Calabrio WFM Review

Analysts are able to collect data from Speech Analytics to find trends and areas of focus.

What is most valuable?

The Analytics software has been fantastic for the contact center. Analysts are able to collect data from Speech Analytics to find trends and areas of focus. We have just skimmed the edge of what this software can do, but it seems to be something we will continue utilizing more in the future.

How has it helped my organization?

One of the best things about Calabrio in regards to QM is this software allows the CSRs to have buy-in on their performance by listening to these calls as well. This lets the CSR directly focus on areas for improvement and areas where they 'nailed it.' We have been able to use Calabrio in a number of ways to reward excellent performance for CSRs.

What needs improvement?

The only issue I have found with Calabrio is the WFM side. This is only because it does not work as cohesively with our scheduling and WFM operations. The team at Calabrio seems to be great in listening to our concerns; however, the WFM team is still working on this with Calabrio.

For how long have I used the solution?

The company has used this solution for two years now.

What was my experience with deployment of the solution?

To my knowledge, we have not encountered any deployment issues.

What do I think about the stability of the solution?

We have only rarely encountered stability issues; no frequent 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 9 (1-10 pt scale).

Technical Support:

Technical support is 7 (1-10 pt scale).

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

I don't believe we previously used a different solution.

How was the initial setup?

I was not present during the initial set-up.

What about the implementation team?

I believe implementation was through a vendor team. Unfortunately, I was not with the company at this time.

What was our ROI?

I'm unsure about ROI.

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

Be sure to figure out what package best suits your needs.

Which other solutions did I evaluate?

I am sure other options were explored.

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