The reports are extensive and if you find that they're lacking in anyway you can either build your own custom reports or request it be done for you by their excellent support staff.

Excellent, Highly recommend great platform and great people to work with.

Good, learnt lots about it and find the report i need when i need it and managed to see real time results to help with this.

Great overall experience and relationship with our Account Manager and the Support teams. The product developments and updates makes MC a game changing solution that we could happily recommend.

Clunky and difficult to use more complex features.

Operationally really good, excellent support staff - easy to on board and deploy.

I have worked with Max Contact as an engineer and PM for over 10 years and rate the service provided top notch with great relationship with account manager and the support/project functions.

Out account manager Nigel is always readily available if ever needed. Support staff provide a first class service on getting a quick turnaround on getting a resolution on any concerns.

Also the webinars and industry meeting they host are a great benefit that I'd encourage anyone to take advantage of.

In the past when the system has been down it has affected the business across all campaigns and in return affected the clients and agents costing the business a significant loss of revenue.

Brilliant Solution from an evolving provider. A passionate team behind the scenes.

Happy with service and support so far and look forward to see how we can develop this further.

Really good, appreciate the dialler capability and ease of use for agents.

Overall functionality and ease of use is the most popular standout feature of MC.

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.

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.).

Great Product and Great Support with a Great Price.

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.

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.

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 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.

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.

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

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

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.

Pound Sterling

MaxContact is an omnichannel contact center solution that is designed for businesses across different sectors including BPO’s, financial services, utility providers, and more. Supporting inbound and outbound operations, MaxContact ensures that businesses have access to all the features they need in order to succeed.


MaxContact's highly configurable IVR can automate processes for inbound channels such as payment processing, CRM lookups, and agent/caller matching. For outbound operations, MaxContact's predictive dialing algorithm automatically manages calls throughout the business day so agents can focus on calls that matter. Omni-channel capabilities allow agents to manage customers across all available channels, allowing them to handle a number of interactions at any one time with push/pull functionality. 


Features include drag and drop scripting, IVR automation, campaign management, predictive dialing, quality management, workforce management, intelligent reporting, business analytics, and real-time dashboards.









LongDescription

Real-Time Analytics

Pre-recorded Messages

Call Transfer

Quality Management

Surveys & Feedback

Multi-Channel Management

Lead Capture

Performance Management

Customizable Reports

Activity Tracking

SMS Messaging

Shift Swapping

Real-Time Monitoring

Sentiment Analysis

IVR/Voice Recognition

Automatic Call Distribution

Variable Workforce

Agent Interface

Voice Mail

Timesheet Management

Auto-Dialer

Blended Call Center

Categorization/Grouping

Communication Management

Customer Database

Call Recording

Call Logging

Integrations Management

Collaboration Tools

Automated Routing

Natural Language Processing

Labor Forecasting

Sales Trend Analysis

Call Center Management

Call Disposition

Progressive Dialer

Data Import/Export

Call List Management

Call Routing

Self Service Portal

Text to Speech

Contact Management

Customer Experience Management

Outbound Call Center

Answering Machine Detection

Lead Management

List Management

Skills Tracking

Survey/Poll Management

Audio Capture

Compliance Management

Real-Time Data

Call Scheduling

Performance Metrics

Inbound Call Center

Data Security

Call Scripting

Phone Key Input

Call Reporting

Multi-Channel Communication

Queue Management

Social Media Integration

Real-Time Notifications

Language Detection

Time & Attendance

Multiple Scripts

Workflow Management

Predictive Dialer

Email Management

Caller ID

Campaign Specific Caller ID

Budgeting/Forecasting

Time Off Management

Visual Analytics

Activity Dashboard

Alerts/Notifications

Employee Database

Computer Telephony Integration

Reporting & Statistics

Predictive Analytics

Automated Scheduling

Real-Time Chat

Chat/Messaging

Interaction Tracking

Manual Dialer

Multi-Language

Alerts/Escalation

Real Time Reporting

Chatbot

Compliance Tracking

Power Dialer

Reporting/Analytics

Automatic Transcription

Contact Database

Monitoring

Employee Scheduling

Online Time Clock

Voice Customization

Please contact MaxContact directly for pricing information.

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

51-200

201-500

501-1000

1000+

MaxContact

In Person

Live Online

Webinars

Documentation

Videos

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.

MaxContact vs Calabrio ONE

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