Calabrio ONE Reviews

It provides excellent call recording functionality.

Multi-skill scheduling and forecast is not available.

12 months

No.

Sometimes need to restart the server for slow performance.

No.

10/10

7/10

Aspect. System recommended by Cisco, our telephony provider.

Simple.

Vendor team.

The most valuable feature is the ability to reach out to Calabrio with questions and suggestions.

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.

I have used it for four years.

We encounter deployment issues, but our IT team works with Calabrio to minimize them.

Our IT team works with Calabrio on stability issues.

Customer service is very good; at conferences, they are very receptive.

Technical support is good; we go through our IT team, so they would be a better judge.

Dynamic Availability, Dynamic Scheduling, Copy Schedule activities.

Our agents have the functionality for partial coverage, this allows them to customize their schedule and still meet our SLA's.

Need a column for hours scheduled on main page.

1 year

None, they walked us through every step.

None.

None.

Awesome.  Their team was always available to us.

The old solution did not allow the same level of flexibility for our agents.

Verint, NICE, Genesys.

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.

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.

Try and correct bugs prior to release.

We just purchased the entire one suite.

We have run into a few bugs that the developers are aware of and are making the necessary fixes.

None.

10 out of 10 - fabulous.

10 out of 10 - Great!

Straightforward, as I have used others in past careers.

In-house/Unity - no issues.

Best suite for the buck, does the same as others and more for less money.

We looked at Genisys, Avaya, Interactive Iteligence, IEX.

Great software!

Currently the feature we are loving is screen recording.

We would like to see the backend SQL server improved for High Availability.

2 years.

No issues with deployment. Very smooth installation.

No issues with stability.

None at all.

10/10

9/10

Before Calabrio we used in-house Cisco recording. Very limited.

Straightforward - initial import of all agents was very smooth.

Vendor was brought it initially to buy from. Implementation was done by Calabrio. VERY knowledgeable.

We don't offer specifics, however we do inform them that the price of licensing is very reasonable.

Yes, we evaluated NICE systems.

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.

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.

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.

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.

There is a need for a lunch and break auto optimization.

This is my eighth month using Calabrio.

9/10. Calabrio is really responsive to requests for information.

I have used Aspect for most of my career. I note use Calabrio an it is ATL311's QA and WFM solution.

• 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.