Who Uses This Software?

Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers.


Average Ratings

48 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    24/7 (Live Rep)

Vendor Details

  • Calabrio
  • www.calabrio.com
  • Founded 2007
  • United States

About Calabrio One Suite

Calabrio ONE is a unified workforce optimization (WFO) software suite including call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics that transforms the contact center into a customer engagement center and a valuable source of customer insight. Easy to Use, Quick to Install, Simple to Support.


Calabrio One Suite Features

  • Blended Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • IVR / Voice Recognition
  • Knowledge Base
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Premise-Based Call Center
  • Progressive Dialer
  • Quality Management
  • Queue Manager
  • Virtual Call Center

Calabrio One Suite Reviews Recently Reviewed!

If there are 10 stars, I would definitively give 10.

Oct 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We are in process of implementing WFM currently. Ease of use is amazing. Calabrio support team is always engaged and willing to help. I worked with cust support representative specifically, who was always available for a walk through. He pointed at so many things that can better our company.
We are looking into multi contact center implementation. And more I learn more I'm excited to share with others and make job easier.

Cons: There are some settings for 9.5 version that are Global and affect everyone at once (example Shrinkage %), if you have multiple call centers under Calabrio One configuration.
Also, it would be nice if 9.5 version has similar benefits and shortcuts as 10.

I provide IT support for our Call Center.

Oct 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: What I like the most about this software is the way that they took four difficult to use, and learn applications like Avaya Quality management, Contact store, and the forecasting and scheduling app as well as Verint WFO, and put it all into one much easier to use, maintain and support Web based application.

Cons: I was not satisfied with the way our Post Call Survey component was pulled into CalabrioOne QM for us. It wasn't all the fault of Calabrio though. We had the install pushed into a 1 month window of time to make happen. We also didn't get our scope of work properly worked out to include what our call center management needed out of this, so we didn't get the full use of this product. I need to work with support on that one.

Calabrio has definitely made our lives easier by automating several things for us. We love it!

Oct 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I think it is pretty user friendly for both the schedulers and the agents. It has helped us to go paperless and it has been a great time saver for us!

Cons: Just some features that seem to be missing, although most are soon to come out! Cannot wait! Excited to see all the changes to come!

Very easy to use even for a beginner.

Jul 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The Analytics is just phenomenal, allows to target those customers that are "thinking" of leaving. We can get a jump on ensuring to save those customers by contacting them before they contact us.

Cons: Some of the reporting features are confusing when it comes to Team and Agent level reports. The same report changes if you choose the agents names compared to just the team name.

Overall: My role is a lot easier as I used to compile and complete all WFM tasks by hand in Excel. My reports came from a multitude of sources but now it is 2 sources only.

Calabrio is a great company always willing to innovate by listening to their customer feedback.

Jul 25, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The Program is easy to use. The view of the program is clean and organized. My favorite function of the program is the workflows, the messaging feature, and doing a schedule run. I can run schedules during after hours without the program up on my desktop.

Cons: Deleting exception for the agents schedules. At this time we have to delete the exception twice. One in the schedule, second in the agent's profile so it doesn't show up in the reports.

Overall: The benefits of using the Calabrio software is he accuracy of the forecast, knowing what call volume will look like on a 5 year plan. Better reporting of what is happening on a daily basis. Making sure I have the right people in the right place at the right time.

Excellent program. easy to use.

Jun 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is very easy to use and has a lot of different options to suit any need. The analytics side of things allow us to see what our customers are saying and can flag trends. schedules have never been easier to read for our agents. The monitoring software is easy to follow and has great searching capabilities when looking for a specific call.

Overall: ease of use.

Calabrio has been a learning experience that has greatly benefitted our contact center.

Jun 09, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ease of use and learning curve. It isn't hard to train someone on how to use Calabrio as it is nice to look at and easy to navigate.

Cons: Lack of ability to truly utilize Cisco Precision Queues and attributes to schedule on a more granular level to increase optimization of agent skills.

Overall: Able to utilize the tool for projections and predictive analysis in order to revamp our contact center which has saved the company a considerable amount of money while also increasing productivity.

Good start

Apr 13, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: Good start, geared towards US more - however UK functionality is coming and we all look forward to the further enhancements.

Calabrio One

Mar 14, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ability to do many aspects of business with just one application.

Cons: Just some minor glitches and work arounds that calabrio is fixing slowly with each release.

Overall: It has had its ups and downs and I am still learning to use the product. Hopefully the features that i need to be more efficient will be implemented in future releases.

Recommendations to other buyers: Just takes time to manipulate it to how it fits the business needs best.

