Calabrio ONE Reviews

My main use case for Calabrio ONE is that we rely on it most for scheduling and forecasting.

The best features Calabrio ONE offers are the ability to provide Shift Bags and the capability to approve PTOs automatically, or if there is a requirement for an agent on our team to look into it, the request would go into pending or waitlisted status, and then we can verify if we can approve another day off. That is one of the best features in Calabrio ONE.

CalabrIo ONE has positively impacted my organization. Before, we used Variant, which is a different application compared to Calabrio ONE. Both applications have their strengths, but with Calabrio ONE, I am mostly able to see when an agent is out of adherence, and I can quickly notify them if they have put in the wrong aux, exceeded a break, or if they are stuck on a long call and need their breaks rescheduled. That is something I can easily view on Calabrio ONE.

CalabrIo ONE has increased agent satisfaction to a great extent. When anything goes wrong and agents mistakenly end up putting in a wrong aux, it impacts their schedules and their adherence. When we notify them, they are extremely grateful, and their adherence stays up to date.

In terms of improvements for Calabrio ONE, since I do not work with forecasting, I think we could collaborate AWS with Calabrio ONE to get live data fed into Calabrio ONE, which would be even greater for forecasting.

We pull the majority of our reports through Calabrio ONE, and something I have noticed is that for the intraday report, if we want to pull data at 12:30, we have to wait until 12:45. It is a 15-minute refresher window, which is lagging behind. This delay is the same for any report being pulled. I do not have a grand overview of forecasting, but it generally takes a long time, and my agents have not been able to collaborate AWS with Calabrio ONE in the forecasting aspect. Apart from that, everything else is working great on Calabrio ONE. I would love it if it was more real-time and if I could download the data almost immediately without waiting for that 15-minute buffer.

I rate Calabrio ONE a seven because I feel it could be improved. As I mentioned, the 15-minute buffer is an issue, and the real-time feeding into forecasting could be better. If we could control Shift Bags within Calabrio ONE instead of using another application like Teleopti to manage Shift Bags or control overall shifts, that would be even better. Right now, we use a combination of Teleopti and Calabrio ONE to decide the Shift Bags.

The quantity and quality of results provided by Calabrio ONE are accurate 95 percent of the time. The forecasting feature in the application might not be the most accurate, which is an area where we do have issues, especially when scheduling breaks at intervals where calls might be at a higher volume. Those are rigged. Apart from that, since breaks and other meetings get allotted automatically, we do have to manually move them around because that forecasting is not accurate. If that could be improved, it would be great.

I have been using Calabrio ONE for about eight months.

We do not have any issues with Calabrio ONE, but I might have faced issues with the three W365 systems that allow us to access Calabrio ONE.

Calabrio ONE is pretty versatile in terms of growth and changes required. It can analyze how many agents are needed in each interval of the day and ensures to let us know if we need more agents indirectly through all its reports. I would say it is very versatile and also very necessary for our team to grow within the organization.

The customer support for Calabrio ONE is pretty good. They get back to us within 24 to 48 hours if we face any issues or if there are any new updates happening on that end. I am pretty satisfied.

We were using Variant. I would say Variant had many more options. The reason for the switch was that Variant was not collaborating well with the AWS system we implemented. When we implemented AWS, we had to bring in Calabrio ONE to ensure that both systems were coordinated correctly.

I would not say I know how much money we have saved, but according to upper management reports, it does seem Calabrio ONE has been helping a lot. We do have fewer agents required to keep monitoring. The agents we do have on my team are just to ensure that the team leaders and the agents on phones are notified of any changes that impact their adherence. Apart from that, everything is done by Calabrio ONE, so I would say it is good in terms of money saving as well as needing fewer employees.

I want to add that I am not a scheduler; I am an RTA, so my day-to-day use of Calabrio ONE is quite different. I check it to see if anybody is out of adherence, changing day-to-day schedules, moving breaks and lunches, adding any additional meetings and check-ins, and clearing times, as well as requesting any late arrivals or addressing technical issues that agents are facing through the activity responding part in Calabrio ONE, where I would either approve or deny a request after ensuring that it is relevant to what the agent has reported previously. Additionally, what I do with Calabrio ONE is view previous day adherence, previous month adherence, and we go back to correct their adherence where I have the option to approve as adherence, which I do not think many people have the authority to use, but I do. I would go ahead and approve adherence for any out-of-adherence cases, such as if the agent faced a technical issue but was showing as logged out for the day. That is what I use Calabrio ONE for mostly.

With reference to the Shift Bag feature, I would say it is more based on the number of agents we have. We work from 7:00 a.m. to 7:00 p.m., where we allot four shifts. Every agent works a nine-hour shift in India and an eight and a half-hour shift in the USA, and we try to allocate the majority of the people for the 7:00 a.m. shift, but of course, the 10:15 to 7:15 shift is also important on our end. We try to use forecasting to ensure that the Shift Bags are appropriately set so we have coverage throughout the 7:00 to 7:00 p.m., 12-hour window.

