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 all in one aspects; WFM, QA, Analytics, and customizable reporting.

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.

this is the BEST app to use for Employees scheduling issue

easy to manage and use, can be access by anyone/employee weather compute or smart phones real time update, can request schedule update up to 2 months prior

if the internet connection is slow the app will give you an error

I would not consider it positive. The company has spent considerable time creating an illusion that the program works as designed in order for our business units to accept this program.

It usually allows me to access when I attempt to log in.

Our company how multiple bug tickets open, including for such basic features as time off requests, overtime insertion, and Calabrio will oftentimes say the program is working as designed when we open a ticket, such as when it was pointed out that it was basing the AHT weight on calls offered instead of calls answered.

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.

It sometimes runs slow and when I try to adjust my schedule, it gets a little laggy.

integrates workforce optimization, agent involvement, and business intelligence solutions into a single, cloud-based package that can evolve with the organization's needs

Calabrio ONE is an fully integrated workforce optimization solution for a comprehensive customer engagement strategy.

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

Info on home screen never populates anything.

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

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.

The experience has been great since day 1.

We currently have the full suite. 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.

We love everything about it. There is nothing that we don’t like about the product.

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

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

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.

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.

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.

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.

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.

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.

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.

I find the reporting feature in Calabrio to be the bare minimum and does not really provide much useful information.

It has been a critical piece of success for our deliverables.

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

We are running an outdated version that is being grandfathered.

Calabrio ONE is easy to use and has a lot of features outside of call recording.

I wish there was a way to integrate it into our CRM to make phone number searches easier but overall I like how it works.

We moved from a previous software that was stuck in the Mesozoic Era. Calabrio exceeded our expectations when looking for a replacement and has been great about rolling out new features and meeting the needs of their customers.

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

I do not have any Cons to share at this time. When something is not properly working calabrio is quick to respond. The customer service has been fantastic!

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.

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.

The consistent bugs during implementation through upgrades.

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!

My role is a lot easier as I used to compile and complete all WFM tasks by hand in Excel. My reports came from a multitude of sources but now it is 2 sources only.

The Analytics is just phenomenal, allows to target those customers that are "thinking" of leaving. We can get a jump on ensuring to save those customers by contacting them before they contact us.

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.