User Reviews Overview
About Calabrio ONE
Calabrio ONE is a workforce performance software that helps contact centers work smarter, faster, and better. The true-cloud platform integrates workforce optimization, agent engagement, and business intelligence into one suite....
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- Industry: Automotive
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Great Company and employees!!
Awesome experience with a 360
View of our customer using all of Calabrio’s tools .
Pros
Ease of use and the ability to be in the cloud for use across the globe. We also use call quality for training and mentoring agents.
Cons
None the tool
Was very easy to
Use and the support was good.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Calabrio on the spotlight
Pros
The platform is very intuitive, as someone who studied user experience this is one of the highlights of the platform in my opinion - I do not use most of the features as a user, but the requests on the platform are easy to perform as well as to perform changes on the schedule.
Cons
I am not sure if this is something specific from my company or the platform, but requests usually take someone to the workforce management to approve (when I first started using the platform it was easier to approve changes among shifts, for example), so I would bring that back. Besides that, all good.
- Industry: Medical Practice
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
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Review Source
Calabrio ONE Review
It has promise but it needs work. From a production standpoint, it lacks the ability to provide real-time updates and that is crucial.
Pros
Having the weekly schedule and reports in one location with one login and one application is necessary and appreciated.
Cons
I do not enjoy the fact that ready-time adherence does not update in a timely manner.
The diagram/bar graph for ready-time adherence is illegible and undecipherable.
Schedule page requires you to hover over "break" to see the time.
Actual breaks and lunch taken never reflect. You never get a real-time update.
Top Calabrio ONE Alternatives
- Industry: Pharmaceuticals
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Calabrio ONE Best Bang for your Buck
Overall, Calabrio is the best in scheduling technology.
Pros
Calabrio ONE is easy to use an navigate. I love the reports and being about to keep track of my time. Trading schedules and requesting time off is quick and easy. I also like the flexibility to adjust breaks and lunches within specific days.
Cons
I have yet to find any negative aspects of Calabrio ONE. My previous scheduling system had frequent downtime, but Calabrio ONE has been steady and consistent.
- Industry: Translation & Localization
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
I'm the employee.
I am still learning so no issues for now. I like Calabrio One.
Pros
This tool has all our call centers need. Great information that allows the call center management make educated decisions without having to dig for the information or complicated forms. Calabrio offers an amazing customer service when I speak with them. They are always willing to help out any way possible. They also have an awesome work culture.
Cons
Sometimes is to much to remember when doing trades or changing schedule.
- Industry: Nonprofit Organization Management
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Using Calabrio One
Pros
Helps me and my co-workers to follow our breaks & Lunches. Also for planned meetings and classes that I may add or someone else can add for me.
Cons
Having to sign into the new version they just updated to.
- Industry: Hospitality
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
Everything in one easy program.
So far my experience using Calabrio has been extremely positive. I was wary at first but this program is very easy to learn and integrates with all of our systems perfectly.
Pros
I love the ease and color coding of the time slots. In a call center you switch between several tasks and live channels daily and this is a wonderful way to keep track of where you should be, shift bids, etc.
Cons
I do wish it could integrate notifications into either Slack or Google Chrome; if I have certain items muted because of calls, I will not hear changes to my schedule and I need bigger flashing visual notifications.
- Industry: Consumer Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Feedback on my experience using calabrio
Pros
Since im just using the calabrio by checking my everyday schedule ,filling Overtime and checking my adherance aside from that thats all
Cons
since my access is limited only .Seeing my everyday adherance and
- Industry: Airlines/Aviation
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Great for time management
Overall, I have no complaints with Calabrio One.
Pros
I like that it shows available for time off and show waitlisted placement.
Cons
It will time out sometime when you least expect it to.
- Industry: Financial Services
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
BETTER THAN WORKDAY
My overall experience is above average.
Pros
It's efficient and very user friendly. Loved the scheduling.
Cons
Navigation can be tricky sometimes. The navigation areas aren't clear.
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Calabrio WFM
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.
Pros
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 the web support.
Cons
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
- Industry: Government Administration
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Calabrio is a Game Changer
We were previously using the on-premise version of the product. Last year, we switched to the cloud version. Our migration was mostly easy. We did have to manually enter a lot of information, which was time consuming, but that doesn't change how much I love the features of Calabrio. We have the ability to see what our agents and quickly make real time adjustments. Making any change in Calabrio is easy. And you can't beat their customer service. If you have a problem, they have a lot of ways to help you solve it, and they're employees are genuinely enthusiastic about the product. That alone should tell anyone how good it is.
Pros
Running a scheduler and making sure we have optimum coverage is so easy, and if we make a mistake with the schedule, it's easy to fix.
Cons
I wish the reports were more robust. Analytics seems like a great product, but it's not easy for the novice user to catch on to.
- Industry: Higher Education
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Calabrio One QM
Pros
What I like most about the Calabrio software is the ability to easily search, filter and find recorded calls. The web-based program offers multiple options for search criteria, which allows for various ways find results. This allows agents, qa specialists and management to quickly and efficiently locate recordings and evaluations.
Cons
What I like the least with the Calabrio software would be in the Reporting structure. My team would greatly benefit for more functionality when it comes to the Reporting feature. Typically, we run reports directly from the recorded calls or by evaluations completed. The Reporting feature in 9.5 does not allow for all reports to be run in a way that is valuable to our department.