CalabrIo ONE has positively impacted my organization. Before, we used Variant, which is a different application compared to Calabrio ONE. Both applications have their strengths, but with Calabrio ONE, I am mostly able to see when an agent is out of adherence, and I can quickly notify them if they have put in the wrong aux, exceeded a break, or if they are stuck on a long call and need their breaks rescheduled. That is something I can easily view on Calabrio ONE.

CalabrIo ONE has increased agent satisfaction to a great extent. When anything goes wrong and agents mistakenly end up putting in a wrong aux, it impacts their schedules and their adherence. When we notify them, they are extremely grateful, and their adherence stays up to date. In terms of improvements for Calabrio ONE, since I do not work with forecasting, I think we could collaborate AWS with Calabrio ONE to get live data fed into Calabrio ONE, which would be even greater for forecasting.

We pull the majority of our reports through Calabrio ONE, and something I have noticed is that for the intraday report, if we want to pull data at 12:30, we have to wait until 12:45. It is a 15-minute refresher window, which is lagging behind. This delay is the same for any report being pulled. I do not have a grand overview of forecasting, but it generally takes a long time, and my agents have not been able to collaborate AWS with Calabrio ONE in the forecasting aspect. Apart from that, everything else is working great on Calabrio ONE. I would love it if it was more real-time and if I could download the data almost immediately without waiting for that 15-minute buffer.

CalabrIo ONE is pretty versatile in terms of growth and changes required. It can analyze how many agents are needed in each interval of the day and ensures to let us know if we need more agents indirectly through all its reports. I would say it is very versatile and also very necessary for our team to grow within the organization.

I would advise that Calabrio ONE is a good tool to use. If you could get any one of the IT techies to look into how to ensure that AWS is being well maintained with Calabrio ONE, that would be great. I rate this product a seven out of ten.

I use Calabrio ONE for small retail verticals from one of the projects like Mattel and other pieces as well for delivering the POC at the client side. I was working on almost three to four projects where I have been deeply involved with Calabrio integrations with Amazon Connect and C-CAST.

My main use case for Calabrio ONE in those projects is basically for agent forecasting and scheduling. At that time, the native integration with Amazon Connect was not available, so we were considering other vendors as well, but we went with Calabrio because it was very impressive at that time. The AI insight was phenomenal in terms of reporting and analytics capabilities during what was shown, and it really provided value to the company. Overall, the performance and helping the supervisor with scheduling and forecasting was really good.

Calabrio ONE helped with forecasting and scheduling by evolving in its capabilities over time. When we were moving with C-CAST and Amazon Connect integration, and when we compared with NICE and other vendors we were dealing with, we found Calabrio more sophisticated in terms of advanced forecasting and analyzing the E-S and historical interaction data. The focus on managing holidays as well as weekends and month-end spikes was very quick and intuitive, and very easy to use for generating forecasts for queuing skills and channels. Overall, it helped with the client regarding events like Black Friday when suddenly the spike happens. The historical data and forecasting were increasing in terms of estimating how many agents are required each hour. It was really helpful overall. The performance in terms of agent skill clarifications and time zone management was very helpful because the agents were in different time zones.

The best features Calabrio ONE offers, in my experience, stand out as solving real operational challenges from an operational perspective. Everyone, including the supervisor and other stakeholders, focuses on the operational challenges. Calabrio is evolving not just in forecasting but in forecasting versus actual demand and helping the supervisor make adjustments. I really appreciate the workforce forecasting because Calabrio forecasting uses historical trends to predict the staffing requirement and allows organizations to proactively plan resources instead of just reacting to unexpected call spikes. However, it is far more than just managing unexpected call spikes. I appreciate the self-service features, giving an agent the ability to request leave, swap shifts, and volunteer for overtime, which reduces the supervisor workload and improves the employee experience.

Calabrio ONE has positively impacted my organization by making administrative tasks and forecasting easier. Obviously, the administrative tasks and forecasting things have become easier. This is what overall we integrated Calabrio for and this is what the main functionality we use. It was very quick and easily integrated, not just from the agent perspective and delivery perspective, but also from the integration perspective. Those things were pretty much easier compared to other vendors.

After using Calabrio ONE, I noticed measurable outcomes such as improved schedule adherence, reduced overtime costs, and reduced understaffing and overstaffing because the forecasts were more accurate. More importantly, agent satisfaction improved. With my experience, I can confirm that due to the self-service option with swap and leave request functionality, it really gave a very positive impact.

