Calabrio WFM, Calabrio Workforce Management Archived Reviews (More than two years old)

Filter by:Reset all filters
Industry
Loading...
Filter Unavailable
Company Size
Loading...
Filter Unavailable
Job Level
Loading...
Filter Unavailable
Rating
Loading...
Filter Unavailable
Considered
Loading...
Filter Unavailable
Order by:
Loading...
  • Date
  • Highest Rating
  • Lowest Rating
  • Review Length
Search:
Matthew Lepage
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… more»

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… 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… more»

What's my experience with pricing, setup cost, and licensing?

I was not involved with purchasing. I do not know.

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

We did not use a solution previously.

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.

Which other solutions did I evaluate?

i was not involved with this aspect.
Consultant
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… more»

What's my experience with pricing, setup cost, and licensing?

One of the reasons we selected this product was the licences are concurrent which is value for money when working in a 24 hour support service.

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

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… more»

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.

Which other solutions did I evaluate?

We did, but we felt Calabrio was the best option for our company now and the journey ahead.
Vendor
Performance Management Specialist at a government with 5,001-10,000 employees
Dec 22 2016

What do you think of Calabrio WFM, Calabrio Workforce Management?

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…
Vendor
Workforce Management Specialist at a healthcare company with 10,001+ employees
Nov 03 2016

What is most valuable?

I use the reporting tool and forecasting to help me determine where improvements are needed.

How has it helped 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.

What needs improvement?

I would like to see the ability to run an individual Agent on any given service queues without loosing any entered exceptions.

What's my experience with pricing, setup cost, and licensing?

The pricing is fair they will really work with you to reach and agreeable price they really want your business.

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

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

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… more»

Which other solutions did I evaluate?

Calabrio was already implemented in our company, I did not research any others.
Vendor
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… 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… more»

What needs improvement?

Reporting does need some improvement.

What's my experience with pricing, setup cost, and licensing?

Pretty reasonable compared to the other on the market.

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

No.

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… more»
Vendor
Manager, Data Center Services at a healthcare company with 1,001-5,000 employees
Oct 13 2016

What do you think of Calabrio WFM, Calabrio Workforce Management?

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

Real User
Infrastructure Architect at a healthcare company with 1,001-5,000 employees
Oct 13 2016

What do you think of Calabrio WFM, Calabrio Workforce Management?

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?

Vendor
Manager, Support Operations at a software R&D company with 1,001-5,000 employees
Oct 05 2016

What is most valuable?

Calabrio is open to feedback and so far has reacted quickly with changes.

How has it helped my organization?

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

What needs improvement?

I think Calabrio has a lot of potential but the day to day scheduling functions take too many steps. I'd like for their product developers & decision makers to work in our call center for a week using the tool. I think it would give them a great perspective of where to go forward. The dashboard has potential but it's hard for management to use it as is. I've heard some user interface changes are… more»

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 www.calabrio.com. Follow @calabrio on Twitter.
Also known as
Calabrio
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.