Calabrio WFM Overview

What is Calabrio WFM?
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 WFM is also known as Calabrio.

Calabrio WFM Customers
Polaris, Equifax, Fedex, Rabo, Paychex, Virteva, VITAS Healthcare Corp, Keurig Green Mountain, AT&T, Esurance, Subaru, Boeing, Tiffany & Co., Thomson Reuters.
Calabrio WFM Video

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Customer Service Analyst/Scheduler at Tucson Electric Power
Real User
Top 10Leaderboard
The Copy Schedule Activities reduces time spent for changing activities. Agents are not able to cancel an approved request in the Time Off Request area.

What is our primary use case?

Our company changed phone systems in our call center two years ago, and with that change, the WFM and QM software were changed. We went with Calabrio based on the recommendation of our vendor. Dec 2018: We have upgraded to Calabrio v.10 just this weekend. I will be reviewing version 10 after I've had a little bit of time to use it.

Pros and Cons

  • "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."
  • "Being able to "publish" or rerun the schedule for only one agent would be ideal."
  • "Give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world."

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 difficult to explain what you want/expect when you don't get to use the product until "Go Live" in Production.
Senior Netwrok Engineer at a healthcare company with 10,001+ employees
Vendor
Leadership is able to help new agents learn in real-time

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 are customer service and technical support?

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

Which

Telecommunications Engineer at a university with 1,001-5,000 employees
Vendor
Their support engineers are very knowledgeable and issues are resolved very quickly

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

Workforce Management Specialist at a retailer with 10,001+ employees
Vendor
The schedule tool is the most valuable feature. However, there is no easy way to filter or delete old requests.

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

Contact Center Supervisor at a energy/utilities company with 1,001-5,000 employees
Real User
Leaderboard
The scheduling and QA portion of the new system are valuable features.

What other advice do I have?

Calabrio's learning curve is very short. The user interface is extremely easy to use. I could not be happier with this product.
Calabrio WFM and QM Administrator at a healthcare company with 10,001+ employees
Vendor
When used properly, this is a very powerful tool that can help your business hone in on the truly valuable aspects it can provide

What other advice do I have?

I recommend the full suite, one product simply cannot be utilized to the fullest capacity without the others.
Quality Assurance and Training Coordinator at a insurance company with 1,001-5,000 employees
Vendor
Analysts are able to collect data from Speech Analytics to find trends and areas of focus.
Telephony & Platform Analyst at a tech services company with 1,001-5,000 employees
Consultant
The UI is one of the most valuable features. I would like to see improvement in planning for multi-skilling.

What is most valuable?

The UI is slick. The agent dashboard is good for agents.

How has it helped my organization?

Agents are able to see their own schedules.

What needs improvement?

Planning for multi-skilling

For how long have I used the solution?

I have used it for two years.

What was my experience with deployment of the solution?

We have not encountered any deployment issues.

What do I think about the stability of the solution?

Initially, we encountered a little stability issue.

What do I think about the scalability of the solution?

We have not encountered any scalability issues.

How are customer service and technical support?

Customer Service: Customer service is OK. Technical Support: Technical support is OK.

Which solution did I use previously and

Adjunct Instructor, General Education at a university with 51-200 employees
Vendor
The speed up, slow down feature is valuable. Advanced searches help find specific calls.

What other advice do I have?

Calabrio ONE is a great product, is user friendly, and has great customer service.
Contact Center Specialist at a financial services firm with 501-1,000 employees
Vendor
The dual-channel text to speech feature is valuable. We have encountered plenty​ of deployment issues.​
Workforce Management Coordinator at a wireless company with 1,001-5,000 employees
Vendor
In WFM, the coverage tray allows us to see our staffing deficits, shrinkage, and the reforecasting of our calls.
Lead Business and Forecast Analyst at a tech services company with 1,001-5,000 employees
Consultant
The realtime adherence is a great feature. Full UK support is still growing compared to the US.

What other advice do I have?

Overall I feel this is a great product with a fantastic support network with a exciting features roadmap ahead.
Quality Assurance Team Lead at a comms service provider with 1,001-5,000 employees
Vendor
I have found the video capture to be the most valuable feature. I would like not to need to reboot every day when recordings are an issue.

What is most valuable?

I have found the video capture to be the most valuable feature.

How has it helped my organization?

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

What needs improvement?

Not needing to reboot every day when recordings are an issue.

For how long have I used the solution?

4 months.

What was my experience with deployment of the solution?

Large company, so the transition is taking some time.

What do I think about the scalability of the solution?

With being so large it's taking some time to get everyone onboard.

How is customer service and technical support?

We just received an in house tech, so only time will tell.

How was the initial setup?

Straightforward.
Resource Analyst at a tech services company with 1,001-5,000 employees
Consultant
Room for improvement includes: Scheduling, Exception management, Multi Skilling and Holiday allocation profiles.

