TCN vs Calabrio ONE: Which is a better fit?

chris c

VP Operations

The dialing solutions are great, these guys will find work around's and really help brainstorm dialing issues you may be having as well as bring new ideas to help your business succeed.

Customer Service is terrible. I have had multiple breakdowns and glitches.

I seem to be a good System and I like a lot of the features like the Paused button where I can pause when I am on a call or break, lunch, meeting or training.

I cant think of anything that i dislike about this product.

I like how easy TCN is to use, both for administration and for agents who are dialing. They have great customer support.

Access to recorded calls should be longer. Its inconvenient having to pull the calls each day and store them somewhere else.

Their customer service is the best in the industry. If I have any issues, their staff is on top of the situation.

Calls coming through to patients as SPAM call.

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.