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.

No.

Calabrio has been the only product I have ever used and it works well with the needs of the company.

No.

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

We did not use a solution previously. 

Previously we were using Excel and human intuition, which is not a viable source to manage even a small contact center running 24/7.

We wanted to have a more updated cloud based solution that interrogated fully with our telephony system and had features to enhance our planning and quality capability such as a QM system and speech analytics.

We previously used Verint. When the system crashed, Verint took almost three weeks to answer a ticket; poor customer service.

We used NICE previously. The organization opted to make the change due to the high cost of NICE and ongoing stability problems.

I don't believe we previously used a different solution.

We previously used a different solution. We switched because the contract was up. The solution we were using was outdated and we were not pleased with the customer service.

No.

The old solution did not allow the same level of flexibility for our agents.

None.

No, this was a new call center.

Aspect. System recommended by Cisco, our telephony provider.

I have used Aspect for most of my career. I note use Calabrio an it is ATL311's QA and WFM solution.

I did not previously use other products.

Before Calabrio we used in-house Cisco recording. Very limited.

Change of tactics.

I do not know if we previously used a different solution.

Old solution was much more manual and more prone to failure.

The solution was already in place when I joined our company.

We previously used Avaya. We switched because we needed something different and more modern for new business.

Yes, we used Aspect. Outdated and upgraded phone system - Calabrio was a part of that upgrade.