Calabrio ONE can be improved in the area of predictive workforce planning. I believe predictive workforce planning would be more valuable if the platform could automatically identify unusual patterns, such as forecasting the impact of a new product launch or weather event, rather than relying mainly on historical trends, because something new that the business is coming up with. It would be more focused towards the predictive way. Dashboard customization would benefit from more drag-and-drop dashboard customization for supervisors to make reporting more flexible, similar to JIRA-type functionality, which would be helpful.

There are certain scenarios when we competed with other vendors because nowadays Amazon Connect is also evolving in terms of WFM, but I do understand that the out-of-the-box features are not fully delivering what Calabrio delivers. In terms of thousands of agents across multiple sites, it is still evolving but not at the same level as Calabrio. When we look at other focus areas towards Verint and NICE, obviously we need to improve from that perspective as well when talking about market leaders. I am sure Calabrio is also evolving as a market leader because of the continuous improvement of the performance dashboard and Agent Assist with AI. These are the new features which I am still yet to explore, such as generative AI capabilities. I think Calabrio is still evolving. That feature I am yet to explore, maybe I am not aware of the new things because it has been almost a year since I have been using it.

I have used Calabrio ONE for almost a year.

The self-service options, such as shift swaps or leave requests, have greatly impacted the day-to-day experience for agents and supervisors. There are multiple skills involved in managing scenarios, and this is what I really experienced when managing 100 plus agents. When we talk about large contact centers, it is not possible to manage manually, especially compared to previous engagements with JPMorgan Chase and others, where it is a very cumbersome method. In real scenarios, an agent can easily request to take a leave next Friday or swap an evening shift. The supervisor has to check the staffing level, verify the service level, and each request takes 5 to 10 minutes, and there are 20 to 30 requests per day. That is two to five hours spent on administrative work unnecessarily. Calabrio ONE fills that particular gap, and it is one of the best features I appreciate.

My advice for others looking into using Calabrio ONE is that it is more as per the cost and other things, which is really helpful from that perspective. I would really recommend it in terms of workforce management, especially from the Amazon perspective since I am working with Amazon Connect. First, evaluate whether the native workforce management capability meets your needs. If you require more advanced workforce optimization, sophisticated scheduling, or support for multiple contact platforms, Calabrio ONE is definitely worth considering. I choose an eight as the rating because it delivers strong value, but more AI could be more richly injected in the form of generative AI where I want to see deeper generative AI capabilities rather than just staffing functionalities, such as actions to move three agents from queue A to queue B between 2:00 PM and 4:00 PM to maintain the target service level.

Our main use case for Calabrio ONE is in scheduling and adherence, where we use it to track agent performance and adherence throughout the day. We also use it for scheduling and forecasting. The main use that we have on a daily basis is the adherence part, which involves checking correct adherence to schedules and comparing the current actual schedule with what agents are doing in the CRM.

The adherence tracking helps my team by providing a current and actual view of how many agents we have in those intervals and whether they are adhering to the current schedule and performing the activities they are supposed to be based on their previous scheduling. For example, we are working on an account which is built by adherence and requires monitoring by interval.

We have Calabrio ONE linked with our CRM, and that is mainly the use that we do in real-time because Calabrio ONE is predominantly used by our real-time team. That is the goal and how we are using it right now.

The best features Calabrio ONE offers include one feature that is very useful for adjusting schedules and monitoring adherence during the day, as it has shortcuts for entering plain schedules or correcting adherence with keyboard shortcuts rather than using the mouse. This aspect is important for monitoring in real-time, especially since we have many tasks to manage. That is something I appreciate the most.

I find the reporting part of Calabrio ONE very useful based on how we schedule for the real-time aspect. It provides visibility on how many agents we have allocated, which helps us understand our daily allocation better. Although it has been a while since I used the reporting feature, it was very user-friendly compared to counterparts such as Genesys or Verint, which had issues with person names in their reports, whereas Calabrio ONE's reports are easy and simple to navigate.

Calabrio ONE positively impacts our organization by making adherence increase, even though scheduling takes the same amount of time. This is not just about Calabrio ONE; we do have a real-time team that fully utilizes its capabilities in their duties. It is a partnership between the team's performance and the tool's usefulness. Since we are pushing agents to adhere to the actual schedule, it has been helpful for generating reports and real-time alerts.

Our current adherence is at 90%, while our goal was to reach 95%, which is very challenging. Since we have been using Calabrio ONE from the beginning, we are getting closer to that percentage. However, it is not solely the effectiveness of Calabrio ONE tools; it is a teamwork effort between the analysts and the tool itself as we track how many agents we have in specific spots.

Calabrio ONE could be improved with shortcuts, as removing them or making them harder to access is an issue. Additionally, there is some lag during scheduling and adherence processes; for instance, one agent might appear available right when they are scheduled in the CRM, but Calabrio ONE shows them as disconnected. While this is not a repetitive issue that we have reported to the Calabrio ONE vendor, it could benefit from a review, particularly in how it affects BPOs such as mine.

