All Calabrio ONE Reviews
1-25 of 144 Reviews
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John
Verified reviewer
Automotive, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2019
Optimizing operations with Calabrio 1
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.
PROSHaving 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.
CONSSome of the back end configuration is not as straight forward and intuitive as I would like.
Anonymous
501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
FUNCTIONALITY
3
Reviewed November 2020
Calabrio
The all in one aspects; WFM, QA, Analytics, and customizable reporting.
CONSThe 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.
Reasons for switching to Calabrio ONE
Cost was the driving reason to switch.
Alelie
Financial Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2024
Calabrio One App is the best tools for employees Scheduling issue
this is the BEST app to use for Employees scheduling issue
PROSeasy 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
CONSif the internet connection is slow the app will give you an error
Scott
Insurance, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
1
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
3
FUNCTIONALITY
1
Reviewed July 2019
Would Not Recommend
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.
PROSIt usually allows me to access when I attempt to log in.
CONSOur 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.
Reason for choosing Calabrio ONE
It was the only tool that met the requirements that the executives set at the time we needed it that also showed some functionality.
Reasons for switching to Calabrio ONE
The executives required a tool that was cloud based and would integrate with Amazon Connect. Genesys did not meet that requirement.
Spencer
Banking, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2024
Calabrio Review
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.
CONSIt sometimes runs slow and when I try to adjust my schedule, it gets a little laggy.
Sai
Executive Office, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2024
I highly recommend this tool
integrates workforce optimization, agent involvement, and business intelligence solutions into a single, cloud-based package that can evolve with the organization's needs
CONSCalabrio ONE is an fully integrated workforce optimization solution for a comprehensive customer engagement strategy.
Adrian
Banking, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed April 2024
Calabrio One
The ease of use and the information available in the system.
CONSInfo on home screen never populates anything.
Roxanne
Insurance, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2024
Perfect to helping with productivity
I love the recording they are clear and efficient
PROSI like that i am able to go back and review my call to see if i can improve in my customer service.
CONSit takes a couple of hours to see the phone call recording
Tamsyn
Public Relations and Communications, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2024
easy and simple to use
using the app from home makes it easy to see what shifts I've got coming up for the next week
CONSnot being able to see the availability for time off
Alan
Verified reviewer
Financial Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
2
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2019
Analytics in Calabrio
Overall it has been a good experience, testing at times but mostly good.
PROSEase of use and feature options. Being cloud based allows access anywhere you have an internet connection.
CONSThe reliability, seems to have bugs often.
Brian
Banking, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2020
We Love Calabrio and everything it has to offer!
The experience has been great since day 1.
PROSWe 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.
CONSWe love everything about it. There is nothing that we don’t like about the product.
Reason for choosing Calabrio ONE
What Calabrio had to offer. Their company culture. Ease of use and an All In One package.
David
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed July 2016
Calabrio WFM
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.
PROSThe 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.
CONSSome 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
Anonymous
5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2020
Great Product
I've had a great experience with Calabrio and would recommend any organization consider it if they are in the market.
PROSThe 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.
CONSI 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.
Reasons for switching to Calabrio ONE
The old system was much too expensive for our needs.
JAVIER
Telecommunications, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2021
Good solution to record calls.
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.
PROSThe 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.
CONSThe 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.
Lou
Education Management, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
FUNCTIONALITY
3
Reviewed February 2019
Calabrio QM
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.
PROSThis 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.
CONSI find the reporting feature in Calabrio to be the bare minimum and does not really provide much useful information.
Sara
Pharmaceuticals, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2023
Transformed Our Business
It has been a critical piece of success for our deliverables.
PROSEase of use, helps optimize the workforce, accurate forecasting, employee engagement.
CONSWe are running an outdated version that is being grandfathered.
Reason for choosing Calabrio ONE
Better features, ease of use, more capabilities.
Ranessa
Education Management, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed May 2023
Easy Product to Use
Calabrio ONE is easy to use and has a lot of features outside of call recording.
CONSI wish there was a way to integrate it into our CRM to make phone number searches easier but overall I like how it works.
Anonymous
10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2019
Calabrio one
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.
PROSThe software makes my job easy with detailed reports, goal setting, sound quality, and the ease of navigation.
CONSI 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!
Anonymous
1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed March 2019
Closing in the gap on Calabrio One
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.
PROSEverything 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.
CONSThe consistent bugs during implementation through upgrades.
John Anthony
Consumer Services, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2023
Calabrio Best Workforce Managing Platform
Overall this platform is the best and makes our daily lives easier.
PROSCalabrio is easier than other platforms and very user-friendly. Also cheap and easy to organize
CONSWhat 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.
Angie
Retail, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2016
Impressive entry for the win!
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.
PROSEase of use Look and feel Multiple types of Scheduling to fit our needs
CONSCannot display the entire day in one window - have to scroll Does not display hours scheduled on the main page - Neither does its competitors
Beth
Education Management, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed November 2016
Calabrio is GRRRREAT!
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.
PROSIt is easy to use and the people at Calabrio have been great to work with.
CONSWould like to see additional feature requests accomplished.
Ahmed
Consumer Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
FUNCTIONALITY
4
Reviewed December 2022
Calabrio experience
The most like in this app is easy to handle all of weekends to all employees in my company
CONSThe least like in calabrio som time is failure our holiday or annual holiday
Joel
Insurance, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2016
CallCenter saviors!
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!
PROSCovers almost everything I need for my call center.
CONSStill 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!
Mike
Oil & Energy, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2017
Very easy to use even for a beginner.
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.
PROSThe 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.
CONSSome 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.