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
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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.
Pros: What I like most about the Calabrio software is the ability to easily search, filter and find recorded calls. The web-based program offers multiple options for search criteria, which allows for various ways find results. This allows agents, qa specialists and management to quickly and efficiently locate recordings and evaluations.
Cons: What I like the least with the Calabrio software would be in the Reporting structure. My team would greatly benefit for more functionality when it comes to the Reporting feature. Typically, we run reports directly from the recorded calls or by evaluations completed. The Reporting feature in 9.5 does not allow for all reports to be run in a way that is valuable to our department.
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.
Pros: The user interface is very pretty and modern.
Cons: Functionality is pretty limited. Cloud version is full of bugs.
Overall: Overall we just implemented Calabrio one 3 months ago. They seem to be a newer software company that is still figuring a lot of things out. They have broken processes and functionality is limited. They have potential to get a lot better however at the current time I would not recommend using them.
Pros: I like that this tool forecasts contact volumes based on historical data and enablesus to schedule
the right agents at the right time with the right skills.
Additionally, WFM allows our agents to have input into scheduling options, and allows me as the scheduler to react to real-time events throughout the day.
Cons: Nothing! So far I love the tools and the people who support them!
Overall: Calabrio ONE deployed in the cloud allows maximum access, security, & scalability. We are in the middle of our implementation process to the cloud with Calabrio and hands down they have been amazing to work with! They are working to help us...
Align our system to our needs
Upgrade our database
Migrate call records
Migrate audio and screen files
Validate our data and systems
Pros: Ease of use and feature options. Being cloud based allows access anywhere you have an internet connection.
Cons: The reliability, seems to have bugs often.
Overall: Overall it has been a good experience, testing at times but mostly good.
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.
Pros: The software makes my job easy with detailed reports, goal setting, sound quality, and the ease of navigation.
Cons: I do not have any Cons to share at this time. When something is not properly working calabrio is quick to respond. The customer service has been fantastic!
Overall: We moved from a previous software that was stuck in the Mesozoic Era. Calabrio exceeded our expectations when looking for a replacement and has been great about rolling out new features and meeting the needs of their customers.
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.
The functionality, Ease of Use. Cloud based. Streamlining across platforms. Good response from support teams.
The reliability. Seems to have a lot of bugs, some of them repetitive.
Calabrio is good when you are able to use all the applications together.
Compliance related problems. Customer service issues can be identified and stopped before they escalate.
Great unified workforce optimization, easy to use, quick to install and support team is great
Some functions still need work but I feel like it's getting there
Continue to grow and advance
Great for scheduling a large number of employees to ensure customers needs are always met.
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