Calabrio One

"Great Analytics Suite"

What do you like best about Calabrio ONE? I absolutely like simultaneous view ability - slide through the transcript and at any point see what was on the agent desktop. This is a great functionality. What do you dislike about Calabrio ONE? Sentiment doesn't have "Acoustic" properties yet - speech, pitch, tone, volume, etc. Right now it just uses contextual / words. What problems is Calabrio ONE solving and how is that benefiting you? Voice of the customer AND Agent training. For example - ...

"Quality made easier"

What do you like best about Calabrio ONE? I love the resources available to track business needs. The information we are able to export brings a light into our company needs with our customers. What do you dislike about Calabrio ONE? Getting the right information for certain reports can be a struggle as reports can be hidden under sub-categories. What problems is Calabrio ONE solving and how is that benefiting you? The ability to target known issues with our AHT and call types is easy to ...

"Calabrio is helping us focus better on the customer and services."

What do you like best about Calabrio ONE? We make use of QA/WFM/Analytics to help us manage the business of the Service Desk. These tools are invaluable to help us know where we have been, where we are and where we should be going. The more we use the tools we have with calabrio the more efficient we become. What do you dislike about Calabrio ONE? The analysts sometimes find it difficult to find their own data and reviews. What problems is Calabrio ONE solving and how is that benefiting ...

"Calabrio"

What do you like best about Calabrio ONE? The ability to view my reps schedules and quality. What do you dislike about Calabrio ONE? We have been having issues over the past couple of weeks with it crashing. What problems is Calabrio ONE solving and how is that benefiting you? Being able to have rotating shifts to ensure phone coverage.

"Effective and Flexible Tool"

What do you like best about Calabrio ONE? I love that Calabrio allows us to import metadata from third party tools, which helps us to better understand the customer (and employee) journey. Also, I love that Calabrio builds the tool that its clients needs, which makes it more user friendly; they are eager to consult their clients at every step of the way. Their analytics product is extremely effective. What do you dislike about Calabrio ONE? On rare occasions I feel like the tool struggles ...

"Great Suite of Products to Expand Functionality"

What do you like best about Calabrio ONE? I like the Voice Analytics functionality and being able to set custom phrases. What do you dislike about Calabrio ONE? Some aspects of WFM have been challenging for my company. We have open questions to try to resolve, but it sounds like we need to upgrade for full resolution. What problems is Calabrio ONE solving and how is that benefiting you? As we work more with the WFM product, we are able to help agents see the importance of adherence as well ...

"Simple to use but Powerful"

What do you like best about Calabrio ONE? Very good value, product was installed easily, on VMware with the expertise of our Calabrio Professional Services tech. Very few technical issues using and supporting product. End users like how simple it works call and screen recording just works. What do you dislike about Calabrio ONE? The product runs on Windows, it would be nice if a Linux version was available. Same with database it would be nice to run other DBs Recommendations to others ...

"Calabrio is a great website that we use for our schedules"

What do you like best about Calabrio ONE? Being able to trade shifts with coworkers, have access to our stats (such as average handle time, calls per hour, etc), ask for off days, and pretty much every other feature. What do you dislike about Calabrio ONE? It's only for internal use in our company, we can't access our schedules from home... Recommendations to others considering Calabrio ONE: It's a great sofrware, it's easy to use. I just wish we could use it for external as well. What ...

"Great, easy to use, but I wish there were more reporting choices"

What do you like best about Calabrio ONE? recordings, transcriptions, and analytics What do you dislike about Calabrio ONE? There are limited reporting options; I wish producing reoccurring reports could be more customized. What problems is Calabrio ONE solving and how is that benefiting you? Calabrio has allowed my team to utilize the data to pinpoint trends in the calls. Thus, using the data to better our quality.

"some charateristics need improvement"

What do you like best about Calabrio ONE? simple scheduling procedures and shift modules What do you dislike about Calabrio ONE? forecast and reports need more enhancement What problems is Calabrio ONE solving and how is that benefiting you? meeting scheduler in web based interface