I would appreciate understanding how the acquisition of Verint will add value to Calabrio ONE or if it is purely about gaining more market share, or if they plan to use Verint's background to enhance the Calabrio ONE team.

My advice for others looking into using Calabrio ONE is to give it a chance. It has been very useful and has been around in the market for a long time; the company has also acquired Verint. Calabrio ONE offers many capabilities in the workforce tool and has been a strong competitor in the market. It has been successfully deployed at Netflix, a major company, which demonstrates its trustworthiness.

Regarding Calabrio ONE's AI capabilities, my company has two-factor authentication, so I would say it is very secure. I do not have many details beyond that, but you can access it from virtually anywhere. In my position, I can use it on my cell phone, but it requires two-factor authentication, which makes it very secure.

I appreciate the user interface of Calabrio ONE because it is simple, which is valued since analysts do not spend much time looking at alerts and agent appearances in the real-time view. It makes our work much easier. I would rate my overall experience with Calabrio ONE as an 8 out of 10.

I use Calabrio ONE for workforce management to upload the schedule, to upload the forecast, to check the adherence for the engineers, to create the people and engineers profiles in the people tab, and for reporting as well.

I upload the forecast and we create the rotation pattern in Calabrio ONE to provide the schedule for the agents. We also upload the schedule on Calabrio and create new engineers in Calabrio in the people tab. We also get the payroll system from Calabrio reports.

The user interface is very nice for Calabrio ONE, and the real-time adherence dashboard is also very nice. It is very easy to understand, and uploading the schedule is also straightforward. The AOD and ADU features are very helpful to route the ticket in Calabrio. The case management system and ticket management system are also excellent.

For real-time adherence, it is very easy because we can identify which engineer is not following the schedule and easily identify when our SLA is going down. We can call out with the help of the real-time adherence dashboard, and I appreciate that it is mapped with the schedule.

One glitch in Calabrio ONE occurs in the people tab when we create a new engineer. We used to get an error when we put in a username because it was not picking that up, and also the password was giving an error. I do not know whether it was a technical or backend issue, but that was the issue.

From my point of view, everything was good because I have used many tools and I saw that Calabrio ONE was good on all of them, so I do not have any concerns to add regarding Calabrio ONE.

I would suggest using Calabrio ONE because this tool is very nice, and the radio system is also very good. The ICM (incident management system) is also nice for Calabrio, and the user interface is excellent, so I would suggest everyone use Calabrio ONE.

I have been using Calabrio ONE for more than three years.

Sometimes we get glitches in Calabrio ONE because the application gets closed or minimized automatically. I do not know whether it is due to load or another reason, but that glitch does occur.

Scalability was quite good. I have used many WFM tools, but Calabrio ONE was very nice. The user interface was very nice and very understandable.

We can schedule engineers in one go and schedule multiple engineers in one go by clicking on F11. When I use F11, all the schedules get run and all the schedules get uploaded on Calabrio. We can also create a rotation pattern in Calabrio and all the rotations will be automatically assigned to all the engineers and agents. We can also get the reports from payroll, so HR can get all the reports for finance and other things.

I never reached out to customer service, so I never got the chance to reach out to them.

I was using IEX before. Then I changed my organization and used Calabrio ONE, so I used whatever my organization provided me.

I do not know about the initial setup because my company provided it to me. I do not know about the costing of Calabrio ONE or the licensing and setup costs because my organization provided it. I did not handle that setup.

I do not know about the implementation team because my company provided it to me. I do not know about the costing of Calabrio ONE or the licensing and setup costs because my organization provided it. I did not handle that setup.

I can speak only to the time saved from my end because I never made the investment myself, as it was provided by my organization.

I do not know about that because my company provided it to me. I do not know about the costing of Calabrio ONE, the licensing, or the setup costs because my organization provided it. I did not handle that setup.

I have used many tools such as Verint, IEX, and Avaya, but I saw that Calabrio ONE was far better than other tools. The user interface was good and easy to understand, and anyone can understand it, so that is why I prefer Calabrio ONE.

Everything has been good according to me. I do not see any bugs in Calabrio ONE that need improvement. If AI features could be added because I did not see any AI features in Calabrio ONE when I was using it, that would be more beneficial because we are moving toward AI.

This would be beneficial for us as well. It will reduce our workload when we use the AI feature in Calabrio ONE, so that would be beneficial for everyone to reduce workload and increase efficiency.

I rate this product a 9 out of 10.

As an agent, I use Calabrio ONE for monitoring my shifts, including when my schedule breaks and meal times are or when scheduled offline meetings, coachings, or one-to-ones occur.

