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 | Location / Phone Number | Minneapolis, MN/ +1 (763) 592-4600 |
| Deployment | SaaS/Web/Cloud Installed - Windows | Category | Call Center Software |
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.
Calabrio One is Call Center Software. Calabrio One offers the following functionalities:
Learn more about Calabrio One features.
No, Calabrio One does not provide API.
The help and knowledge from the Calabrio Consultants is second to none.
Lack of granular permission and scope settings limits how customized we can make agent experience in the UI.
We are gaining insight into staffing requirements and long term capacity planning.
The company is very easy to work with and your success is the primary goal.
I have not found anything that we dislike at this point.
We have some complicated reporting needs and CAR is extremely flexible and allowed to report on all the datasets we need.
I like that Calabrio is willing to make changes as necessary to accommodate our unique needs. I also like the ease of use and reporting features.
I dislike the occasional "jitter" and recording distortion. This may be an interface issue or a phone problem on our end but it is still something I dislike. Another think I dislike is the hover function. I much prefer to click on something I need rather than the image pop up when I hover on something in passing.
I suggest you give them a try because they are truly doing things the right way and are great to work with.
I solving the concern of Financial Aid fraud and company compliance. By having a diligent QA time like the one I'm a part of the old days of potential fraudulent stipend issues are a thing of the past. Our University is also very good at going above and beyond so our compliance standards more than meet the DOE regulations.
My favorite thing about the product is the way that it evolves with your needs. In an ever evolving industry, you need an ever evolving software... a product that will help you grow as the industry grows. The fact that Calabrio takes the time to listen to their customer needs, and converts all of that feedback into the amazing features their WFO has, is what makes then, in my opinion, the best tool out there.
Features like Intraday dynamic scheduling, workflows, gamification, evaluator goals, Intraday optimization, -and I can go on with more and more stuff I like about the product- are tools that have helped our company set better standards for our agents, which have translated into better performance, and the ultimate result: better customer service.
Bottom line is, as your call center grows, so do your needs, and you need a product that not only will meet your needs, but a product that is looking into the future, and will help you get there. That's what we have found in Calabrio.
That is not for free.. Just kidding :) I honestly have not found any unfavorable points.
Agent performance was one of the biggest issues we had. We have been able to set better standards for our agents, for example, we were able to raise the adherence expectation from 80% to 85% and could take to 90% in the near future. We have been able to evaluate and make changes to the time allotted for our agents to complete work after a call... all those things have had a direct impact on how we serve our patients and their families.
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.
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.
