Calabrio WFM Reviews

Calabrio WFM offers great insights on scheduling. What I like about the program the most is the coverage tray as this allows us to see our staffing deficits, shrinkage, and the reforecasting of our calls. This help us make real-time decisions, taking into account how it will affect staffing.

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.

The WFM program's dashboard can be enhanced and their reporting, as well. One thing I like about Calabrio is that they listen to their customers and take feedback to make enhancements on the program.

We used this program for about three years.

No issues with deployment.

We have encountered stability issues. We had about six months where the program was crashing weekly. Calabrio and us worked through the stability issues, and it has worked to its full capacity.

As of right now, we have not encountered any scalability issues.

Calabrio's customer service has been awesome; they are willing to help to make it work and willing to help you with workarounds with the system limitations.

Technical support is 9/10.

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

Initial setup was not complex at all.

A vendor team implemented it.

• Call recording
• Evaluation forms
• Live call monitoring

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

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 three years.

None.

The application has been stable, although we have not been without issues. Ongoing stability issues, however, is not something that we have encountered.

So far, it has scaled to our needs. The biggest change that we made was adding an additional recorder to keep up with the heavy call volume.

The customer service is always very good. The only point of improvement that I have shared with Calabrio management is we would appreciate their contact center being staffed 24/7 for after hours support. Right now, calls placed outside of normal hours go to an answer service for callback.

It is very good. Their support engineers are always very knowledgeable and issues are resolved very quickly.

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

The initial setup was straightforward. Although the implementation tech was forced to create all of the users individually as a bulk tool, which was not available at that time. Three years have passed since that time, and they may have worked this out. It did not affect us as the customer, however.

In-house.

Yes, NICE.

The Analytics software has been fantastic for the contact center. Analysts are able to collect data from Speech Analytics to find trends and areas of focus. We have just skimmed the edge of what this software can do, but it seems to be something we will continue utilizing more in the future.

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 only issue I have found with Calabrio is the WFM side. This is only because it does not work as cohesively with our scheduling and WFM operations. The team at Calabrio seems to be great in listening to our concerns; however, the WFM team is still working on this with Calabrio.

The company has used this solution for two years now.

To my knowledge, we have not encountered any deployment issues.

We have only rarely encountered stability issues; no frequent issues.

We have not encountered any scalability issues.

Customer service is 9 (1-10 pt scale).

Technical support is 7 (1-10 pt scale).

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

I was not present during the initial set-up.

I believe implementation was through a vendor team. Unfortunately, I was not with the company at this time.

I'm unsure about ROI.

Be sure to figure out what package best suits your needs.

I am sure other options were explored.

The speed up, slow down feature has helped increase productivity. The advanced searches help in finding specific calls quicker and with more ease.

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

I was told they are looking into adding chat evaluations as a feature in Calabrio. Right now, I can create an evaluation to grade chat interactions, but I have to view the actual interaction in a different system. It will be nice to hopefully have everything in one system in the near future.

I have used it for 2 years.

We have encountered minor deployment issues, but customer service was quick to correct the issues and has been great to work with.

We have not encountered any stability issues.

We have not encountered any scalability issues.

Customer service is 10/10.

Technical support is 10/10.

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.

Initial setup was straightforward and the support for the switch in product was streamlined.

I was told from our management team that they did explore other options.

Calabrio ONE is a great product, is user friendly, and has great customer service.

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

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.

I have used it for four years.

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

Our IT team works with Calabrio on stability issues.

Customer service is very good; at conferences, they are very receptive.

Technical support is good; we go through our IT team, so they would be a better judge.

The most valuable feature that I have been able to use in the Workforce Management (WFM) software is the scheduling tool.

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

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.

Just over a year.

We had a few snags here and there when we deployed Calabrio. However, it was little things that we learned as we went on.

No.

Yes. When we reach a certain number of agents, the scheduling creates a second page. Then, this leads to issues with shift trades and gives.

A nine out of 10.

An eight out of 10.

No.

A little complex. As a team we felt that our initial training was not the best.

In-house.

Not applicable.

Not applicable.

Not applicable.

Dynamic Availability, Dynamic Scheduling, Copy Schedule activities.

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

Need a column for hours scheduled on main page.

1 year

None, they walked us through every step.

None.

None.

Awesome.  Their team was always available to us.

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

Verint, NICE, Genesys.

The flexibility of scheduling through dynamic availability, work shifts, and dynamic scheduling is invaluable.  They have something to fit each type of agent we have.  Our work from home team is very large and this allows us to maximize them fully.

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.

Some of these new scheduling options are just that, new.  So, updates are happening to ensure the product functions the way it was intended.  Calabrio has been great at support to address these areas.