Calabrio ONE

(32)
4.2 out of 5 stars

Calabrio ONE is an integrated solution to help optimize the workforce in call centers by giving you accurate information in a multi-channel environment, under one system.

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Calabrio ONE Reviews

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Showing 32 Calabrio ONE reviews
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Calabrio ONE review by <span>Greta J.</span>
Greta J.
Validated Reviewer
Verified Current User
Review Source

"Cloud Product"

What do you like best?

We love the UI! It is easy to use and is visually appealing. It is easy to navigate around and to see where the information is clearly.

What do you dislike?

They are transitioning their on premise solution to a cloud solution and we are also one of the first to integrate with on of their partners so we were off to a rocky start because of some bugs that needed to be worked out. They push out changes and fixes all at once, once a month, instead of other SAAS companies who do these immediately. It seems as though it is a hard transition for them to move to a cloud solution but they are working hard to try to make it work.

What business problems are you solving with the product? What benefits have you realized?

We really needed a workforce management tool to help with our service levels and scheduling. This has offered great value in being able to see where we need to schedule people and when.

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Calabrio ONE review by <span>Jeremy H.</span>
Jeremy H.
Validated Reviewer
Verified Current User
Review Source

"Calabrio ONE"

What do you like best?

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?

Very simplistic, browser-based solution. Reporting capabilities are really pretty limited (at least in the version we use) and it appears to primarily be based on their "scoring" model in which they somehow score calls. We do not utilize that particular feature which makes their entire reporting suite pretty useless. We are then limited to just querying lists of recordings using their filters and exporting the data in a raw CSV format. A more robust reporting suite would definitely appeal more to me.

What business problems are you solving with the product? What benefits have you realized?

Recording/Storing calls w/ customers which allows us to review them for training and compliance. The system does not track every call that the user makes, however, so the data must be appended to Cisco user data and to Salesforce extracts in order to get a full view of the customer experience. By doing so, we are able to track all contacts with customers. Listen to full conversations across multiple calls and get a much better view into the customer experience. The storage of these calls also allow us to do a large scale compliance monitoring and auditing to ensure that we are providing our customers with the very best service possible.

What Contact Center Workforce solution do you use?

Thanks for letting us know!
Calabrio ONE review by <span>Jeannevie S.</span>
Jeannevie S.
Validated Reviewer
Verified Current User
Review Source

"Quality and productivity at it's finest"

What do you like best?

Calabrio is a very powerful tool when applied properly, but also easily learned by all user levels.

What do you dislike?

Lack of support for Cisco Precision Queue Attributes.

Recommendations to others considering the product

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. We have only been able to overcome these obstacles due to our abilities to collaborate with multiple teams throughout the company.

What business problems are you solving with the product? What benefits have you realized?

We are currently working on quality metrics and gamification to further improve what no one thought we would have been able to improve as drastically as we have; productivity. We have increased productivity, decreased call wait times from a 20-minute average to a 16-second average, and decreased average handle time as well.

Calabrio ONE review by <span>Daniel A.</span>
Daniel A.
Validated Reviewer
Verified Current User
Review Source

"In an ever evolving industry, you need an ever evolving software..."

What do you like best?

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.

What do you dislike?

That is not for free.. Just kidding :) I honestly have not found any unfavorable points.

What business problems are you solving with the product? What benefits have you realized?

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.

Calabrio ONE review by <span>Christopher S.</span>
Christopher S.
Validated Reviewer
Verified Current User
Review Source

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

What do you like best?

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 partnership.

What do you dislike?

One of the things that I dislike about the product is that you cannot delete old evaluations and the goals that were just released cannot be deleted either. I know that they age out after time however we have so many it causes an administrative burden.

What business problems are you solving with the product? What benefits have you realized?

I believe that the Calabrio platform has been extremely successful in quality assurance process. It has help with the great equalizer of accountability.

Calabrio ONE review by <span>Angie M.</span>
Angie M.
Validated Reviewer
Verified Current User
Review Source

"Bells and Whistles = Solid product"

What do you like best?

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?

