Calabrio WFM, Calabrio Workforce Management Reviews

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Gaye Stone
Real User
Customer Service Analyst/Scheduler at Tucson Electric Power
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»

Which solution did I use previously and why did I 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


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What is Calabrio WFM, Calabrio Workforce Management?

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 Follow @calabrio on Twitter.
Also known as
Calabrio WFM, Calabrio Workforce Management 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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