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PeerSpot user
Telephony & Platform Analyst at a tech services company with 1,001-5,000 employees
Consultant
The UI is one of the most valuable features. I would like to see improvement in planning for multi-skilling.

What is most valuable?

The UI is slick.

The agent dashboard is good for agents.

How has it helped my organization?

Agents are able to see their own schedules.

What needs improvement?

  • Planning for multi-skilling

For how long have I used the solution?

I have used it for two years.

Buyer's Guide
Workforce Engagement Management
October 2024
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814,763 professionals have used our research since 2012.

What was my experience with deployment of the solution?

We have not encountered any deployment issues.

What do I think about the stability of the solution?

Initially, we encountered a little stability issue.

What do I think about the scalability of the solution?

We have not encountered any scalability issues.

How are customer service and support?

Customer Service:

Customer service is OK.

Technical Support:

Technical support is OK.

Which solution did I use previously and why did I switch?

I do not know if we previously used a different solution.

How was the initial setup?

I do not know if initial setup was straightforward or complex.

What about the implementation team?

I do not know if a vendor team or an in-house one implemented it.

What was our ROI?

I do not know about ROI.

Which other solutions did I evaluate?

Before choosing this product, I do not know if we evaluated other options.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
PeerSpot user
Quality Assurance Team Lead at a comms service provider with 1,001-5,000 employees
Vendor
I have found the video capture to be the most valuable feature. I would like not to need to reboot every day when recordings are an issue.

What is most valuable?

I have found the video capture to be the most valuable feature.

How has it helped my organization?

The video capture is a great learning tool for agents when being coached.

What needs improvement?

Not needing to reboot every day when recordings are an issue.

For how long have I used the solution?

4 months.

What was my experience with deployment of the solution?

Large company, so the transition is taking some time.

What do I think about the scalability of the solution?

With being so large it's taking some time to get everyone onboard.

How is customer service and technical support?

We just received an in house tech, so only time will tell.

How was the initial setup?

Straightforward.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
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.
PeerSpot user
Operations Quality Analyst - Calabrio Administrator at a university with 1,001-5,000 employees
Vendor
Quality Management is valuable.

What is most valuable?

Quality Management

How has it helped my organization?

The ability to customize evaluation forms to organizational needs has been tremendous. 

What needs improvement?

The only area of improvement, in my opinion, would be faster loading times and faster search results. 

For how long have I used the solution?

Almost 4 years. 

What was my experience with deployment of the solution?

None.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user326337 - PeerSpot reviewer
it_user326337Customer Success Manager at PeerSpot
Consultant

How would faster loading time and/or faster search results help your workflow?

PeerSpot user
Server System Administrator at a tech services company
Consultant
Has streamlined how we access and review recordings.

What is most valuable?

Screen recording and scheduling.

How has it helped my organization?

It has streamlined how we access and review recordings as well as assisted in making our evaluation process much easier.

What needs improvement?

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.

For how long have I used the solution?

QM for 15 months and WFM for 12 months.

What was my experience with deployment of the solution?

Deployment was fairly smooth overall, most issues were attributed to larger issues with the new phone system that was going live the same weekend.

What do I think about the stability of the solution?

Once or twice there have been issues with access or recordings, support always stepped up to assist as needed.

What do I think about the scalability of the solution?

The initial build out was aiming low, so we had to add additional recording servers. It went very well.

How are customer service and technical support?

Customer Service:

10/10

Technical Support:

8/10 - some tech support agents are better than others.

Which solution did I use previously and why did I switch?

Old solution was much more manual and more prone to failure.

How was the initial setup?

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.

What about the implementation team?

Vendor team - 6/10

Calabrio deployment team - 10/10

What other advice do I have?

Get in it and work with it.... it can and will be your best friend!

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user326337 - PeerSpot reviewer
it_user326337Customer Success Manager at PeerSpot
Consultant

Do you have any advice for other users for how to maximize the help of the support services?

PeerSpot user
Lead Resource Analyst at a tech services company with 1,001-5,000 employees
Consultant
The self serve and workflow features have been of great value to us.

What is most valuable?

The self serve and workflow features have been of great value to us.

How has it helped my organization?

It has enabled us to improve the process for requesting, approving and booking offline activity.

What needs improvement?

15 minute intervals across the solution would be of great value.

For how long have I used the solution?

Personally, around 10 months.

What was my experience with deployment of the solution?

I wasn't involved in the deployment of the solution. However, ongoing configuration is smooth with great support from Calabrio.

