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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.
Not provided by vendor
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 customization and granularity the UIP product provides has been amazing in scaling our outbound campaigns. It's not as easy to learn, but it's a powerful tool.
When it hungs and fails to end calls. When it fails to connect the sip phone.
High availability works great and has been very solid; Aspect support has been very helpful with any issues.
Upgrade cycle is too aggressive for large companies that have heavy integration and limited IT resources.
The routing and skilling capabilities of the system are excellent. The RTR and RTA dashboards are good as well.
Call distribution becomes hectic when IPINQ is intermittent. Calls traffic may easily be distorted hence poor service levels.
Dashboard - very effective. Great solution that helps us meet the needs of our clients.
The customer chat experience is terrible. The email routing can be cumbersome and expensive requiring 3 email inboxes per service.
Prioritize real-user-identified key features according to your needs to find your best fit.
Calabrio ONE
Top FeaturesAspect Unified IP
Calabrio ONE
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Aspect Unified IP
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