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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.
Freshdesk Contact Center can help manage and streamline phone conversations in retail/ e-commerce, leisure & hospitality, transportation & logistics, software, NGOs/NFPs, and BFSI industries.
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.
I really like this app because it can evaluate agent's performance and analyse the call volume weekly and monthly. Furthermore, the sound quality is good when contacting with customers.
The response time of ticket is really bad and the most terrible is that the responses are only "we take care of the problem and someone will help you" which does not happen.
Easy to use and the dashboard gives overall status of all the calls and queries. Using local phone numbers for the calling is one of the superb features.
A few of our callers on the last call had some trouble joining the call, but it seems like it was more of a user error than a system error.
Nice features like automations. Easy to use in the set-up.
Call flows are not very customizable. You are forced to follow the typical "call center" schema and the pre-recorded messages are terribly narrated.
Setup is easy and works with little effort. Support is absolutely fantastic.
When you do have a technical issue or complete service outage it takes DAYS to get a response or any real action toward fixing your problem.
Prioritize real-user-identified key features according to your needs to find your best fit.
Calabrio ONE
Top FeaturesFreshcaller
Calabrio ONE
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Freshcaller
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