Calabrio

Calabrio Workforce Management

3 / 5 1 review

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

1 Review
  • 3 / 5
    Overall
  • 3 / 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 Workforce Management

Calabrio Workforce Management helps contact centers to manage all aspects of staffing planning, managing and reporting. Easy to implement, easy to learn and maintain, the solution provides fast access to the insight schedulers need to make short- and long-term decisions to balance the needs of agents and customers. Calabrio Workforce Management is part of Calabrio ONE, a unified, user-focused software suite that includes call recording, analytics and quality management.


Calabrio Workforce Management Features

  • Budgeting & Forecasting
  • Contractor Management
  • Employee Lifecycle Management
  • Labor Projection
  • Performance Appraisal
  • Recruiting Management
  • Scheduling
  • Skills Tracking
  • Time & Attendance
  • Variable Workforce

Calabrio Workforce Management Reviews

Calabrio WFM based on my experience

Oct 10, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: What I like:
*I like their overall product direction that allows agents to pick their schedule and have some freedom. I think that goes a long way toward employee engagement. The concept of dynamic scheduling is an example.
*We have had to work with their Support and product teams a good bit as we implemented and they have been very responsive. Not everything we want changed is on the road map but they have been up front about the process which is appreciated.
*They provide software updates several times a year. 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.
*They are working to create a community for users which could be a great way to share ideas and experiences.
* I really like the Agent Report Card report.

Opportunities:
*They should implement a way to schedule for 1 to many volume like chat.
*Scheduler's user interface is not as intuitive as it could be and some day to day tasks like exceptions take more clicks than we'd like.
*The messaging functionality is hard to manage because you can't filter the messages.
*Would like to see proactive alerts implemented - notifications to mgrs and\or agents for various situations.

We have only been using the tool for a year and there is some functionality that we haven't had a chance to research and implement. It has not been all sunshine and roses but we are making progress. I look forward to working with Calabrio as it evolves based on user feedback.