What is most valuable?

Real Time Monitoring.

How has it helped my organization?

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

What needs improvement?

Scheduling Exception management Multi Skilling Holiday allocation profiles

For how long have I used the solution?

1-2 years

What was my experience with deployment of the solution?

Data migration support would have been helpful. Skill groups/mapping was very difficult to understand.

What do I think about the stability of the solution?

Would not run on Internet Explorer - Chrome required.

What do I think about the scalability of the solution?

No issues.

How are customer service and technical support?

Limited.

Which solution did I use previously and why did I switch?

Yes, we used Aspect. Outdated and…
Performance Management Specialist at a government with 5,001-10,000 employees
Vendor
I like real-time quality score notification.

What is most valuable?

Real-time quality score notification.

What needs improvement?

Notifications for schedule changes and vacation approval.

For how long have I used the solution?

2 years

What was my experience with deployment of the solution?

No issues.

What do I think about the stability of the solution?

No problems.

What do I think about the scalability of the solution?

No problems.

How are customer service and technical support?

Customer Service: 10/10 Technical Support: 10/10

Which solution did I use previously and why did I switch?

No, this was a new call center.

How was the initial setup?

Straightforward.

What about the implementation team?

In-house.

Which other solutions did I evaluate?

Not sure, I was not a part of the decision making…
Resource analyst at a tech services company with 1,001-5,000 employees
Consultant
Makes agent schedules more accessible and easy to use.
Operations Quality Analyst - Calabrio Administrator at a university with 1,001-5,000 employees
Vendor
Quality Management is valuable.

What is most valuable?

Quality Management

How has it helped my organization?

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

What needs improvement?

The only area of improvement, in my opinion, would be faster loading times and faster search results. 

For how long have I used the solution?

Almost 4 years. 

What was my experience with deployment of the solution?

None.
Department Scheduler at a retailer with 10,001+ employees
Vendor
I like Dynamic Availability, Dynamic Scheduling, Copy Schedule activities. Need a column for hours scheduled on main page.

What is most valuable?

Dynamic Availability, Dynamic Scheduling, Copy Schedule activities.

How has it helped my organization?

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

What needs improvement?

Need a column for hours scheduled on main page.

For how long have I used the solution?

1 year

What was my experience with deployment of the solution?

None, they walked us through every step.

What do I think about the stability of the solution?

None.

What do I think about the scalability of the solution?

None.

How are customer service and technical support?

Awesome.  Their team was always available to us.

Which solution did I use previously and why did I switch?

The old solution did…
Planning and Performance Manager at a tech services company with 1,001-5,000 employees
Consultant
Provides excellent call recording functionality. Multi-skill scheduling and forecast is not available.

How has it helped my organization?

It provides excellent call recording functionality.

What needs improvement?

Multi-skill scheduling and forecast is not available.

For how long have I used the solution?

12 months

What was my experience with deployment of the solution?

No.

What do I think about the stability of the solution?

Sometimes need to restart the server for slow performance.

What do I think about the scalability of the solution?

No.

How are customer service and technical support?

Customer Service: 10/10 Technical Support: 7/10

Which solution did I use previously and why did I switch?

Aspect. System recommended by Cisco, our telephony provider.

How was the initial setup?

Simple.

What about the implementation team?

Vendor team.
Workforce Management Specialist at a healthcare company with 10,001+ employees
Vendor
I use the reporting tool and forecasting to help me determine where improvements are needed.

What other advice do I have?

The solution has evolved for the better since I first started using it. Each version offers better features I hope that they keep evolving and allow for more customization such as being able to pull reports that show scheduled activities vs actual taken breaks this way we could have a better picture of why the agents adherence is being hindered
Workforce Management Analyst at a healthcare company with 10,001+ employees
Vendor
Areas I like about the product include dynamic scheduling, workflows and evaluator goals.

What other advice do I have?

This is a great suite, very complete, and they will always strive to make it suitable for your business... make sure that you ask as many questions you want. You would be surprise how much information they can provide you with... and their guidance in invaluable :) You are in good hands!
Business Owner at a security firm with 51-200 employees
Vendor
The feature which is the most valuable at this time is the support.

What other advice do I have?

Great software!
Server System Administrator at a tech services company
Consultant
Has streamlined how we access and review recordings.

What is most valuable?

Screen recording and scheduling.

How has it helped my organization?

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

What needs improvement?

There have been some imperfections in the product, however, support has ALWAYS stepped up and assisted until resolved, even if it meant a patch or something.

For how long have I used the solution?

QM for 15 months and WFM for 12 months.

What was my experience with deployment of the solution?

Deployment was fairly smooth overall, most issues were attributed to larger issues with the new phone system that was going live the same weekend.

What do I think about the stability of the solution?

