When VTO was pending and no reply that was a pain.

The streamlining of the scheduling and quality management process,  has been a great selling point for the different groups.

Versatility! this tool is so easy to use, and we can use it on all of our lines of business.

One of the best suites I have ever had the opportunity to use.

Agents find it super friendly to manage their own schedules through the Agent Portal. The Forecasting algorithm is the best I have found.

Poor customer support and almost no experience. It is impossible to connect to your organization's existing HRMS tools.

They seem to be a newer software company that is still figuring a lot of things out. They have broken processes and functionality is limited.

They are working to create a community for users which could be a great way to share ideas and experiences. I really like the Agent Report Card report.

My favorite part is that the quality evaluation tool is built into the call recording tool (our former tool only kept the recordings and did not have a quality evaluation component.).

Even for the least technologically savvy user, this would be easy to use. Quality of the recordings are superb as well.

Great Product and Great Support with a Great Price.

Some of the reporting features are confusing when it comes to Team and Agent level reports. The same report changes if you choose the agents names compared to just the team name.

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.

Although this isn't my area of expertise, I can easily see this from them and the integration between QM and WFM is solid.

The Calabrio forums and community are a fantastic support network wherever you may be in the world.

Very wonderful experience with the product they have world class customer service and will help you fix any issues that may arise.

The out of the box reporting that the user is stuck with, unable to remove it. In addition the custom reporting is complex unlike the rest of the user interface and lacks documentation/guides.

It can easily filter and search recorded calls. The quality management component is also easy to use and it makes it easier for the CRM team.

I am satisfied with this and I would recommend it to other people.

Just some features that seem to be missing, although most are soon to come out.

Calabrio One Suite is a great software for your call representatives to have.

I love the recording they are clear and efficient.

The product is easy to use and I really enjoy the queue function which allows random calls to be selected for evaluation.

It has so many features that it get a bit confusing but it has a lot of resources to direct and guide you throughout the process.

There are a couple of really frustrating aspects within Calabrio that detract from the whole user experience.

The installation has taken a bit longer than expected. 28 enhancement requests submitted and ten defects found.

The software makes my job easy with detailed reports, goal setting, sound quality, and the ease of navigation.

I still feel there's a lot of features missing.

The staff at Calabrio is incredibly friendly and helpful and represent their product very well.

I like how simple and User-friendly the interface is, with flexibility in customization and scalability , and finally i adore the intergration capability that comes with it.

Overall price point for the product is perfect as well.

I love the ease of reporting, listening to calls and evaluations.

I love how easy it is to use and how quickly agents can be trained on it.

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.

It can be extremely difficult & time consuming to delete exceptions/holidays etc.

I really like the access this system gives it's clients for a wonderful customer outreach process.

I appreciate them working with our company to mature their product and integrate with AVAYA platforms deeper than they have ever gone before.

The user interface is easy and intuitive to navigate, the online help files are clear and robust, and Calabrio's customer support has been wonderful.

Excellent software, has made such a difference to the organization.

Good value for the money and it will get the job done for most small organization applications. Not built to produce large advanced reports or detailed data analysis.

WFM, QM, and Analytics are very intuitive and we have gained many efficiencies since we implemented it over 2 years ago. The Cloud has been amazing to have as well.

Ease of use, helps optimize the workforce, accurate forecasting, employee engagement.

Having to search for a specific agent request for a center with 2000+ agents is difficult to do.

Ease of use is the number one feature that I love about Calabrio software.

Overall it has been a good experience, testing at times but mostly good.

I've had a great experience with Calabrio and would recommend any organization consider it if they are in the market.

The Calabrio One Suite tool has been extremely useful for our organization. The staff is very customer oriented and work to implement a lot of feedback that has been provided into the tool.

Calabrio version 9.5 has been a solid option for our United States teams for capturing call recordings, giving feedback, pulling reporting data and doing workforce administration.

I have been very impressed with the service that the team provides for Acceptance Rentals needs.

You do not need to have an IT person in-house to complete the integrations whick is why I love 3CLogic product/service.

When I have asked for enhancements or features, they have all come at a ridiculous price, even some that I would consider 'fixes' more than 'features.

I have complete confidence that 3CLogic will continue to implement the latest features and continue their amazing support to help my Contact Center grow.

The 3CLogic technology is powerful and works well. I have had excellent service from their tech support staff, too.

I most dislike the inability to utilize more than one SMTP server for automated emails (based on result code/disposition), even when across projects that have nothing to do with each other.

The customization of reports and ease of login to the cloud-based system from any location is an advantage.

I've used about five other CRM/Dialer systems, and can tell you that none of them are perfect. What attracted me to 3C was the fact that they offered integration for my current CRM.

3CLogic was able to not only replace the functionality of our previous system while improving reliability and support, but they have added additional functionality as well - all at a lower cost.

They take the extra time to help us understand the issue and assist us in learning things about the system that we are not aware of.

