Calabrio One Suite
Wer nutzt diese Software?
Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers.
Durchschnittliche Bewertung67 Bewertungen
- Gesamt 4 / 5
- Benutzerfreundlichkeit 4 / 5
- Kundenservice 4.5 / 5
- Funktionen 4 / 5
- Preis-Leistungs-Verhältnis 4 / 5
- Kostenlose Version Nein
- Kostenlose Testversion Nein
Cloud, SaaS, Web
Installiert - Windows
24/7 (Live Vertreter)
Angaben zum Hersteller
- Gegründet 2007
Über Calabrio One Suite
Calabrio ONE is a unified workforce optimization (WFO) software suite including call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics that transforms the contact center into a customer engagement center and a valuable source of customer insight. Easy to Use, Quick to Install, Simple to Support.
Calabrio One Suite Funktionen
- Berichterstattung / Analyse
- Gemischtes Call-Center
- Inbound Callcenter
- Interaktive Sprachantwort
- Manuelles Wahlsystem
- Progressives Wählersystem
- Prädiktive Wähler
Die hilfreichsten Reviews für Calabrio One Suite
Bewertet am 6.7.2016
Kommentare: 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.
Vorteile: 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.
Nachteile: 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
Bewertet am 10.1.2017
Calabrio One suite has a lot of potentials and they are starting to capitalize on it with integration between WFM, QM, and Speech Analytics.
For those unfamiliar with where to start...QM and Analytics are Calabrio's bread and butter. In a demo, they have surpassed many expectations and in practice, they have done the same as compared to other call recording technology out there. Although this isn't my area of expertise, I can easily see this from them and the integration between QM and WFM is solid. Agents can essentially get real-time feedback on call scoring from within the application while also navigating schedules, etc.
As for WFM...
Upon initial use of that application, it is easily an upgrade to most home-grown applications that companies deploy. The out of the box interface is simple enough for agents to use and I appreciate the multiple navigation options users have. The underlying data and setups for service queues, etc. can be a bit tricky at first. For environments that manage teams individually, this application has a lot of nice features. Limiting views and the newly release feature of schedule edit profiles has been a nice addition as well. For larger operations, especially those that have centralized operations and administrative teams, the filtering and visibility can be somewhat challenging. One glaring example is with real-time adherence. The concept exists within WFM, however, it does fall short, on large scale, because it cannot effectively display large groups of agents at once. When compared to NICE, Calabrio WFM cannot create thresholds to display those that are out of adherence at the top and cannot sort by agent states, time in state, etc.. You can pin agents to the top, but this is manual and does not help identify those that may be out of adherence. The sorting that is offered is mostly limited to scheduled times, naming, and date conventions. However, most larger enterprises have resources and manpower to overcome this challenge by building external tools to coincide. WFM clearly has room to grow and some functionality takes on great concepts but just falls short on initial execution. However, the partnership garnished with Calabrio and their quest for feedback is encouraging. That much has turned much pessimism into appreciation and excitement for the future. Having 12+ years experience in the industry, I would say the QM/SA is very good, WFM is decent out of the box, having much potential with patience.
Bewertet am 11.8.2016
Kommentare: My experience with Calabrio has been great, it is a tool that evolves with your needs. Really easy to use at all levels, whether you're an agent, supervisor, or admin, this is a tool that works for you, and with you.
Vorteile: work flows is one of my favorite features. Being able to sort thru hundreds of PTO requests and actually know that thru a work flow, you will only get those that really need to be looked at is amazing. Intraday Dynamic scheduling, gamification... Ohh and schedule editing rules.
Nachteile: The reporting part of WFM could use a little love... Is nice that we can schedule reports to be emailed, but would be nice if we could add a subject, or once you save the report, the ability to rename it, or even a "run now" button. Other than that, I love it!
Bewertet am 5.4.2019
Solid WFO platform, continuously evolving with new features
Kommentare: 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.
Nachteile: 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.
Bewertet am 19.2.2019
Calabrio One QM
Vorteile: What I like most about the Calabrio software is the ability to easily search, filter and find recorded calls. The web-based program offers multiple options for search criteria, which allows for various ways find results. This allows agents, qa specialists and management to quickly and efficiently locate recordings and evaluations.
Nachteile: What I like the least with the Calabrio software would be in the Reporting structure. My team would greatly benefit for more functionality when it comes to the Reporting feature. Typically, we run reports directly from the recorded calls or by evaluations completed. The Reporting feature in 9.5 does not allow for all reports to be run in a way that is valuable to our department.