- Industry: Education Management
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Great Product
I've had a great experience with Calabrio and would recommend any organization consider it if they are in the market.
Pros
The product is easy to use and I really enjoy the queue function which allows random calls to be selected for evaluation. It doesn't interface with our CRM system, but it is easy to operate both systems simultaneously.
Cons
I feel the system integrated perfectly for what we use it for. I took the place of a costly system and does many of the same functions. I have been told the reporting tool is less extensive and sophisticated, but that would be the only downside.
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Good solution to record calls.
The overall experience with Calabrio Call Recording is good. We use the solution both in our call center and individually. Personally, it helps me to record those conversations with clients where we must agree on business objectives and metrics to take into account, as safeguards and evidence.
Pros
The best thing about Calabrio Call Recording is the simplicity of its use. It allows us to record any call we want and also the possibility of recording all calls without the need for any action by the user.
The solution is very versatile.
Cons
The only con I see for this solution is that it is not all-inclusive, that is, in addition to the solution license, the Windows Server and SQL licenses must be considered. It would be very good if it is developed under a customized free Operating System and database.
- Industry: Education Management
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Calabrio QM
Our overall experience has been very positive. We have been able to provide the front line managers with useful and timely trend information. this information allows management the ability to see how their teams are succeeding as well as where they are struggling.
Pros
This product is consistent in providing quality call recordings for our use. Once recorded, Calabrio provides a very user friendly search capability that allows front line managers the ability to extract exactly the information they need.
Cons
I find the reporting feature in Calabrio to be the bare minimum and does not really provide much useful information.
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Great Product!
This is a great product that has helped us manage our contact centre better, and has allowed us to share information easier and mire efficiently with contact centre staff.
Pros
Very user friendly
-Simple to adjust schedules as changes happen throughout the day. -The reporting features are a good way of getting information across to employees.
-Adding and removing agents is fairly simple.
-The quality management component is simple to use for both the CSR and the quality team.
Cons
-The quality reports are all quite similar to each other and somewhat redundant.
-the wfm reports don't update quite a quickly as we would like
-break optimization is somewhat difficult to program when we have only one set shift every day. We have to manually adjust more than I'd like.
- Industry: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Calabrio Review
Pros
I like that it allows me to edit the times I go on my breaks and that I can schedule time off in advance. It also useful for knowing the status of my requests.
Cons
It sometimes runs slow and when I try to adjust my schedule, it gets a little laggy.
- Industry: E-Learning
- Company size: 10,000+ Employees
- Used Daily for 6-12 months
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Review Source
A Calabrio Review
I enjoy using this software because it is so easy to use and everything is in one place.
Pros
I like that everyone has access to view all schedules for all employees and not just management. It helps when you want to trade shifts with someone. It shows who is all logged in and it also shows your adherence. I like that the adherence feature has the time for which you switched AUX codes. It is very helpful to have your schedule, the teams schedule, time off requests in one place. I also like that it shows average handle time, average talk time, ready time, average after call work and answered calls in one place.
Cons
I don't have anything to complain about with this software. I think it is user friendly and very helpful.
- Industry: Apparel & Fashion
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Great software!
Pros
Really easy to use, has all the features we need and integrates well with other software.
Cons
Not much to complain about - we use other complementary software so together it has been a great solution for us.
- Industry: Education Management
- Used Daily for 2+ years
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Review Source
Calabrio user experience
I have been using Calabrio for 2 years now and have enjoyed the use of this product. It is user friendly, has a modern look to it, and the customer service has been phenomenal. This year new feature requests have been approved and added in updates, like the ability to speed up or slow down calls. It's easy to pull reports, update forms, and correct evaluations within the system. I look forward to seeing what features come next!
Pros
The ability to add numerous filters when searching for a particular recording.
Cons
Sometimes when you speed up or slow down the voices are jumbled.
- Industry: Telecommunications
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Closing in the gap on Calabrio One
We are using QM and WFM to help solve complex situation. Calabrio is a company that will listen to feedback and will make changes to the program based on customer needs.
Pros
Everything you need is one click away. The program is easy to use. One of our favorite items is the workflows, this allows us to automate our processes to be able to manage our scheduling effectively.
Cons
The consistent bugs during implementation through upgrades.
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Calabrio has been a learning experience that has greatly benefitted our contact center.
Able to utilize the tool for projections and predictive analysis in order to revamp our contact center which has saved the company a considerable amount of money while also increasing productivity.
Pros
The ease of use and learning curve. It isn't hard to train someone on how to use Calabrio as it is nice to look at and easy to navigate.
Cons
Lack of ability to truly utilize Cisco Precision Queues and attributes to schedule on a more granular level to increase optimization of agent skills.
- Industry: Telecommunications
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
review calabrio
great I love it and it is perfect and easy to access
Pros
schedule change and being able to see my schedule
Cons
System issues like freezing and my schedule not loading
- Industry: Consumer Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
5 years of using TeleOpti (both as an agent and as an operations manager)
Pros
Quick schedule changes, all sorts of reports, and connecting TeleOpti to PowerBI.
Cons
What's missing is a "select everyone on shift today" button
