Calabrio ONE Reviews

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 The solution we were using was outdated and we were not pleased with the customer service.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.

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.

• The real-time screen 
• Call monitoring

Leadership is able to help new agents learn in real-time versus going back and reviewing.

Some of the Cisco features have not fully-migrated to the Avaya platform.

Two years.

Yes. We have several applications that use AES. We had to get Avaya to write a custom patch for AES to share resources.

None.

None.

Customer Service:

A nine out of 10.

Technical Support:

An eight out of 10.

Yes. The cost to upgrade was three times as much as this product.

It was straightforward on the install.

It was a combination between our in-house team and the vendor. The vendor was new to this product, but picked it up quickly.

Waiting on that figure at the end of this year.

Make sure to plan on expansion.

Yes, but would rather not say.

• 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 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.

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.

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!

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.