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 every 10 minutes to check peoples hours is unproductive.

Recommendations to others considering the product

Great for call centers of average size. Our only issue is a business group of 1000 agents and being able to support their needs. Our business groups of 300 or less are each being served very well.

What business problems are you solving with the product? What benefits have you realized?

We are solving the need to schedule 2500 remote agents at different times with different needs. We have flex, Part Time, Full Time, and Volunteer agents all working in the same department.

Calabrio ONE review by <span>Joel S.</span>
Joel S.
Validated Reviewer
Verified Current User
Review Source

"Calabrio One QM and WFM have made a world of difference in our company!"

What do you like best?

These guys stay on top of the market and keep improving the product with every release! They have multiple facets upon which you can search for and mark a call. They have thought of most ways anyone could ever think of to adjust a schedule or group of schedules. They make Call Center life easier and more straightforward.

What do you dislike?

So far, there has been very little to dislike about Calabrio. If there was one thing I had to say, I guess I would remark on how some of their support agents are slightly less prepared than others, but with their phenomenal growth, that is somewhat understandable.

Recommendations to others considering the product

With the advent of the cloud product, barriers for entry virtually disappear. Get the whole package as the Analytics portion can help every area of your company. Get as many people on board as possible. QM can help pretty much everyone. WFM helps with scheduling, especially part-time employees. And Analytics... not sure what it can't do!

What business problems are you solving with the product? What benefits have you realized?

This has really helped streamline our evaluation process for calls and has increased the ability to schedule and hire greatly. One benefit we have really liked is being able to see the screen recordings and use them for training purposes.

Calabrio ONE review by Industry Analyst / Tech Writer in Wireless
Industry Analyst / Tech Writer in Wireless
Validated Reviewer
Verified Current User
Review Source

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

What do you like best?

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?

Deleting exceptions you have to delete in two places. One on the agents schedule and the other in the agent's profile. The reporting is limited. System bugs when there is a system upgrade.

Recommendations to others considering the product

In the WFM world, Calabrio is the only company that I found that is willing to push the envelope and listen to the user and implement the user ideas into the software.

What business problems are you solving with the product? What benefits have you realized?

Forecast is accurate and know what call volume will look like on a 5 year plan. By using the WFM program this has helped us making sure we have the right people in the right place at the right time.

Calabrio ONE review by <span>Josie T.</span>
Josie T.
Validated Reviewer
Verified Current User
Review Source

"Flexibility Allows for Optimal Use"

What do you like best?

Calabrio One's customizable application allows its users the flexibility to utilize the options that meet organizational needs. Whether it be for Quality Management, Workforce Management, Analytics or a combination of the three, Calabrio can benefit businesses, both large and small.

What do you dislike?

The features that are lacking are not necessarily detrimental to an organization. There are small features that would be nice to have, but nothing that would take away from the daily use of Calabrio One.

What business problems are you solving with the product? What benefits have you realized?

Calabrio has allowed our organization the opportunity to optimize the Quality Management process to ensure excellent service on all interactions. Feedback can be provided to our agents in a timely manner which benefits both the organization and all we come in contact with.

Calabrio ONE review by User in Facilities Services
User in Facilities Services
Validated Reviewer
Review Source

"The BRAIN!"

What do you like best?

The ability to see everything you need to in regards to what your looking for to help your work day expierence.

What do you dislike?

The UI, it could be more smooth as far as loading and transitioning from page to page, or from one option to the next. Filtering seems to be the most laggy of all the transitions.

Recommendations to others considering the product

Just a more modern day UI, something a bit more friendly to the eye. I love the idea of the program and what it does. but it just seems like it could be a bit more responsive when it comes to filtering through information.

What business problems are you solving with the product? What benefits have you realized?

Im able to see my growth in the company, request my days off, and even see into the future of what days i might be getting paid for by a holiday. Its really a life save and helps me maintain my day to day.

Calabrio ONE review by <span>Natalie G.</span>
Natalie G.
Validated Reviewer
Verified Current User
Review Source

"Simple Product, Best Audio Recording Tool We Could Find"

What do you like best?

