Calabrio WFM Reviews

The UI is slick.

The agent dashboard is good for agents.

Agents are able to see their own schedules.

• Planning for multi-skilling

I have used it for two years.

We have not encountered any deployment issues.

Initially, we encountered a little stability issue.

We have not encountered any scalability issues.

Customer service is OK.

Technical support is OK.

I do not know if we previously used a different solution.

I do not know if initial setup was straightforward or complex.

I do not know if a vendor team or an in-house one implemented it.

I do not know about ROI.

Before choosing this product, I do not know if we evaluated other options.

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

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

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

4 months.

Large company, so the transition is taking some time.

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

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

Straightforward.

Quality Management

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

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

Almost 4 years. 

None.

Screen recording and scheduling.

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

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.

QM for 15 months and WFM for 12 months.

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

Once or twice there have been issues with access or recordings, support always stepped up to assist as needed.

The initial build out was aiming low, so we had to add additional recording servers. It went very well.

10/10

8/10 - some tech support agents are better than others.

Old solution was much more manual and more prone to failure.

Simple and complex. We were setting up a failover site at the same time, so making sure everything was replicating between the two was somewhat tricky.

Vendor team - 6/10

Calabrio deployment team - 10/10

Get in it and work with it.... it can and will be your best friend!

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

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

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

Personally, around 10 months.

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

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

The customer service has been excellent.

We have received excellent remote and on site support.

The solution was already in place when I joined our company.

From discussions with colleagues the initial setup was straightforward in that appropriate training was received and the system is laid out very logically.

All suppliers we dealt with, and calabrio themselves were excellent.

Project your costs forward.

A number of products were evaluated and Calabrio was the best fit.

We look forward to future upgrades and getting even more from the system.

• Analytics
• Text to speech
• Dual-channel text to speech

We are able to address compliance issues more quickly.

• Filtering out text-to-speech hits and better results for negative categories

• When we set up categories to return results without the selected phrases it only filters out phonetic hits and you can see many contacts where the text to speech clearly recognizes the phrases that you told it to filter out.

I have been using it for four months. I use the latest cloud version.

We have encountered plenty of deployment issues.

We have encountered a few stability issues.

We have not encountered any scalability issues.

Customer service is 8 out of 10.

Technical support is 7 out of 10.

We previously used Avaya. We switched because we needed something different and more modern for new business.

ROI is unknown.

Before choosing this product, we also evaluated Avaya.

Real Time Monitoring.

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

• Scheduling
• Exception management
• Multi Skilling
• Holiday allocation profiles

1-2 years

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

Would not run on Internet Explorer - Chrome required.

No issues.

Limited.

Yes, we used Aspect. Outdated and upgraded phone system - Calabrio was a part of that upgrade.

I was not part of the initial set up.

Vendor - expertise was high.

No, this was the only option we were given.

Please work more with European/UK market to understand requirements.

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

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

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 in process so I hope to see improvement in the next big release.

One year.

Yes, but Calabrio has been responsive to challenges.

They have been very knowledgeable and responsive.