Calabrio ONE

Feb 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: It is extremely user friendly and requires very little end user training. I have not noticed any downsides as of yet. The company is very responsive to ideas and suggestions that a lot of times become implemented in the next version. We were in dire need of a quality WFM and call quality solution. We were using aspect and it just was not able to handle our needs appropriately.

Calabrio WFM

Jan 27, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: support

Cons: older version - missing functionality

Overall: The most useful thing about Calabrio, in addition to the ability to schedule and reschedule agents is the support that they provide. almost all inquiries are handled in 24 hours.

Calabrio One

Jan 10, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Calabrio One suite has a lot of potentials and they are starting to capitalize on it with integration between WFM, QM, and Speech Analytics.

For those unfamiliar with where to start...QM and Analytics are Calabrio's bread and butter. In a demo, they have surpassed many expectations and in practice, they have done the same as compared to other call recording technology out there. Although this isn't my area of expertise, I can easily see this from them and the integration between QM and WFM is solid. Agents can essentially get real-time feedback on call scoring from within the application while also navigating schedules, etc.

As for WFM...
Upon initial use of that application, it is easily an upgrade to most home-grown applications that companies deploy. The out of the box interface is simple enough for agents to use and I appreciate the multiple navigation options users have. The underlying data and setups for service queues, etc. can be a bit tricky at first. For environments that manage teams individually, this application has a lot of nice features. Limiting views and the newly release feature of schedule edit profiles has been a nice addition as well. For larger operations, especially those that have centralized operations and administrative teams, the filtering and visibility can be somewhat challenging. One glaring example is with real-time adherence. The concept exists within WFM, however, it does fall short, on large scale, because it cannot effectively display large groups of agents at once. When compared to NICE, Calabrio WFM cannot create thresholds to display those that are out of adherence at the top and cannot sort by agent states, time in state, etc.. You can pin agents to the top, but this is manual and does not help identify those that may be out of adherence. The sorting that is offered is mostly limited to scheduled times, naming, and date conventions. However, most larger enterprises have resources and manpower to overcome this challenge by building external tools to coincide.

WFM clearly has room to grow and some functionality takes on great concepts but just falls short on initial execution. However, the partnership garnished with Calabrio and their quest for feedback is encouraging. That much has turned much pessimism into appreciation and excitement for the future.

Having 12+ years experience in the industry, I would say the QM/SA is very good, WFM is decent out of the box, having much potential with patience.

Calabrio user experience

Jan 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ability to add numerous filters when searching for a particular recording.

Cons: Sometimes when you speed up or slow down the voices are jumbled.

Overall: I have been using Calabrio for 2 years now and have enjoyed the use of this product. It is user friendly, has a modern look to it, and the customer service has been phenomenal. This year new feature requests have been approved and added in updates, like the ability to speed up or slow down calls. It's easy to pull reports, update forms, and correct evaluations within the system. I look forward to seeing what features come next!

Recommendations to other buyers: Great customer service.

Does the basics well

Jan 07, 2017
2/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: Ease of use and real time adherence

Cons: Dated, clunky, needs more optimisation

Overall: Great for adherence monitoring but needs more work on exception management and scheduling. Seems very tailored to US market rather than Uk/European requirements.

Recommendations to other buyers: Update it with features that exist in other ways systems

System with potential, but upgrades required!

Jan 06, 2017
1/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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Pros: Aesthetically pleasing

Cons: Running schedules needs improved and exception management is too convoluted.

Overall: WFM system lacks much of the functionality and flexibility of other more established systems such as Blue Pumpkin/Impact 360 or Genisis - Needs upgrades before European Market will accept as a viable solution.

Recommendations to other buyers: Focus groups in UK/Europe for the view from non-US market.

Solid Product needs Growth in Certain areas

Dec 22, 2016
3/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The availability is a plus

Cons: Some of the features and how they work take a little longer to learn

Overall: Even though the product is coming along the ease of use is sometimes hard. Especially when you are trying to view a schedule and make a change to it. It gets frustrating because it does not make the change with ease. You are not able to draw it in but you have to click on the schedule and make the change and it doesn't always take the change.

Recommendations to other buyers: Continue to improve the WFM tool and listen to the customers input.

Scheduling individual Agents

Dec 16, 2016
2/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Its easier in terms op optimisation - dragging breaks etc

Cons: It can be extremely difficult & time consuming to delete exceptions/holidays etc

Overall: There are some good aspects to Calabrio, however, one of the issues we have found is if we need to update individual agents shift patterns. It necessitates updating everyone in the service queue. Whilst this is good in principle with regard to locking downshifts, due to our operational relationships it can cause issues & can be time consuming as Agents need to be updated through Agent schedules

BPO on Calabrio

Dec 08, 2016
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: Nice array of features, all in one view is nice.