The interface is simple and decently easy to use. It has the most modern interface that we could find out of all of the audio recording tools available to us.

What do you dislike?

The terminology used throughout the system is very confusing. For instance recording records are called contacts, Various buttons aren't straightforward. The admin setup is also overdone. It's not super complex, but it is quite limited and is not managed within the browser like the rest of the application. Additionally, the API is VERY limited and restricted.

What business problems are you solving with the product? What benefits have you realized?

We record interviews and we have successfully integrated Calabrio with Salesforce which has the ability to save us a great deal on storage. Because it also integrates with our phone system, we were able to create a very elegant solution for interviewers to record their calls. It is definitely built for call centers, so it is deficient in some places for us, but overall is very beneficial.

Calabrio ONE review by <span>Matthew L.</span>
Matthew L.
Validated Reviewer
Verified Current User
Review Source

"Ease of Use"

What do you like best?

Very easy to use and the learning curve is very short. We have had some issues with scheduling in the past and now it is much easier. Looking up call recordings is a breeze and keeping track of agents adherence is something we can capture with Calabrio. All in all - a great product.

What do you dislike?

nothing at the moment. everything has been great.

What business problems are you solving with the product? What benefits have you realized?

Scheduling was very time consuming and hard to read. Now, schedules are easy to make and very easy to read.

Calabrio ONE review by <span>Andrew H.</span>
Andrew H.
Validated Reviewer
Verified Current User
Review Source

"Calabrio ONE"

What do you like best?

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?

There are no big dislikes. However, I will say that the setup additional administrators can be a bit cumbersome and can be simplified.

What business problems are you solving with the product? What benefits have you realized?

Our agents recordings are helping not only improve their support for customers but also helping our supervisors make changes internally to come up with changes to our call centers!

Calabrio ONE review by <span>joel w.</span>
joel w.
Validated Reviewer
Verified Current User
Review Source

"WFM Version 9.5 SR2"

What do you like best?

Look and Feel is very easy to navigate. The agents find their portal to be of the highest quality.

What do you dislike?

Our business is very large so the limited search functions in the WFM suite makes it hard for my team of schedulers to complete tasks in a timely manor.

Recommendations to others considering the product

Easy to use, great for small call / Contact centers

What business problems are you solving with the product? What benefits have you realized?

Workforce Management and Call recording have allowed us to assist our customers in the best, most productive ways possible. The agents interface is super east to navigate so they are happier employees.

Calabrio ONE review by <span>Nathaniel B.</span>
Nathaniel B.
Validated Reviewer
Review Source

"Calabrio's Strengths greatest Strengths and Weaknesses"

What do you like best?

Calabrio's greatest strength is that it is a system that you can learn to use in a short amount of time.

What do you dislike?

I do not like that Calabrio's workforce management software does not have alot of power options such as multiple deletes (for exceptions), Automatic schedule creation (based on the needed staff forecast) or automatic leave approval based on the intra-day staffing.

What business problems are you solving with the product? What benefits have you realized?

We use Calabrio to determine the intraday volume patters and staffing patterns to determine when we are over or understaffed. We use that information to determine if we need to add staff or allow for additional off phone activities.

Calabrio ONE review by <span>Elio H.</span>
Elio H.
Validated Reviewer
Verified Current User
Review Source

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

What do you like best?

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?

It's only for internal use in our company, we can't access our schedules from home...

Recommendations to others considering the product

It's a great sofrware, it's easy to use. I just wish we could use it for external as well.

What business problems are you solving with the product? What benefits have you realized?

Being able to switch shifts with coworkers when I am busy on certain days/hours and being able to giveaway shifts.

Calabrio ONE review by <span>Salethea G.</span>
Salethea G.
Validated Reviewer
Review Source

"Calabrio One- User Friendly"

What do you like best?

I like how user friendly the application is when navigating. The reporting options in the area of Quality Assurance is Robust and makes coaching agents much easier.

What do you dislike?

The version of Calabrio that we use is older so my dislikes have been addressed in later releases.