What do I think about the scalability of the solution?

We have worked with Calabria to help us get the most from the product in terms of multi skilling.

How are customer service and technical support?

Customer Service:

The customer service has been excellent.

Technical Support:

We have received excellent remote and on site support.

Which solution did I use previously and why did I switch?

The solution was already in place when I joined our company.

How was the initial setup?

From discussions with colleagues the initial setup was straightforward in that appropriate training was received and the system is laid out very logically.

What about the implementation team?

All suppliers we dealt with, and calabrio themselves were excellent.

What's my experience with pricing, setup cost, and licensing?

Project your costs forward.

Which other solutions did I evaluate?

A number of products were evaluated and Calabrio was the best fit.

What other advice do I have?

We look forward to future upgrades and getting even more from the system.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user326337 - PeerSpot reviewer
it_user326337Customer Success Manager at PeerSpot
Consultant

How would 15 minute intervals change your experience?

PeerSpot user
Contact Center Specialist at a financial services firm with 501-1,000 employees
Vendor
The dual-channel text to speech feature is valuable. We have encountered plenty​ of deployment issues.​

What is most valuable?

  • Analytics
  • Text to speech
  • Dual-channel text to speech

How has it helped my organization?

We are able to address compliance issues more quickly.

What needs improvement?

  • 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.

For how long have I used the solution?

I have been using it for four months. I use the latest cloud version.

What was my experience with deployment of the solution?

We have encountered plenty of deployment issues.

What do I think about the stability of the solution?

We have encountered a few 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 8 out of 10.

Technical Support:

Technical support is 7 out of 10.

Which solution did I use previously and why did I switch?

We previously used Avaya. We switched because we needed something different and more modern for new business.

What was our ROI?

ROI is unknown.

Which other solutions did I evaluate?

Before choosing this product, we also evaluated Avaya.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user625821 - PeerSpot reviewer
it_user625821Contact Center Specialist at a financial services firm with 501-1,000 employees
Vendor

Just small things like being unable to see results when using custom date range on the dashboard, the configure fields option was not removing columns when unchecked, had issues deleting contacts. Not sure if it could have been avoided.

PeerSpot user
Resource Analyst at a tech services company with 1,001-5,000 employees
Consultant
Room for improvement includes: Scheduling, Exception management, Multi Skilling and Holiday allocation profiles.

What is most valuable?

Real Time Monitoring.

How has it helped my organization?

Easier for RT and TM's to view current adherence.

What needs improvement?

  • Scheduling
  • Exception management
  • Multi Skilling
  • Holiday allocation profiles

For how long have I used the solution?

1-2 years

What was my experience with deployment of the solution?

Data migration support would have been helpful. Skill groups/mapping was very difficult to understand.

What do I think about the stability of the solution?

Would not run on Internet Explorer - Chrome required.

What do I think about the scalability of the solution?

No issues.

How are customer service and technical support?

Limited.

Which solution did I use previously and why did I switch?

Yes, we used Aspect. Outdated and upgraded phone system - Calabrio was a part of that upgrade.

How was the initial setup?

I was not part of the initial set up.

What about the implementation team?

Vendor - expertise was high.

Which other solutions did I evaluate?

No, this was the only option we were given.

What other advice do I have?

Please work more with European/UK market to understand requirements.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
PeerSpot user
Manager, Support Operations at a computer software company with 1,001-5,000 employees
Vendor
The dynamic scheduling functionality allows the agents to be more empowered. The day to day scheduling functions take too many steps.

Valuable Features

Calabrio is open to feedback and so far has reacted quickly with changes.

Improvements to My Organization

The dynamic scheduling functionality allows the agents to be more empowered which was not an option on our previous tool.

Room for Improvement

I think Calabrio has a lot of potential but the day to day scheduling functions take too many steps. I'd like for their product developers & decision makers to work in our call center for a week using the tool. I think it would give them a great perspective of where to go forward. The dashboard has potential but it's hard for management to use it as is. I've heard some user interface changes are in process so I hope to see improvement in the next big release.

Use of Solution

One year.

Deployment Issues

Yes, but Calabrio has been responsive to challenges.

Customer Service and Technical Support

They have been very knowledgeable and responsive.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Download our free Workforce Engagement Management Report and find out what your peers are saying about Calabrio, Verint, NICE, and more!
Updated: October 2024
Buyer's Guide
Download our free Workforce Engagement Management Report and find out what your peers are saying about Calabrio, Verint, NICE, and more!