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.
Workforce Management Coordinator at a wireless company with 1,001-5,000 employees
In WFM, the coverage tray allows us to see our staffing deficits, shrinkage, and the reforecasting of our calls.
What is most valuable?
How has it helped my organization?
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.
What needs improvement?
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.
For how long have I used the solution?
We used this program for about three years.
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What was my experience with deployment of the solution?
No issues with deployment.
What do I think about the stability of the solution?
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.
What do I think about the scalability of the solution?
As of right now, we have not encountered any scalability issues.
How are customer service and support?
Customer Service:
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:Technical support is 9/10.
Which solution did I use previously and why did I switch?
We previously used Verint. When the system crashed, Verint took almost three weeks to answer a ticket; poor customer service.
How was the initial setup?
Initial setup was not complex at all.
What about the implementation team?
A vendor team implemented it.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Telecommunications Engineer at a university with 1,001-5,000 employees
Their support engineers are very knowledgeable and issues are resolved very quickly
What is most valuable?
- Call recording
- Evaluation forms
- Live call monitoring
How has it helped my organization?
Tracking quality of conversations between agents and customers ensures service always reflects the organization's mission.
What needs improvement?
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 how long have I used the solution?
For three years.
What was my experience with deployment of the solution?
None.
What do I think about the stability of the solution?
The application has been stable, although we have not been without issues. Ongoing stability issues, however, is not something that we have encountered.
What do I think about the scalability of the solution?
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.
How are customer service and technical support?
Customer Service:
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.
Technical Support:It is very good. Their support engineers are always very knowledgeable and issues are resolved very quickly.
Which solution did I use previously and why did I switch?
We used NICE previously. The organization opted to make the change due to the high cost of NICE and ongoing stability problems.
How was the initial setup?
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.
What about the implementation team?
In-house.
Which other solutions did I evaluate?
Yes, NICE.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Workforce Engagement Management
October 2024
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814,763 professionals have used our research since 2012.
Quality Assurance and Training Coordinator at a insurance company with 1,001-5,000 employees
Analysts are able to collect data from Speech Analytics to find trends and areas of focus.
What is most valuable?
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.
How has it helped my organization?
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.
What needs improvement?
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.
For how long have I used the solution?
The company has used this solution for two years now.
What was my experience with deployment of the solution?
To my knowledge, we have not encountered any deployment issues.
What do I think about the stability of the solution?
We have only rarely encountered stability issues; no frequent issues.
What do I think about the scalability of the solution?
We have not encountered any scalability issues.
How are customer service and technical support?
Customer Service:
Customer service is 9 (1-10 pt scale).
Technical Support:Technical support is 7 (1-10 pt scale).
Which solution did I use previously and why did I switch?
I don't believe we previously used a different solution.
How was the initial setup?
I was not present during the initial set-up.
What about the implementation team?
I believe implementation was through a vendor team. Unfortunately, I was not with the company at this time.
What was our ROI?
I'm unsure about ROI.
What's my experience with pricing, setup cost, and licensing?
Be sure to figure out what package best suits your needs.
Which other solutions did I evaluate?
I am sure other options were explored.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Adjunct Instructor, General Education at a university with 51-200 employees
The speed up, slow down feature is valuable. Advanced searches help find specific calls.
What is most valuable?
The speed up, slow down feature has helped increase productivity. The advanced searches help in finding specific calls quicker and with more ease.
How has it helped my organization?
The reporting features have helped us identify trends to improve customer service.
What needs improvement?
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.
For how long have I used the solution?
I have used it for 2 years.
What was my experience with deployment of the solution?
We have encountered minor deployment issues, but customer service was quick to correct the issues and has been great to work with.
What do I think about the stability of the solution?
We have not encountered any stability issues.
What do I think about the scalability of the solution?
We have not encountered any scalability issues.
How are customer service and technical support?
Customer Service:
Customer service is 10/10.
Technical Support:Technical support is 10/10.
Which solution did I use previously and why did I switch?
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.
How was the initial setup?
Initial setup was straightforward and the support for the switch in product was streamlined.
Which other solutions did I evaluate?
I was told from our management team that they did explore other options.
What other advice do I have?
Calabrio ONE is a great product, is user friendly, and has great customer service.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Contact Center Training and QA Supervisor at a financial services firm with 1,001-5,000 employees
We reach out to Calabrio with questions and suggestions.
Valuable Features
The most valuable feature is the ability to reach out to Calabrio with questions and suggestions.
Room for Improvement
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.
Use of Solution
I have used it for four years.
Deployment Issues
We encounter deployment issues, but our IT team works with Calabrio to minimize them.
Stability Issues
Our IT team works with Calabrio on stability issues.
Customer Service and Technical Support
Customer Service:
Customer service is very good; at conferences, they are very receptive.
Technical Support:Technical support is good; we go through our IT team, so they would be a better judge.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Workforce Management Specialist at a retailer with 10,001+ employees
The schedule tool is the most valuable feature. However, there is no easy way to filter or delete old requests.
What is most valuable?
The most valuable feature that I have been able to use in the Workforce Management (WFM) software is the scheduling tool.
How has it helped my organization?
We used Excel prior to having Calabrio. This tool has made our lives so much easier.
What needs improvement?
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.
For how long have I used the solution?
Just over a year.
What was my experience with deployment of the solution?
We had a few snags here and there when we deployed Calabrio. However, it was little things that we learned as we went on.
What do I think about the stability of the solution?
No.
What do I think about the scalability of the solution?
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.
How are customer service and technical support?
Customer Service:
A nine out of 10.
Technical Support:An eight out of 10.
Which solution did I use previously and why did I switch?
No.
How was the initial setup?
A little complex. As a team we felt that our initial training was not the best.
What about the implementation team?
In-house.
What was our ROI?
Not applicable.
What's my experience with pricing, setup cost, and licensing?
Not applicable.
Which other solutions did I evaluate?
Not applicable.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Department Scheduler at a retailer with 10,001+ employees
I like Dynamic Availability, Dynamic Scheduling, Copy Schedule activities. Need a column for hours scheduled on main page.
What is most valuable?
Dynamic Availability, Dynamic Scheduling, Copy Schedule activities.
How has it helped my organization?
Our agents have the functionality for partial coverage, this allows them to customize their schedule and still meet our SLA's.
What needs improvement?
Need a column for hours scheduled on main page.
For how long have I used the solution?
1 year
What was my experience with deployment of the solution?
None, they walked us through every step.
What do I think about the stability of the solution?
None.
What do I think about the scalability of the solution?
None.
How are customer service and technical support?
Awesome. Their team was always available to us.
Which solution did I use previously and why did I switch?
The old solution did not allow the same level of flexibility for our agents.
Which other solutions did I evaluate?
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Workforce Management Lead Analyst at a retailer with 10,001+ employees
We value the flexibility of scheduling through dynamic availability, work shifts, and dynamic scheduling.
Valuable Features:
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.
Improvements to My Organization:
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.
Room for Improvement:
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.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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I agree with your "Room for Improvement" comments. We share the same issues. We are due to upgrade to v.10 this year and believe that will take care of many of the items on our list of improvements needed.