One of our main KPIs is adherence, and I use Calabrio ONE to monitor my overall adherence for the month, besides monitoring my breaks. Adherence takes into consideration what time I go on break, what time I get back, what time I start my shift, what time I end my shift, and if I was actually on shift. In order for me to qualify for my commission, that adherence needs to be above 95%. Daily and consistently, I use Calabrio ONE to monitor my previous day's adherence, checking what percentage I am on month to date, and then knowing where I need to adjust or improve on my timekeeping. I also use it to make sure that I am at work on the days when I am supposed to be at work. One of the other major things is my stats. Monitoring my hold and wrap, my actual handling time of calls gives me a broad and detailed breakdown of my statistics, which helps me as an agent to perform at my best and know when to change the way I am doing things if my stats are looking unfavorable.

I find Calabrio ONE much more efficient than the system we were using before, which I cannot even remember the name of because it was that ineffective. It helps me to perform at my best and to know when I need to improve on what I am doing, giving me a detailed breakdown of my statistics. Calabrio ONE provides a broad breakdown of my statistics in a detailed format beyond monitoring breaks and meals.

A best feature of Calabrio ONE is real-time monitoring, which allows you to monitor yourself or, if you are a team leader or a workforce management analyst, it gives real-time data, which is very important in a BPO as everything moves fast and can change at the drop of a hat. You can monitor who is late from breaks or always late for work easily through the dashboard, helping you identify which agent needs coaching. With the use of AI, monitoring and keeping track has become much easier, minimizing losses in the company or the campaign significantly.

Calabrio ONE's dashboard is very user-friendly. I mostly self-taught myself as an agent to navigate Calabrio ONE, finding all my statistics besides my schedule for when to be at work and take breaks. With no prior experience, I managed to teach myself in a couple of months, improving as an agent. The AI tools are mostly automated, connected directly with our dialing system, CCAIP, and they work well together, greatly improving the workflow process.

Calabrio ONE has positively impacted my organization greatly. While I cannot provide specific percentage details, it has improved adherence in our campaign and enhanced our ability to identify agents who are not adhering, allowing team leaders to coach those agents. Time management is easier for management to monitor, as they can see exactly what time an agent signed in, signed out, and took breaks through Calabrio ONE. This allows for implementing necessary actions like coaching for repeated offenders, significantly improving agent performance, where agents are empowered to take ownership of their statistics and adherence.

Calabrio ONE's user interface is a bit slow, but this issue likely stems from our internet package rather than the application. The loading time for certain tabs is affected by our business internet connection. I feel the user interface colors are a bit plain and boring; brighter colors would make it more visually appealing. While it is a practical tool, visually it could be enhanced. I believe optimizing the navigation by minimizing the number of tabs to access certain statistics would ease usability, as currently, finding specific details requires trial and error.

I suggest linking a messaging dashboard to Calabrio ONE since there are instances where calls overlap with meal and break times. In our campaign, real-time analysts monitor specific teams, and if an agent exceeds their allotted break due to a call, they must report it to their team manager, who then communicates with the analyst. This process can be hectic if the manager is unavailable. A direct messaging service linked to the agent's dashboard would simplify communications, making it easier for real-time analysts to adjust adherence time quickly.

I have been using Calabrio ONE for just over a year since it was introduced into our campaign.

I find Calabrio ONE to be really stable; the only issues have stemmed from our company's internet problems. With the application itself, I have not faced any outages or major issues.

Calabrio ONE handles growth or changes in our campaign easily. The limitation lies more in the knowledge of the personnel handling it; better training is needed. The application itself can accommodate over 100 or 200 agents within our campaign.

I have not interacted with Calabrio ONE support; our support comes locally or from our campaign in the UK. I am unaware of any direct communications with Calabrio ONE support.

We did use a different solution before Calabrio ONE, but my experience with it was only for two or three months, and it was ineffective to the extent that I cannot even recall its name.

I believe Calabrio ONE has saved money by helping maintain agent adherence, as non-adherence leads to losses for the company. Overall, it has improved adherence in the campaign, coaching agents to keep their stats in check, significantly enhancing productivity.

I am sure they evaluated other options before choosing Calabrio ONE, but I was not part of that decision-making process and do not have access to that information.

I would recommend Calabrio ONE as it is a great addition to a business, particularly for detailed timekeeping and management, empowering agents to self-manage effectively.

I find Calabrio ONE's governance and security really great, as agents are restricted to only certain tools and information, and there is no way to bypass those restrictions. I have tried to access information without going through my team leader, and I can say the security measures around the AI are substantial.

I have not encountered any issues with the accuracy and reliability of Calabrio ONE's AI output. I believe it is a well-trained AI. When I did not get the desired results, it was typically due to our unstable internet connection.

