Calabrio Reviews

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Gaye Stone
Real User
Customer Service Analyst/Scheduler at a energy/utilities company with 1,001-5,000 employees
Dec 10 2018

What is most valuable?

The Copy Schedule Activities has been a favorite tool. It reduces time spent when I need to make changes which are identical to multiple agents' schedules.

How has it helped my organization?

I cannot speak about the difference for the QM software. My main use is of the WFM software. A few of the features were "nice to have" features, but version 9.3 had some "deficiencies". The main… more»

What needs improvement?

Being able to "publish" or rerun the schedule for only one agent would be ideal. Also, give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real… more»

If you previously used a different solution, which one did you use and why did you switch?

Yes, we did use a different WFM software. The main reason for the switch was the service (or lack of) customer service we were getting.

What other advice do I have?

We were not allowed to be involved in the set up or a test environment. In hindsight, I would insist on this as there are things that we would have set up differently had we been more involved. It's… more»

Which other solutions did I evaluate?

The business area did not evaluate other options. Our IT/IS departments recommended using what was suggested by the vendor we used for our phone system upgrade/change
Ryan Mauldin
Real User
Telecommunications Engineer at a university with 1,001-5,000 employees
Nov 01 2017

What do you think of Calabrio?

What is most valuable?

Call recording Evaluation forms Live call monitoring

How has it helped my organization?

Tracking quality of conversations between agents and customers ensures service always reflects the organization's mission.

What needs improvement?

The built-in reporting is not comprehensive or intuitive. Calabrio support has indicated to us that they are actively improving this piece of the application.

For how long have I used the solution?

For three years.

What was my experience with deployment of the solution?

None.

What do I think about the stability of the solution?

The application has been stable, although we have not been without issues. Ongoing stability issues, however, is not something that we have encountered.

What do I think about the

Theo Douthit
Real User
Workforce Management Specialist at a retailer with 10,001+ employees
Nov 01 2017

What do you think of Calabrio?

What is most valuable?

The most valuable feature that I have been able to use in the Workforce Management (WFM) software is the scheduling tool.

How has it helped my organization?

We used Excel prior to having Calabrio. This tool has made our lives so much easier.

What needs improvement?

The biggest issue that we have come across is the messaging where we receive Time Off Requests. There is no easy way to filter or delete old requests which are no longer needed.

For how long have I used the solution?

Just over a year.

What was my experience with deployment of the solution?

We had a few snags here and there when we deployed Calabrio. However, it was little things that we learned as we went on.

What do I think about the stability of the solution?

No.

What do I think

Aaron Moneymaker
Real User
Senior Netwrok Engineer at a healthcare company with 10,001+ employees
Nov 13 2017

What do you think of Calabrio?

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?

None.

What do I think about the scalability of the solution?

None.

How is customer service and technical support?

Customer Service: A nine out of 10. Technical Support: An eight out of 10.

Which

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What is Calabrio?

Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer. Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity. Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has been named “Leader” by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2015). The company is also a member of the Cisco Solution Partner Program and the Avaya DevConnect program. Find news and information at www.calabrio.com. Follow @calabrio on Twitter.
Calabrio customers
Polaris, Equifax, Fedex, Rabo, Paychex, Virteva, VITAS Healthcare Corp, Keurig Green Mountain, AT&T, Esurance, Subaru, Boeing, Tiffany & Co., Thomson Reuters.
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