We have been able to see great improvements within the contact center since we started using C1. The team helped us optimize the tool for our needs to achieve 95%+ accuracy in forecasting.

Having all the tools within a single application. I am able to switch from one too the the other without having to open a new browser window or launch a new application. It also makes it easier to have a more wholistic view of what is happening within your contact center because the reporting is also intergrated.

Some of the back end configuration is not as straight forward and intuitive as I would like.

The ease of use and the information available in the system.

Info on home screen never populates anything.

What I like: *I like their overall product direction that allows agents to pick their schedule and have some freedom. I think that goes a long way toward employee engagement. The concept of dynamic scheduling is an example. *We have had to work with their Support and product teams a good bit as we implemented and they have been very responsive. Not everything we want changed is on the road map but they have been up front about the process which is appreciated. *They provide software updates several times a year. So far product management seems in touch with the areas of opportunity. *Dashboard functionality is a great option for agents and managers to set up widgets that are important to them. *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. Opportunities: *They should implement a way to schedule for 1 to many volume like chat. *Scheduler's user interface is not as intuitive as it could be and some day to day tasks like exceptions take more clicks than we'd like. *The messaging functionality is hard to manage because you can't filter the messages. *Would like to see proactive alerts implemented - notifications to mgrs and\or agents for various situations. We have only been using the tool for a year and there is some functionality that we haven't had a chance to research and implement. It has not been all sunshine and roses but we are making progress. I look forward to working with Calabrio as it evolves based on user feedback.

I love that Calabrio can be an all-in-one resource for WFM, QA, and Call Recording. It allows us to create custom dashboards, reports, and visualizations to help our teams better understand their performance and data.

The piece that I like least is the complexity within the version that we use to create the custom reports. While it is more challenging the support we have received from the Calabrio team has been amazing.

I really like the new updates on this app it lets you know right away if your approved for VTO or not, instead of guessing all day and not getting a reply. This version is way better

when VTO was pending and no reply that was a pain

I love the recording they are clear and efficient

I like that i am able to go back and review my call to see if i can improve in my customer service.

it takes a couple of hours to see the phone call recording

using the app from home makes it easy to see what shifts I've got coming up for the next week

not being able to see the availability for time off

Ease of use when it comes to recordings and scheduling.

Occasionally you have to log out & back in to get to the original tools.

No cons for this product- all requirments met

easy access and time management experience

No cons for this product- all requirments met

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

Ease of use and feature options. Being cloud based allows access anywhere you have an internet connection.

The reliability, seems to have bugs often.

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.

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.

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

Calabrio One's call recording portion is full featured and easy to use; their quality monitoring portion is equally set to allow users to create multiple call quality forms and track variations on call quality monitoring. The workforce management portion still could use a few more features, but overall it's seamless to navigate through these portions of the tool.

Calabrio excels above the other workforce management platforms I've used in terms of user friendliness. 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. Calabrio seems to truly care about and respond to feedback from their customers, and I've appreciated their support and user forums.

In my role I use Calabrio primarily for workforce management, and that portion of the platform is still evolving. If you are a company that has never had a workforce management platform, Calabrio may be a great entry point for you. If you have already used or are currently using one of the other industry leaders, be sure to do your research, as some features you are familiar with may be quite different in Calabrio. Their approach to shift bids for instance--steering away from traditional shift bids to their hallmark dynamic scheduling model--may be a challenge for companies continuing a traditional shift bid model.

My experience with Calabrio has been great, it is a tool that evolves with your needs. Really easy to use at all levels, whether you're an agent, supervisor, or admin, this is a tool that works for you, and with you.

work flows is one of my favorite features. Being able to sort thru hundreds of PTO requests and actually know that thru a work flow, you will only get those that really need to be looked at is amazing. Intraday Dynamic scheduling, gamification... Ohh and schedule editing rules.

The reporting part of WFM could use a little love... Is nice that we can schedule reports to be emailed, but would be nice if we could add a subject, or once you save the report, the ability to rename it, or even a "run now" button. Other than that, I love it!

I would say this product is a solid 8/10. I love the efficiency and the help we get from Calabrio. I love being able to monitor my agents and the knowledge i have gained form the system, but there is always room for improvements.

I love being able to utilize application management copying schedules, monitor agent views, and the efficiency this product gives my team and I. The product took a little to get used too but after working it for a week, i was very knowledgeable and understood most of the systems.

I really wish that we can add a feature to copy scheduled activities without going in to application management. If we could 'right click' and see copy where insert and schedule history is and then just copy to whoever's schedule under agent schedules.

The WFM product has added lots of functionality that assists large contact centers with their day to day operation. Calabrio is a leader for small - medium sized centers and is improving everyday on its large contact center experience.

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

Having to search for a specific agent request for a center with 2000+ agents is difficult to do. Managing the weekly hours for a Part time workforce is hard when having to run a report to see hours scheduled every time an exception is being added.

I really enjoyed Calabrio Suites and had good experience with it. I really like how it made the representatives take responsibility for their stats.

Calabrio One Suite is a great software for your call representatives to have. It allows them to keep an eye on their stats and puts the responsibility into their hands on making sure that they are meeting their goals.

It can hard to read and understand how to use and find everything if you do not train your representatives on it. If someone is not tech savvy it could be a little confusing for them.

Calabrio does the job of recording calls, performing QM evaluations, etc. Would have liked to have gotten monitoring and analytics as part of the purchase package. What is a little frustrating for our business users is the reporting package for querying data out longer than 6 months. As they explain, 'it seems to bomb out' and they were told if they had someone that could write reports using the raw data they would be able to run reports for longer periods of time.

Ease of querying calls for specific information.

Troubleshooting why a user is not recording. Seems to happen quite frequently in our environment.

Really easy to use, has all the features we need and integrates well with other software.

Not much to complain about - we use other complementary software so together it has been a great solution for us.

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!

The ability to add numerous filters when searching for a particular recording.

Sometimes when you speed up or slow down the voices are jumbled.

This is the best system to use for workforce management in the BPO industry. Live monitoring of employees status and schedules to avoid lost hours. You can also access daily records of agents workflow. Work avoidance can be easily determine by this tool.

None at all when it comes to workforce management

Overall this platform is the best and makes our daily lives easier.

Calabrio is easier than other platforms and very user-friendly. Also cheap and easy to organize

What I didn't like with Calabrio is the updates, something it is having, but this is very understandable since it needs an upgrade for better features.

Calabrio has been the most fluid product I have ever used. When we requested upgrades they had them out to us in Months (not years like others). The product is cloud based for some and Premise based for others, leading to a product easily adaptable to all.

Ease of use Look and feel Multiple types of Scheduling to fit our needs

Cannot display the entire day in one window - have to scroll Does not display hours scheduled on the main page - Neither does its competitors

We started with Calabrio in February of 2014. The implementation and roll out of Calabrio was very successful. We had to train roughly 3,000 employees on the use of Calabrio and that was done with ease, thanks to the Calabrio's intuitiveness.

It is easy to use and the people at Calabrio have been great to work with.

Would like to see additional feature requests accomplished.

The most like in this app is easy to handle all of weekends to all employees in my company

The least like in calabrio som time is failure our holiday or annual holiday

From day one, Calabrio has made our Call center more manageable: from scheduling optimization to ease of access of recorded calls. I really hope to add more functionality with version 9.5, the cloud, and/or Analytics!

Covers almost everything I need for my call center.

Still a work in progress, so upgrades to the latest version are necessary to get the latest greatest features...I hear their new cloud offering takes care of that for you!