Recommendations to others considering the product

Calabrio is really a great company. They have a way of making you feel comfortable to share your questions or concern. More than a vendor but part of the team.

What business problems are you solving with the product? What benefits have you realized?

Through the Calabrio tool, we are able to create and modify schedules. Agents can also request leave time. We also utilize 100% desktop recording which aids us in our training and development. Calabrio saves time and money by eliminating the manual processes.

Calabrio ONE review by User in Higher Education
User in Higher Education
Validated Reviewer
Review Source

"Calabrio ONE general review from a QA Rep in Education"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

I suggest you give them a try because they are truly doing things the right way and are great to work with.

What business problems are you solving with the product? What benefits have you realized?

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.

Calabrio ONE review by User in Computer Software
User in Computer Software
Validated Reviewer
Review Source

"Calabrio One WFM "

What do you like best?

So far they are open to customer feedback and continue to evolve. There is flexibility for agents with dynamic scheduling which is new for our contact center. We are always looking for ways to increase employee engagement while maintaining high customer satisfaction and agent empowerment is a step in the right direction.

What do you dislike?

They aren't set up to handle chat support scheduling. We are very chat heavy so 1:1 scheduling doesn't give us a true picture. Also, there isn't a good way to mirror our skillbased phone routing - not every agent in the queue can handle every contact & there is delays between skills. Both of these create a challenge for floor managers trying to determine intraday coverage.

Recommendations to others considering the product

Verify that key day to day WFM functions for your call center are available and easy completed.

What business problems are you solving with the product? What benefits have you realized?

We need to provide reliable staffing and ASA models. We are able to produce schedules for the contact center to function and helped some teams move from Excel.

Calabrio ONE review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"Calabrio Workforce Managment"

What do you like best?

The support infrastructure is one of most impressive products I feel Calabrio have to offer, the company is US based but have always been on hand by emails, webex’s and even visits not to mention the interacted web support.

What do you dislike?

Some functionality of the product is still in development and not yet in line with some other products on the WFM market but looking at the roadmap ahead I feel it wont be long before this is one of the number one WFM systems.

Recommendations to others considering the product

Multi skilled planning isn't as strong as some other in the market but I feel this will improve as the product is developed.

What business problems are you solving with the product? What benefits have you realized?

Calabrio Workforce Management is used throughout our business. My department (Forecasting & Planning) use the system to schedule Frontoffice & Backoffice shift rotations. These schedules are vital to the day to day running of our Contact Centre and hold all on-phone and off-phone activities that our advisors need to undertake through out a given day. The user interface is easy to use and understand for both administrators and front end users and Calabrio is linked fully to our Cisco telephony system to track call volumes and advisors productivity.

Calabrio has concentrated on making it’s user interface easy to use for forecasting and scheduling, I feel this has had an impact on the more in-depth functionality require when planning a multi channel / skill call centre.

But I also feel that Calabrio are the first to look for week points across their product and more importantly look at these from a customer point of view. They use the feedback from they customers built out the road map of have the product is developed and I have no doubt this product will go from strength to strength.

Calabrio ONE review by <span>Joshua D.</span>
Joshua D.
Validated Reviewer
Verified Current User
Review Source

"Calabrio from IT"

What do you like best?

I love the ability to not only listen to live phone calls, but also to watch what my Account Managers are doing while they work throughout the day.

What do you dislike?

Since we operate with dual monitors, the viewing size of the screen can get distorted, and thus you need to have a dual monitor setup to view properly.

What business problems are you solving with the product? What benefits have you realized?

It allows for great one on one coaching for my Account Managers with regards to sales calls and customer service.

Calabrio ONE review by User in Financial Services
User in Financial Services
Validated Reviewer
Verified Current User
Review Source

"Calabrio ONE"

What do you like best?

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.

What do you dislike?

It has some bugs but they are working to alleviate them and do so every month.

Recommendations to others considering the product

Great for handling several business needs in one product.

What business problems are you solving with the product? What benefits have you realized?

Being able to to establish compliance issues on a daily basis has benefited our company time wise.

