Calabrio WFM Review

The dual-channel text to speech feature is valuable. We have encountered plenty​ of deployment issues.​

What is most valuable?

  • Analytics
  • Text to speech
  • Dual-channel text to speech

How has it helped my organization?

We are able to address compliance issues more quickly.

What needs improvement?

  • Filtering out text-to-speech hits and better results for negative categories
  • When we set up categories to return results without the selected phrases it only filters out phonetic hits and you can see many contacts where the text to speech clearly recognizes the phrases that you told it to filter out.

For how long have I used the solution?

I have been using it for four months. I use the latest cloud version.

What was my experience with deployment of the solution?

We have encountered plenty of deployment issues.

What do I think about the stability of the solution?

We have encountered a few 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 8 out of 10.

Technical Support:

Technical support is 7 out of 10.

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

We previously used Avaya. We switched because we needed something different and more modern for new business.

What was our ROI?

ROI is unknown.

Which other solutions did I evaluate?

Before choosing this product, we also evaluated Avaya.

Which version of this solution are you currently using?

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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author avatarit_user625821 (Contact Center Specialist at a financial services firm with 501-1,000 employees)

Just small things like being unable to see results when using custom date range on the dashboard, the configure fields option was not removing columns when unchecked, had issues deleting contacts. Not sure if it could have been avoided.