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Calabrio is a great company to work with
What do you like best about the product?
The product itself is easy to use and Calabrio is incredibly responsive to customer questions and suggestions
What do you dislike about the product?
We are currently on the Cisco branded version, which means they get to decide what updates are available to us.
What problems is the product solving and how is that benefiting you?
We are constantly understaffed so Calabrio helps us keep each day balanced as best as possible so we don't burn out our employees.
Recommendations to others considering the product:
Calabrio is a wonderful company to work with. They are very forward thinking and very seriously take customer suggestions into mind when working on updates.
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Great tool for QM
What do you like best about the product?
I love the ability of this tool to provide a one stop shop for quality needs. You can score interactions, monitor evaluator performance, make reviews and calls available to the analysts, and a ton of other things. Its not just a scorecard and some notes, the analyst can see and hear the call and screen capture and get more valuable feedback. They can also see their historical performance in the dashboard.
What do you dislike about the product?
I wish there was more robust reporting, but this is already being taken care of with version 10! With the data explorer module gathering and providing data is easier than ever.
What problems is the product solving and how is that benefiting you?
Identifying areas of need in our performance with customer interactions. We have been able to use the data in the tool to initiate new training practices and re-assess what we are prioritizing and measuring with our clients.
Great Suite of Products to Expand Functionality
What do you like best about the product?
I like the Voice Analytics functionality and being able to set custom phrases.
What do you dislike about the product?
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 the product 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 as conformance.
Quality Assurance Automation
What do you like best about the product?
Establishing QM goals and automated distribution of QA monitors increases completed QA scores and consistent scoring across scheduled evaluators.
What do you dislike about the product?
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 the product solving and how is that benefiting you?
QM is facilitating higher and consistent customer satisfaction.
Calabrio is a good WFO suite with an excellent user-face;.
What do you like best about the product?
I like the ease and functionality of the product. The user interface is easy to understand and user-friendly.
What do you dislike about the product?
Within the WFM product I wish there was greatly ability to allow the system to generate actual actual schedules.
What problems is the product solving and how is that benefiting you?
Using Analytics has helped our company to delve deeper into what our customers are calling about. This knowledge is being used to help our agent training as it allows us to focus on the specific needs of our customers.
Recommendations to others considering the product:
Be sure to know your business enough to know what is needed and what Calabrio (or any WFO Suite) can offer.
Calabrio's Engagement is off the Charts
What do you like best about the product?
Intraday management and it's best! Forecasting and firm dates are a must. The dashboards are wonderful. Reporting is generally easier than running out of our phone system! WFM makes my life so easy.
What do you dislike about the product?
I want to add comments when exceptions are manually entered to a schedule already ran.
What problems is the product solving and how is that benefiting you?
Forecasting! Seeing call trends now that we have been open for a year is showing wonderful growth! Analytics is getting better and better with transcripts, sentiments and so much more!
Recommendations to others considering the product:
Be as involved in the integration process as possible. Ask questions!!!
good for small businesses
What do you like best about the product?
It organized agents schedules better than an excel sheet.
What do you dislike about the product?
It keeps crashing when there are too many people working in the system.
What problems is the product solving and how is that benefiting you?
We are able to track adherence.
smooth and easy WFM
What do you like best about the product?
It is accurate, fast and efficient when it comes to schedules
What do you dislike about the product?
Slight latency but it doesn't affect much in the work
What problems is the product solving and how is that benefiting you?
It gives us easy access to our time schedules and work arounds with productivity
Recommendations to others considering the product:
This is very efficient and easy to use
Experience with Teleopti
What do you like best about the product?
It shows all the schedules that we have and it is easy to understand and very accurate for us employees.
What do you dislike about the product?
As of the moment, we're not encountering an error with it.
What problems is the product solving and how is that benefiting you?
It provides us with our work schedule and how many hours should we work.
Recommendations to others considering the product:
Just improve its functions.
The BRAIN!
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
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.
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.
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