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Built to take full advantage of agile cloud-based platforms, Calabrio ONE is easy to use and provides the insights you need to improve customer and agent experience in your contact center.
Contact centers with 200+ agents that want to easily manage their workforce across locations, channels and skills.
The user interface is easy and intuitive to navigate, the online help files are clear and robust, and Calabrio's customer support has been wonderful.
Shift swaps have been confusing and difficult to use.
The implementation and roll out of Calabrio was very successful. We had to train roughly 3,000 employees on the use of Calabrio and that was done with ease, thanks to the Calabrio's intuitiveness.
What is a little frustrating for our business users is the reporting package for querying data out longer than 6 months.
So far product management seems in touch with the areas of opportunity. Dashboard functionality is a great option for agents and managers to set up widgets that are important to them.
If the internet connection is slow the app will give you an error.
I love the efficiency and the help we get from Calabrio. I love being able to monitor my agents and the knowledge i have gained form the system, but there is always room for improvements.
Hard to open in the app, not so specific instructions.
The ability to schedule and forecast real time great for our environment. Would like to see better forecasting model for omni-channel.
It is always loading or lagging and, combined with all of the drop downs and tabs, makes for a very frustrating experience even when trying to accomplish a simple task.
The agent dashboard is great. Agent experience is very nice, they enjoy the ability to see their schedules and flexibility to change their breaks.
Can be difficult to admin. Establishing new FG's and SG's or group allowances can be very confusing and is an overly complicated multi step process.
Easy use and the good performance, I'm happy to use the solution. Try this solution is make me feels more easy to staff our agents with a complex customers forcasts.
Sometimes my leave days are cancelled because system allows many people to overbook leave on same day.
Ability to schedule reports and download them later is a great feature. Ability to normalize for holidays is great.
The aplication sometimes has slow performance also this aplication has a problem, Automatic log outs.
Bernard: Hi, I'm Bernard contact center as a service consultant. And I rate the Alvaria Workforce Management a four out of five. For more information about Alvaria and its solutions click below. Before using Alvaria, a solution involving a customized homegrown solution with Microsoft dynamics was being used without the power of a true workforce engagement management solution. And so Alvaria was by far more appealing for a larger enterprise in general. Alvaria is the most logical solution for an aspect, a branded contact center, which is where this essentially originated from many years ago. It's very tightly integrated into the workflows. And as a result, you can create the workforce engagement models for voice and for email and for chats and other forms of communications in a contact center. And it works extremely well. Alvaria's solutions are really designed to be used by professionals with experience in the workforce engagement environment. And so if you are a professional, who's worked in the workforce management field and know the lingo and the overall metrics. It's very easy to get started. I would say that this is a solution that's really more geared to the more sophisticated, larger enterprises and for a mid-size type business it may not be the best solution for you. And there's some other alternatives that may be suited to a business that wants very basic requirements. For those evaluating a workforce engagement solution or workforce management solution. I would suggest that you work with a workforce management consultant who can assist you in setting up the overall workflow, logic and business goals for the actual configuration. For most mid-sized companies, you might want to look for solutions from NICE and from Verint and a few others, or Calabrio that are more geared to the more cost effective cloud-based mid-market solutions. However, the Alvaria solution definitely is one of the leaders and will meet your requirements, especially for the larger enterprises.
Prioritize real-user-identified key features according to your needs to find your best fit.
Calabrio ONE
Aspect Workforce
Top FeaturesCalabrio ONE
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Aspect Workforce
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