Calabrio WFM Review

I use the reporting tool and forecasting to help me determine where improvements are needed.


What is most valuable?

I use the reporting tool and forecasting to help me determine where improvements are needed.

How has it helped my organization?

Having the ability to choose and save the order of the metrics on the reporting tool has allowed me to standardize some reports.

What needs improvement?

I would like to see the ability to run an individual Agent on any given service queues without loosing any entered exceptions.

For how long have I used the solution?

2 years.

What was my experience with deployment of the solution?

Minor issues, nothing major. The issues were fixed quickly.

What do I think about the stability of the solution?

I haven't experienced any stability issues aside from the occasional server lag, however it is very minimal.

How are customer service and technical support?

Customer Service:

Calabrio takes care of their customers very well they really want to make sure you are extremely satisfied with your experience using the products. They are really quick to assist and answer any questions that you may have. 10 out of 10.

Technical Support:

As mentioned above, they are very helpful they want to make sure you are satisfied they will listen to your ideas will try and implement those updates on the upcoming version.

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

Calabrio has been the only product I have ever used and it works well with the needs of the company.

How was the initial setup?

The initial setup was straightforward, they provided training coupons for us to use learn the different roles for us to get certified.

What about the implementation team?

Initially through a vendor however our in house team are now able to implement them.

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

The pricing is fair they will really work with you to reach and agreeable price they really want your business.

Which other solutions did I evaluate?

Calabrio was already implemented in our company, I did not research any others.

What other advice do I have?

The solution has evolved for the better since I first started using it. Each version offers better features I hope that they keep evolving and allow for more customization such as being able to pull reports that show scheduled activities vs actual taken breaks this way we could have a better picture of why the agents adherence is being hindered

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