Calabrio ONE is a great tool with a solid product that developers should continue to improve and innovate to be utilized effectively in BPOs and beyond. I would rate this product an 8 out of 10.

My main use case for Calabrio ONE is for scheduling. For scheduling, my honest take on how it holds up in daily operations is that you can manage complex contact centers with multiple tiers, split shifts, and varying agent preferences. I can use that to view agent ability to trade shifts or request time off through the mobile app. I use Calabrio ONE as well for real-time monitoring of my agents during the operation hours.

Some of the best features Calabrio ONE offers would definitely be the AI-driven forecasting and automated scheduling, as well as the real-time adherence and intraday management, because as a supervisor, you can get a clean visual dashboard that can flag exactly who is on a call, who is on break, and who is out of adherence the second it happens. The MyTime mobile app is definitely a game-changer for team morale. It empowers agents to view their schedules, bid on overtime, and swap shifts with their coworkers seamlessly, right from their phones without needing to reach out to their manager to manually approve every single move.

A specific example of how AI-driven forecasting has impacted my team is that our contact center team was constantly operating in a firefighting mode. The WFM team was drowning in manual spreadsheets, spending over twenty hours a week just trying to fix shift coverages, and the agents felt micromanaged because of the rigid scheduling. The AI forecasting has completely removed the guesswork. We went from spending days building weekly schedules to generating optimized shifts in less than an hour. That massive time-save freed up our team leaders to actually focus on what matters: real, data-driven coaching instead of just having to continue with data entry. Our biggest impact was definitely the agent morale by giving the agents autonomy over their own time through the mobile app.

A specific outcome that illustrates how Calabrio ONE has positively impacted our organization would be that we were struggling with the massive administrative drag of managing a global workforce, and after implementing Calabrio ONE, we managed to lower our manually scheduled shifts by forty percent. Not only did that free up our management team some time, but it also drove a fifteen percent increase in schedule adherence and ultimately resulted in about a three percent boost in their overall customer satisfaction scores as well. The fifteen percent increase in schedule adherence was tracked through Calabrio ONE. It was seamless. We were able to give them intelligent, automatic scheduling and real-time call routing so the agents could perfectly align with incoming call volumes.

Sometimes the user interface of Calabrio ONE can feel a little bit clunky, but for a workforce planning perspective, I would definitely say you need a fast manual override for a specific agent. It fights you outside the standard logic, and making it simple can take longer than it should. Additionally, building custom reports in performance management has been a bit of a headache.

I would rate Calabrio ONE about a nine.

My advice to others looking into using Calabrio ONE is to be mindful about the platform, for it can become a little bit clunky as you make requests through the system. Regarding Calabrio ONE's AI capabilities, it seems to be a pretty secure platform. You definitely need the right clearance and access to use the platform and gather the reports that you need. So, I think it is a pretty secure platform. Calabrio ONE is a pretty accurate platform. It definitely works as we expect since cross-checking our personal reports with the AI data that it has been giving is really helpful. Calabrio ONE is a great platform. It definitely has been one of the best platforms I have used since I have worked with different workforce management systems. Calabrio ONE is definitely up there with efficiency and time management. I would rate my overall experience with Calabrio ONE as a nine out of ten.

My main use case for Calabrio ONE is for reporting, as I have implemented Calabrio ONE for one of our clients called FedEx. They use Calabrio ONE for reporting, so we integrated Calabrio ONE with our contact center and provided the recordings and WFM feature through Calabrio ONE.

In our case, Calabrio ONE is specifically used for recording and reporting purposes, but WEM or WFM, as some people mention it, is also one of the features. Although the priority is still recording, they want to keep their recordings through Calabrio ONE on their own servers, so it is an on-premises solution that we installed and implemented.

I have installed Calabrio ONE for several customers in the public cloud, and for FedEx, it was an on-premises solution installed in the customer's environment.

After studying Calabrio ONE throughout those years, I really appreciate the recording, workforce management, and quality management features, including advanced analytics of Calabrio ONE, which were performing well at that time in comparison to other software systems. I am mostly concentrated on the recording part, and I was part of the installation, specifically the 11.5 version. There were a few things that could have been improved at that point in time, but I believe that in the latest version, Calabrio ONE has improved.

I have tested thoroughly the recording features of Calabrio ONE, and it has sentiment analysis; when you see the recording, if you have configured some words, it tells you whether the customer is happy or angry, showing the emotion of the customer during the recording. Calabrio ONE's recording interface is very easy to access, very easy to explore, and every option is clearly mentioned. Once you click on the recording, it is easy to configure how to save it. When you analyze the recordings, you can clearly see a graph and sentiment analysis. Calabrio ONE has also added the natural language feature, so even if you're using a bot or the other person is using a bot, they can assess those things. That is one of the best features I appreciate.