Once or twice there have been issues with access…
Manager, Data Center Services at a healthcare company with 1,001-5,000 employees
Vendor
We're able to monitor and review agent's calls to improve call experience.

What is most valuable?

Screen recording.

How has it helped my organization?

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

What needs improvement?

We have several field agents that use cell phones for their calls. Unfortunately, cell phone call recording is not available at this time. I would like to have that ability in a future release.

For how long have I used the solution?

1+ year

What do I think about the stability of the solution?

We have not experience any issues to date.

What do I think about the scalability of the solution?

Not yet.

How are customer service and technical support?

Customer Service: Great. Technical Support: Great.

Which solution did I use previously and why did I switch?

None.

How was the initial

Supervisor of Workforce Management at a government with 5,001-10,000 employees
Vendor
The forecasting model is valuable.

What is most valuable?

I have found the forecasting model to be very valuable. It is always nearly an exact match of the trending forecasts that I do in Excel.

What needs improvement?

There is a need for a lunch and break auto optimization.

For how long have I used the solution?

This is my eighth month using Calabrio.

How are customer service and technical support?

9/10. Calabrio is really responsive to requests for information.

Which solution did I use previously and why did I switch?

I have used Aspect for most of my career. I note use Calabrio an it is ATL311's QA and WFM solution.
Infrastructure Architect at a healthcare company with 1,001-5,000 employees
Real User
Deployment was smooth. It provides us with a better understanding of our target audience.

How has it helped my organization?

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

What needs improvement?

It would be nice if this product supported operating systems other than Windows. Some work is needed on better support of multiple browsers.

For how long have I used the solution?

2 years

What was my experience with deployment of the solution?

Deployment was very smooth.

What do I think about the stability of the solution?

No.

What do I think about the scalability of the solution?

No.

How are customer service and technical support?

Customer Service: Excellent. Technical Support: Excellent.

Which solution did I use previously and why did I switch?

I did not previously use other products.

How was the initial setup?

Systems Engineer at a healthcare company with 1,001-5,000 employees
Vendor
Most valuable feature for us is screen recording.

What is most valuable?

Currently the feature we are loving is screen recording.

What needs improvement?

We would like to see the backend SQL server improved for High Availability.

For how long have I used the solution?

2 years.

What was my experience with deployment of the solution?

No issues with deployment. Very smooth installation.

What do I think about the stability of the solution?

No issues with stability.

What do I think about the scalability of the solution?

None at all.

How are customer service and technical support?

Customer Service: 10/10 Technical Support: 9/10

Which solution did I use previously and why did I switch?

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

How was the initial setup?

Straightforward - initial import…
Manager, Support Operations at a computer software company with 1,001-5,000 employees
Vendor
The dynamic scheduling functionality allows the agents to be more empowered. The day to day scheduling functions take too many steps.
Lead Resource Analyst at a tech services company with 1,001-5,000 employees
Consultant
The self serve and workflow features have been of great value to us.

What is most valuable?

The self serve and workflow features have been of great value to us.

How has it helped my organization?

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

What needs improvement?

15 minute intervals across the solution would be of great value.

For how long have I used the solution?

Personally, around 10 months.

What was my experience with deployment of the solution?

I wasn't involved in the deployment of the solution. However, ongoing configuration is smooth with great support from Calabrio.

What do I think about the scalability of the solution?

We have worked with Calabria to help us get the most from the product in terms of multi skilling.

How are customer service and technical support?

ITS 4: Voice Systems Engineer at a government with 1,001-5,000 employees
Vendor
We have been able to use call recordings for training as well as perform staff performance evaluations.

What other advice do I have?

Make sure you have someone that has an understanding of this type of software and what the business needs are. If you go into purchasing a product that your vendor has shown you, chances are they presented all the bells and whistles of the product and your business may not need everything or vice versa, you may think you are getting all the bells and whistles but you didn't purchase the whole package.
Contact Center Training and QA Supervisor at a financial services firm with 1,001-5,000 employees
Vendor
We reach out to Calabrio with questions and suggestions.

Valuable Features

The most valuable feature is the ability to reach out to Calabrio with questions and suggestions.

Room for Improvement

Gamification: We need help developing it, and what is currently shown is not enough. They have introduced gamification in the latest release, and although we don’t have it yet - it is still in our testing lab - it seems like they don’t have much set up for it. Our thoughts on gamification were that there would be levels and ‘badges’ that can be earned that we could customize based on our forms.

Use of Solution

I have used it for four years.

Deployment Issues

We encounter deployment issues, but our IT team works with Calabrio to minimize them.

Stability Issues

Our IT team works with Calabrio on stability issues.

Customer Service and

Workforce Management Lead Analyst at a retailer with 10,001+ employees
Vendor
We value the flexibility of scheduling through dynamic availability, work shifts, and dynamic scheduling.