Calabrio WFM Review

Leadership is able to help new agents learn in real-time

What is most valuable?

  • The real-time screen 
  • Call monitoring

How has it helped my organization?

Leadership is able to help new agents learn in real-time versus going back and reviewing.

What needs improvement?

Some of the Cisco features have not fully-migrated to the Avaya platform.

For how long have I used the solution?

Two years.

What was my experience with deployment of the solution?

Yes. We have several applications that use AES. We had to get Avaya to write a custom patch for AES to share resources.

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?

Customer Service:

A nine out of 10.

Technical Support:

An eight out of 10.

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

Yes. The cost to upgrade was three times as much as this product.

How was the initial setup?

It was straightforward on the install.

What about the implementation team?

It was a combination between our in-house team and the vendor. The vendor was new to this product, but picked it up quickly.

What was our ROI?

Waiting on that figure at the end of this year.

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

Make sure to plan on expansion.

Which other solutions did I evaluate?

Yes, but would rather not say.

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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