Manager, Data Center Services at a healthcare company with 1,001-5,000 employees
We're able to monitor and review agent's calls to improve call experience.
What is most valuable?
How has it helped my organization?
We are now able to monitor and review agent's calls to improve call experience.
What needs improvement?
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.
For how long have I used the solution?
1+ year
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Workforce Engagement Management
October 2024
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What do I think about the stability of the solution?
We have not experience any issues to date.
What do I think about the scalability of the solution?
Not yet.
How are customer service and support?
Customer Service:
Great.
Technical Support:Great.
Which solution did I use previously and why did I switch?
None.
How was the initial setup?
Straightforward, our implementation engineer was great.
What about the implementation team?
Vendor team - 9 out of 10.
What's my experience with pricing, setup cost, and licensing?
I would encourage people to get analytics from the start.
Which other solutions did I evaluate?
Went with a recommendation from our 3rd party partner.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Performance Management Specialist at a government with 5,001-10,000 employees
I like real-time quality score notification.
What is most valuable?
Real-time quality score notification.
What needs improvement?
Notifications for schedule changes and vacation approval.
For how long have I used the solution?
2 years
What was my experience with deployment of the solution?
No issues.
What do I think about the stability of the solution?
No problems.
What do I think about the scalability of the solution?
No problems.
How are customer service and technical support?
Customer Service:
10/10
Technical Support:10/10
Which solution did I use previously and why did I switch?
No, this was a new call center.
How was the initial setup?
Straightforward.
What about the implementation team?
In-house.
Which other solutions did I evaluate?
Not sure, I was not a part of the decision making process.
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
Find out what your peers are saying about Calabrio, Verint, NICE and others in Workforce Engagement Management. Updated: October 2024.
814,763 professionals have used our research since 2012.
Planning and Performance Manager at a tech services company with 1,001-5,000 employees
Provides excellent call recording functionality. Multi-skill scheduling and forecast is not available.
How has it helped my organization?
It provides excellent call recording functionality.
What needs improvement?
Multi-skill scheduling and forecast is not available.
For how long have I used the solution?
12 months
What was my experience with deployment of the solution?
No.
What do I think about the stability of the solution?
Sometimes need to restart the server for slow performance.
What do I think about the scalability of the solution?
No.
How are customer service and technical support?
Customer Service:
10/10
Technical Support:7/10
Which solution did I use previously and why did I switch?
How was the initial setup?
Simple.
What about the implementation team?
Vendor team.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Business Owner at a security firm with 51-200 employees
The feature which is the most valuable at this time is the support.
Valuable Features
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.
Improvements to My Organization
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.
Room for Improvement
Try and correct bugs prior to release.
Use of Solution
We just purchased the entire one suite.
Deployment Issues
We have run into a few bugs that the developers are aware of and are making the necessary fixes.
Scalability Issues
None.
Customer Service and Technical Support
Customer Service:
10 out of 10 - fabulous.
Technical Support:10 out of 10 - Great!
Initial Setup
Straightforward, as I have used others in past careers.
Implementation Team
In-house/Unity - no issues.
Pricing, Setup Cost and Licensing
Best suite for the buck, does the same as others and more for less money.
Other Solutions Considered
We looked at Genisys, Avaya, Interactive Iteligence, IEX.
Other Advice
Great software!
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Supervisor of Workforce Management at a government with 5,001-10,000 employees
The forecasting model is valuable.
What is most valuable?
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.
What needs improvement?
There is a need for a lunch and break auto optimization.
For how long have I used the solution?
This is my eighth month using Calabrio.
How are customer service and technical support?
9/10. Calabrio is really responsive to requests for information.
Which solution did I use previously and why did I switch?
I have used Aspect for most of my career. I note use Calabrio an it is ATL311's QA and WFM solution.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Infrastructure Architect at a healthcare company with 1,001-5,000 employees
Deployment was smooth. It provides us with a better understanding of our target audience.
How has it helped my organization?
Allows us to better understand of our target audience. Provide better service.
What needs improvement?
It would be nice if this product supported operating systems other than Windows. Some work is needed on better support of multiple browsers.
For how long have I used the solution?
2 years
What was my experience with deployment of the solution?
Deployment was very smooth.
What do I think about the stability of the solution?
No.
What do I think about the scalability of the solution?
No.
How are customer service and technical support?
Customer Service:
Excellent.
Technical Support:Excellent.
Which solution did I use previously and why did I switch?
I did not previously use other products.
How was the initial setup?
Straightforward after understanding the basic product.
What about the implementation team?
Vendor team, along with in house experts.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Systems Engineer at a healthcare company with 1,001-5,000 employees
Most valuable feature for us is screen recording.
What is most valuable?
Currently the feature we are loving is screen recording.
What needs improvement?
We would like to see the backend SQL server improved for High Availability.
For how long have I used the solution?
2 years.
What was my experience with deployment of the solution?
No issues with deployment. Very smooth installation.
What do I think about the stability of the solution?
No issues with stability.
What do I think about the scalability of the solution?
None at all.
How are customer service and technical support?
Customer Service:
10/10
Technical Support:9/10
Which solution did I use previously and why did I switch?
Before Calabrio we used in-house Cisco recording. Very limited.
How was the initial setup?
Straightforward - initial import of all agents was very smooth.
What about the implementation team?
Vendor was brought it initially to buy from. Implementation was done by Calabrio. VERY knowledgeable.
What's my experience with pricing, setup cost, and licensing?
We don't offer specifics, however we do inform them that the price of licensing is very reasonable.
Which other solutions did I evaluate?
Yes, we evaluated NICE systems.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Resource analyst at a tech services company with 1,001-5,000 employees
Makes agent schedules more accessible and easy to use.
What is most valuable?
Assigning exceptions so that I can assign to multiple people across more than one day.
How has it helped my organization?
Makes agent schedules more accessible and easy to use.
What needs improvement?
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.
For how long have I used the solution?
I have used this contact center optimization solution for nearly 2 years.
What was my experience with deployment of the solution?
No.
What do I think about the stability of the solution?
It has crashed a couple of times but may be a server issue.
What do I think about the scalability of the solution?
No.
Which solution did I use previously and why did I switch?
Change of tactics.
How was the initial setup?
Yes, but I wasn't initially involved.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Updated: October 2024
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They were familiar with our requests as previous customers had requests like ours. Most requests nowadays are standard across the board, so there was nothing really new.