Calabrio One

"Calabrio ONE"

What do you like best about Calabrio ONE? The cloud is cool being able to access anywhere. It seems to flow well without having any issues freezing up or shutting down randomly. It is relatively easy to navigate and has good customer support. They seem to always be adding upgrades and additional features. What do you dislike about Calabrio ONE? It has some bugs but they are working to alleviate them and do so every month. Recommendations to others considering Calabrio ONE: Great for ...

"Calabrio is a great company by innovating their program to stay a front runner in the WFM world."

What do you like best about Calabrio ONE? 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. What do you dislike about Calabrio ONE? Deleting exceptions you have to delete in two places. One on the ...

"Quality Assurance Automation "

What do you like best about Calabrio ONE? Establishing QM goals and automated distribution of QA monitors increases completed QA scores and consistent scoring across scheduled evaluators. What do you dislike about Calabrio ONE? I dislike having to create copy new goals from Active or Inactive goals. I should have the option to edit existing goals. What problems is Calabrio ONE solving and how is that benefiting you? QM is facilitating higher and consistent customer satisfaction.

"Good product"

What do you like best about Calabrio ONE? The ease of administration. Much of the user administration is moved away from IT admins to business owners that deal with QA What do you dislike about Calabrio ONE? The reports section of QM is still a bit underwhelming. What problems is Calabrio ONE solving and how is that benefiting you? Call quality and compliance

"Quality and productivity at it's finest"

What do you like best about Calabrio ONE? Calabrio is a very powerful tool when applied properly, but also easily learned by all user levels. What do you dislike about Calabrio ONE? Lack of support for Cisco Precision Queue Attributes. Recommendations to others considering Calabrio ONE: If you're using Attributed Precision Queues within Cisco please note that mapping becomes considerably complex to apply it for your business needs as there is a lack of understanding within Calabrio Support. ...

"Calabrio ONE"

What do you like best about Calabrio ONE? Does a good job recording and storing customer calls. I am able to easily run data that I can then manipulate and append to other data for analysis. Live call monitoring solution that allows someone monitoring the call to "whisper" to the employee or completely "barge in" and join the conversation is the situation demands it. What do you dislike about Calabrio ONE? Very simplistic, browser-based solution. Reporting capabilities are really pretty ...

"In the recording space there aren't many true partners!"

What do you like best about Calabrio ONE? One of the most important qualities that I have determined that Calabrio comes to the table with is there true desire to establish partnerships with their customers. We experienced some real challenges this past year with an upgrade to our QM platform. The Calabrio team was committed to remaining engaged to a successful resolution, Through it all not only were we challenged at all levels the silver lining was that we came out with a stronger ...

"Calabrio ONE"

What do you like best about Calabrio ONE? The ability to administer the agents and infrastructure is very easy and there are many options available to optimize the recording. On top of that the interface for the supervisors and managers is second to none with it's ease of use and getting to the information quick! What do you dislike about Calabrio ONE? There are no big dislikes. However, I will say that the setup additional administrators can be a bit cumbersome and can be simplified. What ...

"Bells and Whistles = Solid product"

What do you like best about Calabrio ONE? This WFM product is very flexible for even the average user. We can customize the type of scheduling (Work Shifts, Dynamic, Availability) to the needs of our team. The interface is web based so you can access it any where, no need to install software. What do you dislike about Calabrio ONE? We do a lot of schedule manipulation and this product, and its competitors, do not have the hours the agent is working on their schedule view. Pulling a report ...

"Calabrio"

What do you like best about Calabrio ONE? The self serve and offline workflow features What do you dislike about Calabrio ONE? Some elements of usability, pedantic things such as little parts of the interface Recommendations to others considering Calabrio ONE: Get involved with the user community What problems is Calabrio ONE solving and how is that benefiting you? Scheduling and communicating those schedules.