us identify trends to improve customer service.

What needs improvement?

I was told they are looking into adding chat evaluations as a feature in Calabrio. Right now, I can create an evaluation to grade chat interactions, but I have to view the actual interaction in a different system. It will be nice to hopefully have everything in one system in the near future.

For how long have I used the solution?

I have used it for 2 years.

What was my experience with deployment of the solution?

We have encountered minor deployment issues, but customer service was quick to correct the issues and has been great to work with.

What do I think about the stability of the solution?

We have not encountered any stability issues.

What do I think about the scalability of the solution?

We have not encountered any scalability issues.

How are customer service and technical support?

Customer Service:

Customer service is 10/10.

Technical Support:

Technical support is 10/10.

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

We previously used a different solution. We switched because the contract was up. The solution we were using was outdated and we were not pleased with the customer service.

How was the initial setup?

Initial setup was straightforward and the support for the switch in product was streamlined.

Which other solutions did I evaluate?

I was told from our management team that they did explore other options.

What other advice do I have?

Calabrio ONE is a great product, is user friendly, and has great customer service.

Which version of this solution are you currently using?

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