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 streamlining of the scheduling and quality management process, has been a great selling point for the different groups. Teams are spending less time trying to figure out the data, and more time using the data to manage their teams.

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

some search features I wish were more flexible.

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

Info on home screen never populates anything.

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.

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

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.

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 is a very user friendly tool. The upgraded version provides a level of AI that was not previously available. We are pleased with the new features and that we have not lost the ease with which to navigate within the product.

I would love to see more automation with staffing (i.e. providing daily recommendations for time off parameters based on historical data)

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.

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.

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.

I have used Calabrio for more than four years and I have to say that from a recording and QA/training perspective, it is easy to use and the support you get from Calabrio is great. They listen to the customer, and make product improvements based on what WE want, vs what they THINK we want.

Pretty easy to use, but my favorite is the feedback and extent that they go to listen and understand our needs.

Sometimes, like all software, the upgrades don't go as smoothly for us, but the customer service on their end makes up for these issues.

As an IT administrator it is great to finally find a product that does require more time and attention than it is worth. After installing the suite I have only touched the systems to perform upgrades and routine maintenance. Other than that it is hand off and "just works."

The ease of use is what I talk about most with other users and potential users. End users have a hard enough time learning how to operate their email let alone a robust product suite like Calabrio One. The ease of use brings out confidence in my end users that I see affecting the way they use other applications.

Workforce Management is a beast of its own and although I might find it easy to learn and understand, for those coming from a lifetime of spreadsheets, I see difficulties. The training is overwhelming, but still very good. I am not sure how or what I would even change. Maybe the end users?

It is a really good tool for managing staffing, it makes easy work of distributing the workload within all your agents, making it simple and efficient. Provides an easy overview of weekly billable hours, and gives you a quick overview of the billable hours.

Straightforward forecasting, the schedule interface allows easy visibility for channel planning and skill adjustments during the week. The RTA alarms are really useful. Being able to divide the workforce into teams and groups really helps with information management.

The loading times can be slow, even with a fast and stable internet connection, the software loads a lot of information at the same time which may be one of the reasons.

From the start Calabrio has been a huge help. Even on the initial development, they were there to help us with the installation. The ability to record calls and then the ease of use from Supervisors to listen to the recordings is top notch. The UI is very thought out and works very well. When working with their support team to solve configuration issues they are extremely knowledgeable and are a huge help. They have helped us as well with upgrades and even architecture changes with helpful tips along the whole way!

Screen recording is huge and we are also looking at workforce management as an option, which has been very popular.

Browser support is lacking.

There are some good aspects to Calabrio, however, one of the issues we have found is if we need to update individual agents shift patterns. It necessitates updating everyone in the service queue. Whilst this is good in principle with regard to locking downshifts, due to our operational relationships it can cause issues & can be time consuming as Agents need to be updated through Agent schedules

Its easier in terms op optimisation - dragging breaks etc

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

I had previously used NICE & we changed over to Calabrio approximately 3 yrs ago. Customer Service is second to none & always there to help straighten any issues that may arise.

The ease of use & the newly added speed up & slow down function

Slowness of searches on occassion

Very wonderful experience with the product they have world class customer service and will help you fix any issues that may arise. This product makes it simple to keep track of your staffing,performance metrics and overall statistics.

Simple and easy to use

N/a

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

There is really nothing negative that I have found using Calabrio.

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

I dislike that the earlier version that we have is not compatible with

The product as a whole does everything that is needed by my organization. Support for the product is top of the line. Overall price point for the product is perfect as well.

Absolutely nothing. I have absolutely 0 complaints about this product.

The installation has taken a bit longer than expected. 28 enhancement requests submitted and ten defects found. However Calabrio scores high marks for their hard work to resolve these gaps from prior competitor products. Their focus on UX (User Experience) is one of the strongest aspects of their products. I appreciate them working with our company to mature their product and integrate with AVAYA platforms deeper than they have ever gone before. It will lead to a great relationship and better solutions for all customers.

User experience, Ad hoc task assignments, Live monitoring, and ability to get at some metadata. All in one solution suite is easy for users and administrators. Audit capability allows for good reporting.

Lack of experience with AVAYA ECHI (only ICHI supported) limits existing metadata transfer but this is being addressed with enhancement requests.

We use Calabrio to effectively coordinate between recordings and evaluations for hundreds of analysts, and the workforce management tools give analysts the extra incentive to review their evaluations as it's a one-stop-shop for a number of their needs.

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. 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.)

In version 9.5 there are areas to be desired in regard to reporting capabilities (in terms of being able to easy build and share one's own "question scores" reports rather than depending on pre-built reports.) It may be possible to somehow build these reports in, but my administrator doesn't know how. The good news is that the newest version, 10.5 or 11, is supposed to be really good with having a lot more in terms of built-in reporting capabilities.

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