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Calabario is a fantastic tool, allowing you to easily view your schedule for the entire month.
What do you like best about the product?
I can see my schedule for the entire month
What do you dislike about the product?
None as for now, Calabrio is incredibly user-friendly and will make managing your schedule a breeze.
What problems is the product solving and how is that benefiting you?
I'm happy to share that with Calabrio, I am able to easily access my schedule for the entire month, so I won't have to guess about my tasks for tomorrow and the rest of the day. It's such a helpful tool
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Multi-functional tool for contact centers
What do you like best about the product?
The QM feature of Calabrio and the ease of search with multiple filters and even text search is probably my favorite.
What do you dislike about the product?
We are currently implementing Analytics and there are a lot of inconsitencies and issues so far in our testing. It doesn't give me confidence that our full reporting will be accurate.
What problems is the product solving and how is that benefiting you?
Call recording for feedback review saves us from having to call back patients to confirm details. We also use for QA and future state analytics. It helps us get and maintain contracts and accredidations.
Educational and Very Helpfull Tool
What do you like best about the product?
The different ways that the tool can be used. We use it for Analytics, WFM, QM hopefully soon to be AI. We love working with our Customer Success Manager Sumner. He is very attentive with what we need. We use Calabrio everyday for over 500 hundred agents half of those are WFM. Our agents have easy access to their recordings and evalutations to better their selves if need be.
What do you dislike about the product?
Our downside right now is that we are in the process of upgrade to the new WFM so we do not have all the new features to use. With that we do not get our recordings until 2hrs after they are done.
What problems is the product solving and how is that benefiting you?
As our right now they are helping us with the new WFM upgrade. This will give use new and better features for our Care Center.
The good and bad of Calabrio
What do you like best about the product?
Being able to evaluate calls in a system that will allow us to pull reporting and statistics has been invaluable. Creating evaluation forms is easy and the basic reporting is helpful.
What do you dislike about the product?
Data explorer reporting is often incorrect and confusing to navigate. Not being able to retire old evaluation forms so that they no longer show up in reporting for "On Prem" version of Calabrio has been frustrating. At times, the system can be slow and has many technical issues. The transcription of call recordings is often severely inaccurate.
What problems is the product solving and how is that benefiting you?
Calabrio ONE is solving the problem of tracking quality metrics and benefits me so that I do not have to manually dig through evaluations to find trends and KPIs.
Calabrio Customer Experience
What do you like best about the product?
Single Pane of Glass to access and review recordings.
What do you dislike about the product?
In an HA build, there are A LOT of servers to patch.
What problems is the product solving and how is that benefiting you?
Legal Retention Policy Enforcement and Quality Assurance and Staff Training
Intuitive Unified Platform
What do you like best about the product?
One of the best things I like about Calabrio One is having a Unified Platform without having to switch between different systems - WFM scheduling, QA call recordings, and analytics are all in one place.
What do you dislike about the product?
The Classic WFM version of Calabrio One could use an upgrade i.e. Forecasting and agent schedule management can be slightly cumbersome. It's still a valuable platform, but improving minor areas would make it much more practical for day-to-day workforce-related management. From what I've seen of their new WFM, there have been some new improved enhancements that may be worth looking into
What problems is the product solving and how is that benefiting you?
Instead of switching between various applications, everything's in one platform - WFM, QA Recordings and Analytics. In addition, we have the ability to monitor our agents in real-time compared while viewing their schedule which allows us to easily track agent adherence.
Calabrio is easy to use and customize for what we need.
What do you like best about the product?
Easy to use, easy to create forms/meta data fields etc. Great customer service and knowledge website.
What do you dislike about the product?
Some things are glitchy and sometimes it's slow.
What problems is the product solving and how is that benefiting you?
It is the cornerstone of our QA program. Not only for QA for the agents to ensure they are meeting what is expected, but it also allows us to gather data to look for trends where coaching is needed.
Calabrio delivers reliability, flexibility and excellent support
What do you like best about the product?
As a Calabrio system administrator for the past seven years I have worked with the product and many of it's features as the product evolved. Calabrio delivers on reliable performance, flexible options to support changing business needs and excellent support to implement innovative new features and maximize return on investment. Calabrio offers an immense knowledge base and easily accessible training materials for any level of user, from end user to system administrator. Calabrio was and remains a valuable solution for our quality management and voice recording needs. The product integrated easily with our existing phone system and contact center. Over the years my organization has relied on Calabrio, it's been smooth sailing. Our customer success manager helps ensure we get the support we need and takes the time to learn about our business needs and goals. Calabrio technical support responds to any issues we have, typically with changes or configuration questions, and they are willing to provide timely, hands-on support to ensure our needs are met.
What do you dislike about the product?
I can't think of anything I dislike about Calabrio. At one point, the cost for advanced analytics was prohibitive but Calabrio ONE (cloud) makes the price point much more palatable for stakeholders - the number of features Calabrio delivers and constantly improves is staggering when compared to other products in the voice recording and analytics arena.
What problems is the product solving and how is that benefiting you?
Calabrio solves the problem of compliance - we can rest assured we are in lockstep with changing legal compliance related to our industry.
Great product
What do you like best about the product?
The customer service has been impecable.
What do you dislike about the product?
I have not experienced any issues using the product.
What problems is the product solving and how is that benefiting you?
Helps to optimize our workforce.
Easy tool to manage my schedule.
What do you like best about the product?
Really clear information about my schedule.
What do you dislike about the product?
It logs out at certain amount of time and have to log in again.
What problems is the product solving and how is that benefiting you?
Having a clear information about the schedule during my workign hours.
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