Cons: The deployment, soft phones, and ramp.

Overall: While the tool comes with a lot of feature options, deployment had not been easy. It has been almost a year and we ate only half way through.

Updates needed

Dec 06, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: We're using the same version we first started with in 2015 and I think it's definitely time for an upgrade and to be able to see and start using a wider smarter range of functions

Calabrio One Suite

Nov 22, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: The ease of use & the newly added speed up & slow down function

Cons: Slowness of searches on occassion

Overall: I had previously used NICE & we changed over to Calabrio approximately 3 yrs ago. Customer Service is second to none & always there to help straighten any issues that may arise.

Calabrio: The Way to Go

Nov 16, 2016
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: User friendly; customizable

Cons: Loading times

Overall: Coming from another QM platform, I am incredibly happy with Calabrio. The ease of use and available features meet the needs of our organization and support our processes well.

Needs additional functionality

Nov 15, 2016
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: Calabrio look and feel is great and it has the potential to be a breakthrough product, however it isn't there yet. Fundamental requirements such as multiskilling planning just aren't there.
Calabrio as a company however are very adaptive and welcome user feedback to incorporate into future releases. The Calabrio forums and community are a fantastic support network wherever you may be in the world.

Calabrio is exceptional!

Nov 14, 2016
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Implementation of Calabrio software was seamless! The ongoing relationship is stellar; Calabrio emulates what it means to be customer centric.

General Observation from Entry Level QA

Nov 10, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to use

Cons: Sometimes we get jitter on calls and they are hard to hear or the system doesn't work for a few minutes but that may be an issue out of the control of Calabrio.

Overall: I like Calabrio because they are always interested in making the experience better for us. They recently added a speed up/slow down function to the call replay and it has made my job less boring. I am compelled to listen more carefully when the agents I'm hearing are speaking quickly.

Recommendations to other buyers: Use it and ask for the things you want to see get better or changed. Calabrio is very helpful and willing to work with you.

Calabrio is GRRRREAT!

Nov 10, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is easy to use and the people at Calabrio have been great to work with.

Cons: Would like to see additional feature requests accomplished.

Overall: We started with Calabrio in February of 2014. 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.

Recommendations to other buyers: Not at this time.

Impressive entry for the win!

Nov 04, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use
Look and feel
Multiple types of Scheduling to fit our needs

Cons: Cannot display the entire day in one window - have to scroll
Does not display hours scheduled on the main page - Neither does its competitors

Overall: Calabrio has been the most fluid product I have ever used. When we requested upgrades they had them out to us in Months (not years like others). The product is cloud based for some and Premise based for others, leading to a product easily adaptable to all.

Good but needs more features

Nov 04, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Easy to use

Cons: Lack of multiskill scheduling capability

Overall: Was very excited to move to Calabrio from Aspect. It certainly has its good points but we need more access to the back end I the absence of true multiskilling

Recommendations to other buyers: Needs to be more UK orientated

Calabrio QM/WFM

Oct 26, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Ease of use...good features...needs to fine tune calculation in reports and averages in the planning section of WFM...needs more flexibility to reports for non SQL users

The best bang for your buck

Oct 26, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Simple and easy to use

Cons: N/a

Overall: Very wonderful experience with the product they have world class customer service and will help you fix any issues that may arise. This product makes it simple to keep track of your staffing,performance metrics and overall statistics.

One of the best suites I have ever had the opportunity to use

Oct 25, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ease of use, the deployment, and the support from all aspects of every employee

Cons: have not come across any yet

Overall: I have used many different software suites in my career for WF and QM. The Calabrio suite makes the flow from one to another easy. The user ability for using this software needs to be bare minimal. The users do not need to have any extensive backgrounds to use this software.

Recommendations to other buyers: great value for the dollar

Calabrio- Take it for a test drive.

Oct 24, 2016
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: It is like a Toyota. Looks Nice. Well made. Good value for the money and it will get the job done for most small organization applications. Not built to produce large advanced reports or detailed data analysis . If your organization just wants to record calls and has a Guru who can export the data and build anything to find root cause analysis, you will be fine.

Real Time improvements required!

Oct 18, 2016
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Real time analysis options

Cons: Too much manual work involved for updates

Overall: There are a couple of really frustrating aspects within Calabrio that detract from the whole user experience. Amendments to agent schedules is really awkward and the ability to change more than one person at a time would save a lot of time. Loading call forecasts is also time consuming and when saving and loading the following page it is often unclear whether the page has saved

CallCenter saviors!

