Calabrio One

"Strong product with great improvements on the way"

What do you like best about Calabrio ONE? Dashboard customization, Data Explorer, Agent/Supervisor user interface What do you dislike about Calabrio ONE? Forecasting and scheduling lacking in features out of the box, but with the Teleopti integration on the roadmap, many of these shortcomings will be fixed. What problems is Calabrio ONE solving and how is that benefiting you? Ease of agent Overtime/VTO, data presentation

"Calabrio has been a great application to streamline into one application."

What do you like best about Calabrio ONE? I think it is beneficial to see all the data in one place. I love that I can have all my call evaluations in one place, see all the scores and find our trouble points and assess them right then and there. What do you dislike about Calabrio ONE? Once you create an evaluation, you need to deactivate it and then clone it to make edits. This is not user-friendly. What problems is Calabrio ONE solving and how is that benefiting you? We have more ...

"Calabrio Customer Experience"

What do you like best about Calabrio ONE? What I like best about Calabrio, is the flexibility and adaptability to the customer's needs. Calabrio consistently updates their software with feature requests of their customers. What do you dislike about Calabrio ONE? My current dislikes are being addressed, so nothing at this time. What problems is Calabrio ONE solving and how is that benefiting you? Compliance. With Calabrio we can ensure our agents are staying within Compliance as well as ...

"Calabrio has amazing employees and great customer service!"

What do you like best about Calabrio ONE? 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. What do you dislike about Calabrio ...

"Calabrio Community"

What do you like best about Calabrio ONE? I like that there is accessibility to a variety of resources. Not only can you get assistance from the Calabrio team, but you can also get insights from fellow customers and the blog is very useful as well. What do you dislike about Calabrio ONE? There are some features for which I would like to see more automation. However, the Calabrio team is resourceful when it comes to doing things differently and try to assist within the scope of the product. ...

"Calabrio improves service!"

What do you like best about Calabrio ONE? WFM software allowed more flexibility to agents, and reduced FTE costs. Going from Excel to WFM software saved analyst time on just 'scheduling' and allowed more time for actual analysis of call data & staffing. This was especially helpful during the onset of the pandemic & transitioning to nearly 100% remote workforce. It allowed us to to quickly make adjustments & be nimble to meet both employee & client needs. Calabrio was also helpful in rolling ...

"SEFCU Review"

What do you like best about Calabrio ONE? Scheduling is much easier than it has been in the past -- Initial set up has been a big lift, but once a service queue is set up and shifts are loaded, it has become a lot smoother. Also being able to delegate minor schedule adjustments to managers has been a huge help. I think we will have more detailed data as we move on, but so far everything has been great. What do you dislike about Calabrio ONE? The main down side for us is utilization for our ...

"Calabrio in the BPO"

What do you like best about Calabrio ONE? It is an all in one tool; WFM, Recording, QM, and Analytics. It has a simple and customizable user interface for the agents. What do you dislike about Calabrio ONE? The back end reporting and reporting build options are not in a simple user interface and require more of a 'programmer's logic' to assemble and build. What problems is Calabrio ONE solving and how is that benefiting you? Silences and Dead Air on calls are easy to identify and coach to, ...

"Support and Innovation"

What do you like best about Calabrio ONE? Tremendous amount of support from Calabrio leaders to ensure that the product that you are using is optimized for your business. Team is collaborative and interested in ensuring a smooth transition. Innovative staff that is moving towards creating a more comprehensive suite for all. QM and analytics are exceptional and more importantly there is an ease of use with the product. Interested to see what Next Gen has in store for us all. What do you ...

"Easy to Use"

What do you like best about Calabrio ONE? I like how the QM portion is easy to use. What do you dislike about Calabrio ONE? Creating an Evaluation Form isnt as easy. It seems a bit finicky. What problems is Calabrio ONE solving and how is that benefiting you? The major benefit is the increase in customer service after training based on the Evaluation Scores.