It is one of the powerful call center solution that helps you to build a modern contact center. It allows you to create a central command center where you can manage all the inbound and outbound calls. Using this software, you can monitor all calls in real-time and it auto-records every call that can be used for quality analysis. It has an advanced analytics feature which tracks all customer interactions and extract insights. In addition, it has cross-platform reporting tool which collects all the interaction data and generates an effective report. Using its customized dashboard, you can deliver instant feedbacks to your agents by monitoring their calls.
|Support||24/7 (Live rep)||Customer Type||Medium Business Small Business|
|API||NA||Contact||Minneapolis, MN/ +1 (763) 592-4600|
|Deployment||SaaS/Web/Cloud Installed - Windows||Category||Call Center Software|
Unified workforce optimization (WFO) suite
Please contact the vendor to get detailed pricing.
Disclaimer: The pricing details were last updated on 18/05/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
Calabro One allows you to color code the different schedule items.
The functions that were promised by the sales crew were not present in the actual product. We have had more down time from our WFM tool in the past few weeks than we had in over 3 years with our previous WFM tool. Likewise, some of the features that are present do not work as intended. We have had multiple bug reports opened with Calabrio, some would be considered major enough that we can't believe they wouldn't already have an open ticket from their other clients. We have learned sometimes they do, but they keep all the tickets separate. If they fix something in their cloud for one user, they don't necessarily share that for the other users.
I would recommend you continue looking for another WFM tool. Calabrio has done a great job of promising more than it delivers.
We allow agents to report their absences directly from the tool now as opposed to requiring they contact a supervisor, who may be absent that day as well.
I love love love Calabrio, what i like best is the fact that i can log in and get all of my break times with just one click. Not only for the day but also for the whole entire week.
I would like it if Calabrio was able to send out an notifications when your assigned break was about to take place. Other than that the website is very helpful.
Calabrio impacts my work everyday i come in, its somes up my time schedule for the week and gives me an estimation or time of which i should attend my specified break. This is a huge benefit because we dont have to actually ask someone like a supervisor about break times.
Calabrio listens to their clients and what they want. They take their customers wants into consideration and will make upgrades to match what is being asked for. The software is also easy to use. I was able to learn the WFM software very quickly.
If a clients configuration is different then what you are used to working worth please say so.
Ask to talk with other Calabrio clients to hear from them how great the product is.
Deploying a WFM solution into other areas of the business for better staffing.
I like having all of Calabrio 1 tools in a single interface. I do not have to open multiple web pages or applications to manage any of the tools for my operation.
The back office/configuration interface is not as intuitive as I would like It is not as straightforward for those that may not be a power user if the software.
We began using Calabrio to help manage our workforce. The Calabrio team assisted in helping us configure the tool to suit our needs and helped us find ways to better optimize the workforce by identifying gaps and other areas where we had an overage of resources.
What I like about Calabrio is the innovation of the system. They take feedback from their customers and make changes to make the program better. WFM has a great request feature where agents and submit their own requests. Workflows to help automate our companies processes. Calabrios customer friendly customer service is a World class experience.
Deleting exceptions you have to delete in two places. One on the agents schedule and the other in the agent's profile. The reporting is limited. System bugs when there is a system upgrade a long time to implement the program
In the WFM world, Calabrio is the only company that I found that is willing to push the envelope and listen to the user and implement the user ideas into the software.
Forecast is accurate and know what call volume will look like on a 5 year plan. By using the WFM program this has helped us making sure we have the right people in the right place at the right time.
I greatly enjoy the product as a whole, it is everything my organization needs. The support and community behind the product is top of the line as well.
Absolutely nothing. I have not found one feature I did not like.
Make sure you work with the technicians so that it is setup exactly how you want it. Also, join the community and keep up with the discussions as Calabrio implements features straight from it's users recommendations so if there is something that you want to see, let them know as many others that use the system may want to see that as well!
Calabrio ONE is an exceptional Workforce Management solution that helps to make sure my organization is on top of staffing and hiring needs to be able to handle forecasted volumes.
Intraday management and it's best! Forecasting and firm dates are a must. The dashboards are wonderful. Reporting is generally easier than running out of our phone system! WFM makes my life so easy.
I want to add comments when exceptions are manually entered to a schedule already ran.
Be as involved in the integration process as possible. Ask questions!!!
Forecasting! Seeing call trends now that we have been open for a year is showing wonderful growth! Analytics is getting better and better with transcripts, sentiments and so much more!
What I like best about Calabrio One is the ability to use the portion of the Suite that is needed by the organization to increase efficiency. It is easily customizable to organizational needs and efficiencies can be measured immediately.
The only aspect that I dislike about Calabrio is the amount of time and effort that it takes to have feature requests or process improvement implemented. As an end user, it is easy to identify those areas that would benefit all Calabrio users with just a small adjustment, however the process to have features improved can be a bit frustrating at times.
I would recommend the Calabrio One Suite for anyone interested in improving Quality Management (Qm is the aspect of Calabrio that our organization uses). It is easy to use, customizable and will make your teams more efficient. The system is also engaging for end users which adds to the efficiency of the product.
Calabrio has allowed for more efficient Quality Management within our organization, which is creating new roles and enriching the organization as a whole.
The look of the system. It is modern and user friendly.
No complaints at this time as Calabrio is working on utilizing our feedback.
Compliance. With Calabrio we can ensure our agents are staying within Compliance as well company's process and policies.
Every since I started using Calabrio over 17 months ago. My system was a complete mess! Calabrio's innovation team came to Cummins and they evaluated the way we were utilizing the Workforce Management tool. After completing this task I am now able to continually hit over 90% Forecast Accuracy. I am so excited to get our new version up and running as I know the analytics will bring a lot of value to our team.
It was challenging as we were using an older version of Calabrio and it was on premise so I was not able to update a newer version. We are now in the process of moving over to the newest version of Calabrio and moving to the cloud. Overall I do not dislike anything about Calabrio. They are an amazing group of individuals.
So many I don't even know where to start. For starters we are Forecasting over 90% accuracy and we have started utilizing the QM tool to live monitor our agents.