Calabrio Reviews

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Real User
ITS 4: Voice Systems Engineer at a government with 1,001-5,000 employees
Oct 02 2016

What is most valuable?

Call recording and evaluation.

How has it helped my organization?

We have been able to use call recordings for training as well as perform staff performance evaluations.

What needs improvement?

Reporting and email notifications to agent when they have received evaluations of their call recordings. Our business users indicate that the reports generated could be 'better'. As I am the administrator, I'm not quite sure what reports they... more»
Real User
Calabrio WFM and QM Administrator at a healthcare company with 10,001+ employees
Jun 22 2017

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... more»

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... more»

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.

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Real User
Lead Business and Forecast Analyst at a tech services company with 1,001-5,000 employees
Jan 14 2017

What is most valuable?

The realtime adherence is a great feature, it lets us stay connected with the call floor and react when needed to demand peaks and shortfalls.

How has it helped my organization?

This gives us a interactive view of the call floor then advisors can also see so they can be a part of the delivery and gain ownership.

What needs improvement?

As we are a Calabrio customer, we get the support we need regarding standard software support for example when the system is not working as expected and user questions. Calabrio has always supplied great customer service and always helped... more»
Real User
Customer Service Analyst/Scheduler at a energy/utilities company with 1,001-5,000 employees
Jul 05 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 problem was not being able to run scenarios in... 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 world.
Real User
Workforce Management Specialist at a healthcare company with 10,001+ employees
Nov 03 2016

What do you think of Calabrio?

Valuable Features I use the reporting tool and forecasting to help me determine where improvements are needed. • Improvements to My Organization Having the ability to choose and save the order of the metrics on the reporting tool has allowed me to standardize some reports. • Room for Improvement I would like to see the ability to run an individual Agent on any given service queues without loosing any entered exceptions. • Use of Solution 2 years. • Deployment Issues Minor issues, nothing major. The issues were fixed quickly. • Stability Issues I haven't experienced any stability issues aside from the occasional server lag, however it is very minimal. • Customer Service and Technical Support Customer Service: Calabrio takes care of their customers very...
Real User
Quality Assurance and Training Coordinator at a insurance company with 1,001-5,000 employees
May 23 2017

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... more»

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... more»

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... more»
Real User
Workforce Management Analyst at a healthcare company with 10,001+ employees
Oct 30 2016

What is most valuable?

It's hard just to pick one area that I like about the product, because they have heard the needs of the customer, and almost everything we were looking in a WFO software they have... dynamic scheduling, workflows, evaluator goals... and I... more»

How has it helped my organization?

By being able to manage better the time of the agents, and the ease of use thru intraday management, we have been able to move adherence goals from 80 to 85%, and we know that we can even bring it up to 90% in the near future, that alone has... more»

What needs improvement?

Reporting does need some improvement.
Real User
Contact Center Supervisor at a energy/utilities company with 1,001-5,000 employees
Jul 18 2017

What is most valuable?

I've found that the scheduling and QA portion of the new system is phenomenal. We've never been able to see the agents' screens in the past and this will surely help all the supervisors with coaching and making our team perform better.

How has it helped my organization?

In the past, scheduling was very difficult. We used Excel, and it was very tedious. If you missed something or put something in the wrong place, you then had to save as again and have all the agents close and reopen the schedule. Calabrio... more»

What needs improvement?

Seeing as I have just started using it, I haven't run into any issues. The only thing I wish they had (unless I don't have the access to do so - which is possible) was better reporting for adherence. We can see all the numbers, but there is... more»
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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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