Calabrio ONE has positively impacted our organization as the clients were happy with the implementation; they initially used NICE and switched to Calabrio ONE. Calabrio ONE's initial versions, before the 10.x versions, were not very good, but I installed 11.5, which had many features that the customer really appreciated. It helped them arrange their recordings, keeping them for a certain time and then transferring them to a local drive. Calabrio ONE's interface was easy for the customer to understand, and the training we provided helped agents easily grasp how calls were recorded and stored.

I believe there were metrics indicating customer satisfaction, with at least a 15 to 20 percent increase after using Calabrio ONE software. I am not sure about specific metrics like time saved or fewer errors, as those are with the customer. We had reports during the testing phase focusing on recording features, sentiment analysis, and related aspects.

I think Calabrio ONE is normal software with a stronghold on WFM. Calabrio ONE's latest version excels in recording and analytics, but some customers flagged complexities and reporting gaps. Calabrio ONE can improve the installation process; an automated, unified installer performing checks would be beneficial. Nowadays, software capabilities could provide AI-guided assistance through installation steps.

Calabrio ONE can learn from Cisco in providing documentation more easily, with all details clearly available. I believe the documentation needs to be more detailed, categorized, and segregated so a person does not have to sift through a whole document just to locate specific information.

Calabrio ONE needs many improvements from a high-level view. Calabrio ONE's implementation was not straightforward during my time, and Calabrio ONE should work on marketing and partnerships with other cloud contact centers, especially since I have seen CCaaS providers recommend other software but not Calabrio ONE.

I have been using Calabrio ONE specifically for about four years.

I felt that integrating Calabrio ONE with a contact center is straightforward and easy. Calabrio ONE's deployment is easy, and the documentation provided or available on the website is very clear, with screenshots included, making it easier for even a new person undertaking that for the first time.

If someone is using Calabrio ONE and is happy, I encourage them to keep using it, but there are other software options in the market. Many CCaaS providers offer built-in features for recording and reporting, which is something to consider unless there are specific requirements for using Calabrio ONE.

I have read about Calabrio ONE's WFM feature, scheduling, and forecasting process and tried to configure that for FedEx, but they did not go for my pitch as it was not their priority at that time.

I have not worked in the security part of Calabrio ONE, but according to the documents, the AI governance framework emphasizes customer data ownership, security, and regulatory compliance, which seems appropriate.

At that point in time, AI was not as common as it is now, so I would not say I have used its capabilities apart from the NLP and sentiment analysis, but AI is used for interaction scoring in quality monitoring.

I would rate this review a 6.

My main use case for Calabrio ONE includes scheduling, real-time management, and queue analytics.

I used to plot schedules for the agents in Calabrio ONE, and I check the performance, how the volume is coming in, what the AHT is, and what the schedule adherence for the advisors is.

The best part about my main use case is that Calabrio ONE offered a leave balance update, and with PTO quotas available there, I just used to update the PTO quotas, and it showed what the leave balance is per agent.

Calabrio ONE impacted my organization positively by making it really easy to keep track of each and everything, such as PTO quotas, AHT, volume, adherence, and agent performances, so it was just really easy to capture all the details and see what the trends are, how the data is behaving, and it helped the organization gain a gold standard in our yearly reviews.

Everything that Calabrio ONE provided helped us with the performances of the agents and the business or the line of business which we supported, and the visibility to each and everyone, from the agent level to the senior stakeholders, made it really easy to check the performances or analyze the data, which was very helpful.

In my opinion, the best features that Calabrio ONE offers include an easy-to-use interface that is really helpful and handy, and PTO quotas was the biggest challenge I have ever worked on in my previous organizations, along with the schedule visibility and how the reports are downloaded from Calabrio ONE, making the reporting part and PTO quotas the main focus.

The accuracy and reliability of output from Calabrio ONE were absolutely trustworthy.

The AI capabilities of Calabrio ONE were really helpful, and the governance part was also brilliantly taken care of, so I did not need to think twice before sharing the data or giving access to the staff; it was top-notch, and I was really happy.

The pain point I experienced with Calabrio ONE was with the PTO quotas, as I did not have the option to import the Excel files, meaning if I had 100 agents or 150 agents, I had to manually update the PTO quotas in the system, and if there would have been an option to import the PTO quota files in the same format, that would have been easy.

I have been using Calabrio ONE for three years.

In my experience, Calabrio ONE is stable, and we never faced downtime; none at all.

Calabrio ONE's scalability is good, and it handles growth and changes well, as we switched from voice to chat lines of business and had blended agents taking care of both; it managed everything pretty well.

One instance when I reached out to the customer service team regarding an Excel sheet inquiry, they responded promptly and informed me about the limitations and why we cannot do it.

