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 a pseudo scheduling area, so the way Calabrio is now, agents can possibly see test scenarios. 

Another problem is the Time Off Request area. Agents are not able to cancel an approved request through this area. The sorting/filtering could be improved upon greatly. We are scheduled to upgrade to version 10.0, which will resolve many of the issues we do not like about the current version that we are using.

Update: We are still on version 9.3 and looking forward to upgrading.

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 made our 6 locations that much more effective, resulting in better customer service for our patients and families.

Having the ability to choose and save the order of the metrics on the reporting tool has allowed me to standardize some reports.

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

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

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 makes scheduling a breeze. 

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.

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.

We switched to Calabrio from one of their competitors so the day-to-day functions were about the same and we really didn't see any improvements as of yet, but this program is always looking at ways to grow.

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

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.

The reporting features have helped us identify trends to improve customer service.

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

Our agents have the functionality for partial coverage, this allows them to customize their schedule and still meet our SLA's.

We have been able to use their software to solve our agents needs for flexible scheduling.  Our agents wanted the ability to choose their hours and still meet the needs of our customers.  The Dynamic scheduling allows our WFM team to insert shifts when we need them and the work from home team can sign up when they would like to work.

We are now able to monitor and review agent's calls to improve call experience.

It provides excellent call recording functionality.

I do not have examples yet, but I know the functions in our company are being streamlined and this will make all tasks and jobs easier.

Allows us to better understand of our target audience. Provide better service.

Makes agent schedules more accessible and easy to use.

Agents are able to see their own schedules.

The video capture is a great learning tool for agents when being coached.

The ability to customize evaluation forms to organizational needs has been tremendous. 

It has streamlined how we access and review recordings as well as assisted in making our evaluation process much easier.

It has enabled us to improve the process for requesting, approving and booking offline activity.

We are able to address compliance issues more quickly.

Easier for RT and TM's to view current adherence.

The dynamic scheduling functionality allows the agents to be more empowered which was not an option on our previous tool.