Calabrio WFM Reviews

Screen recording.

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

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.

1+ year

We have not experience any issues to date.

Not yet.

Great.

Great.

None.

Straightforward, our implementation engineer was great.

Vendor team - 9 out of 10.

I would encourage people to get analytics from the start.

Went with a recommendation from our 3rd party partner.

Notifications for schedule changes and vacation approval.

2 years

No issues.

No problems.

No problems.

10/10

10/10

No, this was a new call center.

Straightforward.

In-house.

Not sure, I was not a part of the decision making process.

It provides excellent call recording functionality.

Multi-skill scheduling and forecast is not available.

12 months

No.

Sometimes need to restart the server for slow performance.

No.

10/10

7/10

Aspect. System recommended by Cisco, our telephony provider.

Simple.

Vendor team.

It is difficult at this exact time to say which features are the most valuable as we are going from a no software to a full suite with Calabria. The feature which is the most valuable at this time is the support. When I refer to the support, I am referring to the support from all aspects of Calabrio; this support starts from the Sales team, to the implementation team, to the trainers. They are all willing to support us through the entire process. It is very nice to see the support there.

I do not have examples yet, but I know the functions in our company are being streamlined and this will make all tasks and jobs easier.

Try and correct bugs prior to release.

We just purchased the entire one suite.

We have run into a few bugs that the developers are aware of and are making the necessary fixes.

None.

10 out of 10 - fabulous.

10 out of 10 - Great!

Straightforward, as I have used others in past careers.

In-house/Unity - no issues.

Best suite for the buck, does the same as others and more for less money.

We looked at Genisys, Avaya, Interactive Iteligence, IEX.

Great software!

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.

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

This is my eighth month using Calabrio.

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

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

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

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

2 years

Deployment was very smooth.

No.

No.

Excellent.

Excellent.

I did not previously use other products.

Straightforward after understanding the basic product.

Vendor team, along with in house experts.

Currently the feature we are loving is screen recording.

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

2 years.

No issues with deployment. Very smooth installation.

No issues with stability.

None at all.

10/10

9/10

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

Straightforward - initial import of all agents was very smooth.

Vendor was brought it initially to buy from. Implementation was done by Calabrio. VERY knowledgeable.

We don't offer specifics, however we do inform them that the price of licensing is very reasonable.

Yes, we evaluated NICE systems.

Assigning exceptions so that I can assign to multiple people across more than one day.

Makes agent schedules more accessible and easy to use.

It sometimes needs quite clunky work arounds for certain things, e.g. If I add exceptions into agent schedules such as holidays or long term sickness, it's not easy to just delete them. I would like to see an option where you can delete the exceptions and the schedule reverts back to how it was before (breaks and lunch etc) without having to run the entire departments shifts.

I have used this contact center optimization solution for nearly 2 years.

No.

It has crashed a couple of times but may be a server issue.

No.

Change of tactics.

Yes, but I wasn't initially involved.