What is most valuable?
Calabrio as a whole, when used properly, is a very powerful tool that can help your business hone in on the truly valuable aspects it can provide. However, one of the most valuable features is automation/workflows, it saves time and increases productivity.
How has it helped my organization?
I was able to use Calabrio to provide data and analytics in a visually stimulating fashion which captured my audience's understanding with ease. This has since proven its value in the projects and initiatives we have taken - saving the company over a million dollars, increasing productivity while also decreasing wait times, therefore, increasing customer satisfaction.
What needs improvement?
I think if Calabrio can master Cisco precision queue attributes, predictive scheduling can be done on a much granular level, thereby making the tool that much more capable in its ability to increase productivity.
For how long have I used the solution?
What was my experience with deployment of the solution?
Yes, but not really due to the tool. Getting the contact center's buy-in is vital to the success of an effective implementation along with effortless continuous improvement.
What do I think about the stability of the solution?
What do I think about the scalability of the solution?
How are customer service and technical support?
At first, they were great. Since my initial encounters, it is a hit and miss and really comes down to the agent or technician assigned to help you. Technical Support
Once again, it really is dependent on the technician assigned to your case. I have had technicians who were responsive and catered to my needs and I have had other technicians who didn't seem to understand the system as well as I did and/or I had to constantly check up on the status of my case.
Which solution did I use previously and why did I switch?
Previously we were using Excel and human intuition, which is not a viable source to manage even a small contact center running 24/7.
How was the initial setup?
The spreadsheets were unnecessarily complex and did not utilize enough data to back up the decisions being made nor did it follow industry standards for a service desk.
What about the implementation team?
We did implement through a vendor, we will not be using them again. However, later on, Calabrio Support was able to catch the errors made by the vendor which helped us greatly.
What was our ROI?
What's my experience with pricing, setup cost, and licensing?
Which other solutions did I evaluate?
What other advice do I have?
I recommend the full suite, one product simply cannot be utilized to the fullest capacity without the others.