Oct 13, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Covers almost everything I need for my call center.

Cons: Still a work in progress, so upgrades to the latest version are necessary to get the latest greatest features...I hear their new cloud offering takes care of that for you!

Overall: From day one, Calabrio has made our Call center more manageable: from scheduling optimization to ease of access of recorded calls. I really hope to add more functionality with version 9.5, the cloud, and/or Analytics!

Recommendations to other buyers: It may very well be the MOST valuable piece of software in your company. Need customer retention rates to go up? Need customer satisfactions rates to climb? Get them. They can and will help with those goals!

Easy to implement

Oct 11, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use and does everything as advertised

Cons: I wish we could record cell phones for field agents.

Overall: We were able to easily implement and meet a tight timeline, thanks to the Calabrio implementation team. Team was able to walk business users through requirements gathering an the it team through the setup with little difficulties.

Recommendations to other buyers: Great product

Easy to Use

Oct 10, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use, good value

Cons: Runs on windows

Overall: We implemented Calabrio about 2 years ago and are very happy with the product. Implementation was smooth, we installed on Vmware. Upgrades are simple, support is very good. The business users are happy with the product. The value is excellent. We looked at much more expensive products, I would say this product is just as good.

Calabrio Call Recording

Oct 10, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Screen recording is huge and we are also looking at workforce management as an option, which has been very popular.

Cons: Browser support is lacking.

Overall: From the start Calabrio has been a huge help. Even on the initial development, they were there to help us with the installation. The ability to record calls and then the ease of use from Supervisors to listen to the recordings is top notch. The UI is very thought out and works very well.
When working with their support team to solve configuration issues they are extremely knowledgeable and are a huge help. They have helped us as well with upgrades and even architecture changes with helpful tips along the whole way!

I love Calabrio

Oct 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: very easy to use

Cons: not easy to undo mistakes.

Overall: Calabrio has proven to be an easy and efficient tool for our organization. We have also partners with other organization in Atlanta who are interested in learning how we use the software.

Recommendations to other buyers: Overall, this is a great software. Our organization loves it.

CalabrioOne - Call Recording, Speech and Analytics

Oct 04, 2016
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: User experience, Ad hoc task assignments, Live monitoring, and ability to get at some metadata. All in one solution suite is easy for users and administrators. Audit capability allows for good reporting.

Cons: Lack of experience with AVAYA ECHI (only ICHI supported) limits existing metadata transfer but this is being addressed with enhancement requests.

Overall: The installation has taken a bit longer than expected. 28 enhancement requests submitted and ten defects found. However Calabrio scores high marks for their hard work to resolve these gaps from prior competitor products. Their focus on UX (User Experience) is one of the strongest aspects of their products. I appreciate them working with our company to mature their product and integrate with AVAYA platforms deeper than they have ever gone before. It will lead to a great relationship and better solutions for all customers.

Calabrio - fantastic solution

Sep 30, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's ease of use, workflow features, self serve offline and scheduling capabilities.

Cons: It's taken a little while for us to get the most from for it for multiskilling, but the support we've received has been great and we're on the right track.

Overall: Calabrio is a straightforward and logical solution covering the end to end planning cycle. It has supported us in developed and publishing schedules for a multi skilled estate. The MI has been useful in producing bespoke reporting and tools to further enhance productivity.

Recommendations to other buyers: Get involved in the user community

Thumbs Up for Calabrio

Sep 27, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of querying calls for specific information.

Cons: Troubleshooting why a user is not recording. Seems to happen quite frequently in our environment.

Overall: Calabrio does the job of recording calls, performing QM evaluations, etc. Would have liked to have gotten monitoring and analytics as part of the purchase package. What is a little frustrating for our business users is the reporting package for querying data out longer than 6 months. As they explain, 'it seems to bomb out' and they were told if they had someone that could write reports using the raw data they would be able to run reports for longer periods of time.

Excellent Software

Sep 24, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've worked with the Calabrio Solution for almost 2 years. The software is user friendly and easy to learn. We currently have an older version of the software but love it so much that we are looking to upgrade and add the Speech Analytics component.

Calabrio - a company that listens to the customer!

Sep 16, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Pretty easy to use, but my favorite is the feedback and extent that they go to listen and understand our needs.

Cons: Sometimes, like all software, the upgrades don't go as smoothly for us, but the customer service on their end makes up for these issues.

Overall: I have used Calabrio for more than four years and I have to say that from a recording and QA/training perspective, it is easy to use and the support you get from Calabrio is great. They listen to the customer, and make product improvements based on what WE want, vs what they THINK we want.