I previously used NICE IEX, Verint Monet, Verint WFE, and Aspect EWFM, but the best part of using Calabrio ONE was the ease of access, the hands-on experience, and the interface. Everything was really good, but due to some organizational changes or agreement parts, we switched to another solution; I am not in a position to tell you exactly what happened on the senior stakeholder management decision level, but I believe that was the reason we switched to some other WFM tool.

It was above my pay grade to evaluate options before choosing Calabrio ONE because I was a senior analyst back then, and all these decisions were taken care of by the senior stakeholders.

I do not think of anything else because throughout my journey, I have used various WFM tools, and Calabrio ONE is my top choice.

I used to download the schedules from Calabrio ONE and send them to the operations team to see what the schedules are and if there are any amendments or changes to please let us know before the deadline, which helped us download the schedules in just one click and in proper formatting; after downloading the report, I did not need to make any changes or manipulations to the data, simply downloading the report schedules and sending it to operations.

I would like to add again about the PTO quotas because it has been the biggest challenge throughout my journey with different WFM softwares, and Calabrio ONE helped us download the report and share it with the operations team, or they can simply log into their agent portal to see what the leave balances are and apply leaves based on that.

Calabrio ONE is very handy, useful, and has a clear and crisp interface, and I would suggest everyone use Calabrio Teleopti and Calabrio ONE if they want to have better visibility, better performance, and an easy-to-navigate interface.

I think if the information about the licensing price is available, it will help me understand the risk or rewards of using Calabrio ONE; that would be a great benefit.

I give this review a rating of 8.

My main use case for Calabrio ONE is recording. I have been using Calabrio ONE for more than five years, in UKs one of the biggest beverage company and some other companies are my clients who have deployed recording as a solution.

Calabrio ONE records the call on the system and then uploads it to the server, so you do not lose it even if there is a disconnection or the internet is unavailable for some time. The dependability of Calabrio ONE has helped me and my clients, as I remember the sites were located in different locations, including Cardiff and Burton, and there were many times when there was a disconnection of LAN, which could have resulted in recording loss.

The reliability of Calabrio ONE for recording has positively impacted our organization, as we are using it for multiple partners. Calabrio ONE's analytics played a vital role, as we used to retrieve the main reports and optimize the teams and workflows accordingly.

I am not aware if it has already been done, but a well-integrated application for Calabrio ONE that would not require us to change the licenses every time we need to change or add a user would be a better way to add new users and move existing users to other buckets. I feel it is not a 10 because the UI interface is not that impressive yet.

It would be better if there were a handbook that lets us know what makes Calabrio ONE stand out among the two or three major players in this field, such as NICE and Verint. Customer support for Calabrio ONE was not that great, but it is acceptable. I would love to see Calabrio ONE's offices in Pune, India.

I have been using Calabrio ONE for about five years.

Calabrio ONE was stable at the time.

Its scalability is relatively doing well.

Customer support for Calabrio ONE was not that great, but it is acceptable.

We used another recording solution years back before we got Calabrio ONE as a part of a Cisco Calabrio deal.

I would advise others looking into using Calabrio ONE to try it and deploy it, as it does not cost a lot to have a lab set up initially compared to the peers.

For Calabrio ONE, I believe we are...

I have not seen specific outcomes or metrics from the organization because of the policies, but it is a fact that five years back, it helped specifically , one of my clients in beverage company.

I played just the technical part regarding pricing and setup costs, as I was not involved in looking into pricing, but I was involved in renewing the license.

We evaluated NICE and Verint before choosing Calabrio ONE.

You could be a little slow and not slow to get the tempo of results and answers from the other person, as this will provide an additional better curve for a better learning curve you can go through. My overall review rating for this product is 8.

My work on Calabrio ONE involves adding and updating schedules, as well as onboarding and offboarding agents.

When I need to onboard or add new agents to Calabrio ONE, I log into my Calabrio account and add the users in Calabrio ONE's remote desktop version. After adding users, I check their schedules and update them if necessary.

I use scheduling the most in Calabrio ONE.

Calabrio ONE is a great tool to use with multiple features that allow me to add schedules very easily and onboard users in bulk. The main feature I really appreciate about Calabrio ONE is the ability to perform bulk operations rather than single operations. For example, if I need to onboard 100 agents, I can onboard all 100 agents at once rather than adding them one by one.

Calabrio ONE positively impacts my organization and makes things better. It is very easy to use, and anyone can operate it because it is very simple.

There are improvements needed regarding Calabrio ONE that could be better.

I have been using Calabrio ONE since 2023, and it is a great tool.

5

My task has been to target the users in a very simple way using Calabrio ONE. It is just a simple tool that I can use, and it is much easier to improve my life skills as well.

I do not use Calabrio ONE's AI capabilities concerning governance and security. I do not use Calabrio ONE's AI capabilities regarding its accuracy and reliability of output.

I would rate this product a 10 out of 10.