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easy to use
What do you like best about the product?
it's easy to use. Nurses are not generally tech savvy, but my team has really excelled at using this product.
What do you dislike about the product?
I really don't have anything to compare it with apples to apples as this is the only product we've used, but compared to other programs, this one is easy to navigate and they have really great, responsive support.
What problems is the product solving and how is that benefiting you?
It's been huge to help with schedules and forecasting needs.
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Review
What do you like best about the product?
The ability to forecast more efficiently.
What do you dislike about the product?
Having to use other platforms in conjunction.
What problems is the product solving and how is that benefiting you?
Scheduling of meetings/trainings/etc.
Calabrio in the BPO
What do you like best about the product?
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 the product?
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 the product solving and how is that benefiting you?
Silences and Dead Air on calls are easy to identify and coach to, driving down Average Handle Time (AHT) as a cost savings.
Great Analytics Suite
What do you like best about the product?
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 the product?
Sentiment doesn't have "Acoustic" properties yet - speech, pitch, tone, volume, etc. Right now it just uses contextual / words.
What problems is the product solving and how is that benefiting you?
Voice of the customer AND Agent training. For example - if the transcript shows a lot of silence - examine the agent desktop and see why agent is non-responsive - maybe you learn they are looking for info they can't find - that's an opportunity to train an agent.
Great Business Partner
What do you like best about the product?
We have been working with Calabrio for over 7 years, they are truly customer focused and seek feedback from their customers to help improve the services they offer.
What do you dislike about the product?
There are some really cool enhancements coming, I wish we had them today.
What problems is the product solving and how is that benefiting you?
We have improved our agent adherence through the use of analytics and presentation of agent performance in the dashboards.
Support and Innovation
What do you like best about the product?
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.
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 dislike about the product?
doesnt have all the bells and whistles yet
What problems is the product solving and how is that benefiting you?
Migration from another ACD and WFM. We are adding QM as well as analytic reporting. Benefits at this time are the QM and analytics that are offered by Calabrio
Calabrio ONE
What do you like best about the product?
How easy it is to get the information you need. Evaluating calls is so easy! Creating reports was overwhelming at first but with the help of Calabrio support it's now easy!
What do you dislike about the product?
Unable to customize the reports in the Reporting tab. Unable to add our own reports to that tab. Unable to print graphs from Data Explorer.
What problems is the product solving and how is that benefiting you?
Evaluations are so much easier now.
Recommendations to others considering the product:
I would recommend Calabrio ONE
Strong product with great improvements on the way
What do you like best about the product?
Dashboard customization, Data Explorer, Agent/Supervisor user interface
What do you dislike about the product?
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 the product solving and how is that benefiting you?
Ease of agent Overtime/VTO, data presentation
Calabrio is helping us focus better on the customer and services.
What do you like best about the product?
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 the product?
The analysts sometimes find it difficult to find their own data and reviews.
What problems is the product solving and how is that benefiting you?
Scheduling and quality control is much easier since we moved out of excel and into Calabrio.
Easy to Use
What do you like best about the product?
I like how the QM portion is easy to use.
What do you dislike about the product?
Creating an Evaluation Form isnt as easy. It seems a bit finicky.
What problems is the product solving and how is that benefiting you?
The major benefit is the increase in customer service after training based on the Evaluation Scores.
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