Calabrio WFM Review

The dynamic scheduling functionality allows the agents to be more empowered. The day to day scheduling functions take too many steps.


Valuable Features

Calabrio is open to feedback and so far has reacted quickly with changes.

Improvements to My Organization

The dynamic scheduling functionality allows the agents to be more empowered which was not an option on our previous tool.

Room for Improvement

I think Calabrio has a lot of potential but the day to day scheduling functions take too many steps. I'd like for their product developers & decision makers to work in our call center for a week using the tool. I think it would give them a great perspective of where to go forward. The dashboard has potential but it's hard for management to use it as is. I've heard some user interface changes are in process so I hope to see improvement in the next big release.

Use of Solution

One year.

Deployment Issues

Yes, but Calabrio has been responsive to challenges.

Customer Service and Technical Support

They have been very knowledgeable and responsive.

Which version of this solution are you currently using?

9.5.1.594
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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