Calabrio ONE review by <span>Ryan M.</span>
Ryan M.
Validated Reviewer
Verified Current User
Review Source

"Good product"

What do you like best?

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?

The reports section of QM is still a bit underwhelming.

What business problems are you solving with the product? What benefits have you realized?

Call quality and compliance

Calabrio ONE review by Administrator in Logistics and Supply Chain
Administrator in Logistics and Supply Chain
Validated Reviewer
Verified Current User
Review Source

"Calabrio ONE an awesome use experience"

What do you like best?

The user interface. This piece is ever evolving for the best. It is extremely user friendly and requires very little end user training.

What do you dislike?

Have not noticed any downsides as of yet. The company is very responsive to ideas and suggestions that a lot of times become implemented in the next version.

What business problems are you solving with the product? What benefits have you realized?

We were in dire need of a quality WFM and call quality solution. We were using aspect and it just was not able to handle our needs appropriately.

Calabrio ONE review by <span>Josh T.</span>
Josh T.
Validated Reviewer
Review Source

"Simple to use but Powerful"

What do you like best?

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?

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 considering the product

Go with this product you will not find anything else close in value.

What business problems are you solving with the product? What benefits have you realized?

Understand our customers. Make sure best experience is provided

Calabrio ONE review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Good tool for managing employee schedules, can be improved."

What do you like best?

I like that it provides a structure for organizing user's schedules.

What do you dislike?

The time off request portion is a little confusing and cumbersome.

Recommendations to others considering the product

I think as long as you set it up and use it properly, this can be a good tool

What business problems are you solving with the product? What benefits have you realized?

It's making organizing schedules a lot easier overall.

Calabrio ONE review by <span>Beth B.</span>
Beth B.
Validated Reviewer
Review Source

"Intuitive Calabrio"

What do you like best?

What I like best about Calabrio, is the flexibility and adaptability to the customers needs.

What do you dislike?

My current dislikes are being improved, so nothing at this time.

What business problems are you solving with the product? What benefits have you realized?

Compliance. With Calabrio we can ensure our agents are staying within Compliance as well as upholding the University's policies and procedures.

Calabrio ONE review by <span>Sara d.</span>
Sara d.
Validated Reviewer
Review Source

"Quality Assurance Specialist"

What do you like best?

The look of the system. It is modern and user friendly.

What do you dislike?

No complaints at this time as Calabrio is working on utilizing our feedback.

What business problems are you solving with the product? What benefits have you realized?

Compliance. With Calabrio we can ensure our agents are staying within Compliance as well company's process and policies.

Calabrio ONE review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"Calabrio is the right choice"

What do you like best?

Very end user friendly, with straight forward admin interface.

What do you dislike?

Does not offer stereo recordings for Avaya

Recommendations to others considering the product

Excellent interface

What business problems are you solving with the product? What benefits have you realized?

Agent accountability, and the customer experience has improved.

Calabrio ONE review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Calabrio 9.2"

What do you like best?

It's UI is very appealing and intuitive.

What do you dislike?

Lack of true multiskill scheduling; makes scheduling agents in more than 1 skill group impossible

Recommendations to others considering the product

Ensure you join forums and give feedback as they act on it

What business problems are you solving with the product? What benefits have you realized?

Easy to view agent schedules

Calabrio ONE review by <span>Karl F.</span>
Karl F.
Validated Reviewer
Review Source

"Calabrio"

What do you like best?

The self serve and offline workflow features

What do you dislike?

Some elements of usability, pedantic things such as little parts of the interface

Recommendations to others considering the product

Get involved with the user community

What business problems are you solving with the product? What benefits have you realized?

Scheduling and communicating those schedules.

Calabrio ONE review by User in Government Administration
User in Government Administration
Validated Reviewer
Review Source

"Good at Recording"

What do you like best?

This system accurately records over the phone ACD calls.

What do you dislike?

This system does not have a good live capture feature for screencaps.

What business problems are you solving with the product? What benefits have you realized?

This software is used in QA/employee review situations. It helps keep a record of employee work in a call center environment.

Kate from G2 Crowd

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