Recommendations to other buyers: Get it! You will be amazed-- can't wait to get the voice and desktop analytics!!

Great Product!

Sep 13, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Very user friendly
-Simple to adjust schedules as changes happen throughout the day. -The reporting features are a good way of getting information across to employees.
-Adding and removing agents is fairly simple.
-The quality management component is simple to use for both the CSR and the quality team.

Cons: -The quality reports are all quite similar to each other and somewhat redundant.
-the wfm reports don't update quite a quickly as we would like
-break optimization is somewhat difficult to program when we have only one set shift every day. We have to manually adjust more than I'd like.

Overall: This is a great product that has helped us manage our contact centre better, and has allowed us to share information easier and mire efficiently with contact centre staff.

Recommendations to other buyers: Overall I quite like this product and Calabrio.

Great tool!

Aug 11, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: work flows is one of my favorite features. Being able to sort thru hundreds of PTO requests and actually know that thru a work flow, you will only get those that really need to be looked at is amazing. Intraday Dynamic scheduling, gamification... Ohh and schedule editing rules.

Cons: The reporting part of WFM could use a little love... Is nice that we can schedule reports to be emailed, but would be nice if we could add a subject, or once you save the report, the ability to rename it, or even a "run now" button. Other than that, I love it!

Overall: My experience with Calabrio has been great, it is a tool that evolves with your needs. Really easy to use at all levels, whether you're an agent, supervisor, or admin, this is a tool that works for you, and with you.

Recommendations to other buyers: If you are looking for the whole package, meaning... That you have a software that not only meets your needs, but comes with an amazing support team, that will be with you from the initial install all the way to standing by when you do work on your own stuff, just to make sure you know you are covered in case that affects your WFO... This is the way to go. Great product, and great support... What else can you ask for?

Calabrio - more than a vendor!

Jul 20, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: I've worked with Calabrio One for several years and the experience has been far better than with other applications.

Calabrio WFM

Jul 06, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The support infrastructure is one of most impressive products I feel Calabrio have to offer, the company is US based but have always been on hand by emails, webex¿s and even visits not to mention the interacted the web support.

Cons: Some functionality of the product is still in development and not yet in line with some other products on the WFM market but looking at the roadmap ahead I feel it wont be long before this is one of the number one WFM systems

Overall: Calabrio Workforce Management is used throughout our business. My department (Forecasting & Planning) use the system to schedule Frontoffice & Backoffice shift rotations. These schedules are vital to the day to day running of our Contact Centre and hold all on-phone and off-phone activities that our advisors need to undertake through out a given day. The user interface is easy to use and understand for both administrators and front end users and Calabrio is linked fully to our Cisco telephony system to track call volumes and advisors productivity.

Calabrio has concentrated on making it¿s user interface easy to use for forecasting and scheduling, I feel this has had an impact on the more in-depth functionality require when planning a multi channel / skill call centre.

But I also feel that Calabrio are the first to look for week points across their product and more importantly look at these from a customer point of view. They use the feedback from they customers built out the road map of have the product is developed and I have no doubt this product will go from strength to strength.

Small Centers rejoice, Large center enticed

Jul 06, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Agents find it super friendly to manage their own schedules through the Agent Portal. The Forecasting algorithm is the best I have found.

Cons: Having to search for a specific agent request for a center with 2000+ agents is difficult to do. Managing the weekly hours for a Part time workforce is hard when having to run a report to see hours scheduled every time an exception is being added.

Overall: The WFM product has added lots of functionality that assists large contact centers with their day to day operation. Calabrio is a leader for small - medium sized centers and is improving everyday on its large contact center experience.

Vendor Response

by Calabrio on July 06, 2016

Thank you for your review of Calabrio ONE!

Calabrio Review

Jul 05, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ease of use is what I talk about most with other users and potential users. End users have a hard enough time learning how to operate their email let alone a robust product suite like Calabrio One. The ease of use brings out confidence in my end users that I see affecting the way they use other applications.

Cons: Workforce Management is a beast of its own and although I might find it easy to learn and understand, for those coming from a lifetime of spreadsheets, I see difficulties. The training is overwhelming, but still very good. I am not sure how or what I would even change. Maybe the end users?

Overall: As an IT administrator it is great to finally find a product that does require more time and attention than it is worth. After installing the suite I have only touched the systems to perform upgrades and routine maintenance. Other than that it is hand off and "just works."

Recommendations to other buyers: You get the most for your money with Calabrio. The suite isn't so ridiculously over priced your jaw drops when you see it. You know you are getting a quality product that will do the job and the best part is, it will do it better than you could have ever imagined.