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.
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