Calabrio ONE Reviews & Product Details

It provides real time changes to my day and the ease of use is one of the best.

The customer support is easy to contact and the frequency of use is daily.

There are a number of features that provides a great opportunity to customize selections. Review collected by and hosted on G2.com.

Calabrio ONE users have reported several dislikes including: cumbersome scheduling processes, inaccurate data analysis, slow loading times, and limited features in certain areas. Some users also find the interface confusing and the terminology inconsistent. Additionally, the cost of some features and the limitations of the API are also points of criticism. Review collected by and hosted on G2.com.

I use Calabrio ONE for QA purposes — and the transcription accuracy is excellent, so evaluations are precise. It’s easy to navigate: finding calls and filtering is fast and intuitive, especially for QA searches and coaching use cases

Reporting is robust and fast—I can pull insights and coach metrics without delay. Its really easy to navigate. I am still getting use to the insight feature.

Currently on a trial for auto qm. Auto QM and Interaction Summary features automate evaluation and summarization of interactions, reducing manual work and increasing consistency in scoring is a big plus for our quality team in general. I am loving the technology. Review collected by and hosted on G2.com.

I haven't found anything that i dislike. Review collected by and hosted on G2.com.

One of the best things I like about Calabrio One is having a Unified Platform without having to switch between different systems - WFM scheduling, QA call recordings, and analytics are all in one place. Review collected by and hosted on G2.com.

The Classic WFM version of Calabrio One could use an upgrade i.e. Forecasting and agent schedule management can be slightly cumbersome. It's still a valuable platform, but improving minor areas would make it much more practical for day-to-day workforce-related management. From what I've seen of their new WFM, there have been some new improved enhancements that may be worth looking into. The great news is we'll be staying the Calabrio Family and be upgrading to new WFM this year! Review collected by and hosted on G2.com.

Oddly the thing I like best isn't any one feature, it's the responsiveness of the Calabrio team. Their Ideas Portal allows you to add ideas on improvements or features you'd like to see in the future. Calabrio releases new features and upgrades at least twice a year and there's a good chance one of your ideas can be included. They really listen to their customers. The community is amazing. Every month they have a Linkup where Calabrio users can ask questions, get advice, share examples of dashboards/reports, find out about new updates, what's on the roadmap. Those sessions have been hugely helpful! Besides that though, the WFM product is great to work with, and with AI being introduced in the web platform, it can lighten the forecaster's load to focus on other things.

Overall a really easy system to use. The implementation was pretty good as far as implementations go. The engineers really listened to what we needed to get out of our telephony feed and created codes that we could understand and manage post implementation. Any issues we've raised through tickets since, have been addressed in a timely manner and they don't leave you hanging.

I use the WFM platform every day as well as the new reporting platform Insights and rarely have issues. A really easy system to learn how to use and the more you use it, the more you learn about your business! Review collected by and hosted on G2.com.

Not much to dislike. Sometimes features are rolled out a bit prematurely, with need for improvement. But the community calls, Ideas Portal are great ways to suggest improvements and ideas to make them work better. A few wish list items for sure: to be able to notate each event added, that you could choose the adherence calculation being used in the MyTime App. But these are just gravy, all in all a great WFM system. Review collected by and hosted on G2.com.

I appreciate Calabrio ONE for its comprehensive suite of features such as ease of use, it's effective scheduling notifications which simplify my daily task management and easy access. This tool helps organizations improve ease of Integration, which is frequently of use. Review collected by and hosted on G2.com.

Users sometimes mention certain challenges with Calabrio ONE, such as its complexity for new users, the learning curve involved in mastering all features, or occasional issues with system integration and limited features. Review collected by and hosted on G2.com.

The support staff by far is what makes Calabrio stand out from competitors. Training was great, and issues are addressed and resolved quickly. There was never an issue that required escalation, and our account executive always communicated updates proactively. Review collected by and hosted on G2.com.

Email volume does not track well in Calabrio; you cannot see a growing backlog and must rely on external tools for that. Long-term forecasting is also challenging to do efficiently as you are required to walk through many steps that don't easily copy over to multiple workloads (skill groups). Review collected by and hosted on G2.com.

I enjoy the ability to use Intra day dynamics to ensure when things change in the call center I can adjust breaks and lunches quickly to make sure the customers are not affected. I am impressed with the Success Center and the employees willing to assist me when I am having trouble with just about anything. Review collected by and hosted on G2.com.

The parts I dislike are because of our inner company tools and nothing to do with the Calabrio software. Review collected by and hosted on G2.com.

Calabrio One automatically completes my manual tasks, such as meeting scheduling, allowing me to focus on building dashboards and analytics. I'm able to provide the rest of our team the data they need upfront to be successful and impactful in their roles as supervisors or managers. Review collected by and hosted on G2.com.

I have not found a downside to the system through my use of the system. Review collected by and hosted on G2.com.

The Calabrio One Cloud Client is very intuitive and user friendly. There is a ton of great out of the box features! I DO think that is important in my opinion to have admin access to the tool. If Calabrio will be managed via 3rd party and you wont be able to tinker with it to really take advantage of some of the more advanced and powerful features, you might find the experience a bit more unpleasant. There are ALOT of features and most of them are being iterated on and updated regularly. There is a lot on the roadmap as well that will solve some of the more minor complaints with usability or nice to haves. Overall if you need a great WFM tool that works well out of the box with a low floor of entry and a high ceiling of usability and powerful features Calabrio is a great choice! Review collected by and hosted on G2.com.

There are a few features like the meetings module that can have wonky interactions with schedules. Mainly i think its a symptom of growing pains from when Calabrio acquired Teleopti and integrating other tools to it. In the 4 years that i have used it i have seen tremendous strides in functionality and bug fixes but there are some interactions that i just chalk up to it being quirky sometimes. Currently there is also two different surfaces you have to work on, The Calabrio One Cloud Client and the remote Desktop Web Client. More and more features are being moved from the remote desktop client and added to the Calabrio One Client which eventually will result in no longer needing the remote desktop surface. It's still in progress but i can see in a year from now (+/- a few months) having a much more streamlined experience for the back end users (wfm analysts, schedulers, admins etc.) The front end that the agents use is great and only need the one surface. Review collected by and hosted on G2.com.

Mi piace per la sua interfaccia intuitiva, la reportistica robusta e l'integrazione senza soluzione di continuità con altri sistemi. Review collected by and hosted on G2.com.

Areas for improvement include issues with data accuracy, scheduling, and feature availability. Some users have also noted that certain features are not as intuitive as they could be and that the platform can experience performance slowdowns with large data sets. Review collected by and hosted on G2.com.