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