Always available and willing to help for as long as needed. Amazing robust product for a better price than similar products.

Overall we are very pleased and would recommend switching to this system if you haven't already.

All in all, I recommend 3CLogic. If you have an open API CRM like Salesforce or Sugar, 3CLogic is an excellent choice.

It really keeps my team member on their toes with the easy user friendly reporting system.

The user interface of the administrator portal is goodl it's very intuitive. Our agents like the client portal, as well.

There are so many issues - from caller id not working to leads not being recognized to the unexplainable. It's just been a horrible experience.

Good connections and sound quality. Did I say that customer service is amazing.

They are always willing to help and also teach me to help in the future. The ticketing system is very easy to use and is promptly responded to and updated.

I have been happy with this software and would recommend it to others.

The best! really great product easy to use with a amazing staff behind it for customer support.

Through a referral we were turned onto 3C Logic about 18 months ago. What a positive experience, from the technology to the superb and prompt US based customer service.

Two-ish years later and that is still true--the tech support as well as our account rep are really great, very quick to respond to our issues and dedicated at solving them.

It's a lot of work to change, requiring training and other obstacles, but their solution is so poorly designed that I have no choice.

They are extremely helpful and if they cannot assist they immediately escalate the issue to get the problem solved in a very timely manner.

We are a recruitment agency specializing in virtual assistants. I've been using it for the past 4 months and I have to say it's an excellent tool that really is helping my team to be efficient.

Most of them have been difficult to work with and have poor or almost non-existent customer service. Then we discovered 3C Logic.

The software has been really easy to use and learn. There have been a few things that took some time to figure out, but the 3C team has been extremely helpful.

Following implementation, 3CLogic has continued to work with us to develop additional capabilities and automation. Their customer support is fast, knowledgeable and effective.

Running a large call center we have tried many other cloud contact services. Needless to say, most all were a disaster and had a negative impact on our business.

The 3CLogic system is very user-friendly and functional. Our case manager has been wonderful going through everything with us, helping us understand how to best use the system to our advantage.

US Dollar

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. Key features include call recording, quality management, workforce management, analytics, and data management. AI-fueled insights and automated workflows empower users. The integrated platform provides insights to boost contact center efficiency and customer experience.

LongDescription

Blended Call Center

Call Recording

Outbound Call Center

Inbound Call Center

Computer Telephony Integration

Alerts/Escalation

Call Tracking Metrics

Employee Management

Leave Tracking

Quality Management

Performance Management

Activity Tracking

Variable Workforce

Agent Interface

Attendance Management

Approval Process Control

Labor Forecasting

Productivity Analysis

Customer Experience Management

Employee Time Tracking

Skills Tracking

Compliance Management

Performance Metrics

Queue Management

Time Off Management

Employee Database

Service Level Agreement (SLA) Management

Activity Monitoring

For Call Centers

Reporting/Analytics

Employee Scheduling

Online Time Clock

Call Monitoring

Third-Party Integrations

Employee Coaching Tools

Intraday Management

Real-Time Analytics

Call Tagging

Call Transfer

Customizable Reports

Real-Time Monitoring

Automatic Call Distribution

Voice Mail

On-Demand Recording

Call Center Management

Call Disposition

Call List Management

File Transfer

Call Routing

Recording

Contact Management

Real-Time Data

Call Reporting

Multi-Channel Communication

Caller ID

Event Triggered Actions

Activity Dashboard

Alerts/Notifications

Reporting & Statistics

Chat/Messaging

Interaction Tracking

Scheduled Recording

Call Tracking

Call Transcription

Archiving & Retention

Live Chat

Campaign Management

Customer Surveys

Leaderboards

Employee Reward Programs

Sentiment Analysis

Multiple Scoring Models

Screen Recording

Collaboration Tools

Process/Workflow Automation

KPI Monitoring

AI/Machine Learning

Real-Time Updates

Knowledge Base Management

Customer Journey Mapping

Feedback Management

Video Conferencing

Workforce Management

Virtual Assistant

Surveys & Feedback

Request Assignment

Email Alerts

Customer Service Analytics

Categorization/Grouping

Natural Language Processing

Sales Trend Analysis

Self Service Portal

Audio Capture

Data Security

Call Scripting

Language Detection

Visual Analytics

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

51-200

201-500

501-1000

1000+

Calabrio ONE

In Person

Live Online

Webinars

Documentation

Videos

3CLogic is a leading cloud contact center platform modernizing enterprise communications for employees and customers. Built on AWS, the solution provides advanced and scalable speech-enabled offerings for leading CRMs, including ServiceNow, Salesforce, SAP, and MS Dynamics. With deployments on five continents serving Global 2000 clients, 3CLogic drives digital transformation by improving CX, operational efficiency and reporting insights with dynamic IVR, CTI, AI, SMS, and speech analytics.

Calabrio ONE vs 3CLogic

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