Calabrio ONE Reviews

Call recording and evaluation.

We have been able to use call recordings for training as well as perform staff performance evaluations.

Reporting and email notifications to agent when they have received evaluations of their call recordings.

Our business users indicate that the reports generated could be 'better'. As I am the administrator, I'm not quite sure what reports they are looking for or how they can be improved.

The other item was, they would like the recorded agents to receive notification via email when their call evaluation is complete. Currently, with the 9.2 release, the agents need to log into Calabrio to check they have any evaluations to review.

Since 2012.

We experienced minimal deployment issues but were met with the highest level of support to resolve them from Calabrio representatives.

No, but stability of any vendor provided application is only as good as your designed network.

No, we currently have 535 agents using AQM.

Calabrio representatives work in conjunction with our VoIP service/support vendor to ensure our needs are met.

Our organization is unique in that we first work through our in-house technical staff before contacting our service vendor who in turn contacts Calabrio if necessary. Whenever we have needed to engage Calabrio engineers the support has been acceptable.

No.

Quite straightforward. However, after using the software we found that we probably didn't need to put all our agents into AQM licensing and could have gotten by with basic call recording licenses to save money.

I believe our implementation was more through in-house with support from vendor team. I think it would have been better to utilize the expertise of Calabrio for the initial implementation and then use our internal techs for any additional implementations. We may have had better understanding of the features/functionality of the software utilizing Calabrio more on the initial implementation.

Make sure you know what type of licensing you need. Do you just need to record calls? Will you be using call evaluation forms?

No.

Make sure you have someone that has an understanding of this type of software and what the business needs are. If you go into purchasing a product that your vendor has shown you, chances are they presented all the bells and whistles of the product and your business may not need everything or vice versa, you may think you are getting all the bells and whistles but you didn't purchase the whole package.

The most valuable feature is the ability to reach out to Calabrio with questions and suggestions.

Gamification: We need help developing it, and what is currently shown is not enough.

They have introduced gamification in the latest release, and although we don’t have it yet - it is still in our testing lab - it seems like they don’t have much set up for it. Our thoughts on gamification were that there would be levels and ‘badges’ that can be earned that we could customize based on our forms.

I have used it for four years.

We encounter deployment issues, but our IT team works with Calabrio to minimize them.

Our IT team works with Calabrio on stability issues.

Customer service is very good; at conferences, they are very receptive.

Technical support is good; we go through our IT team, so they would be a better judge.

The flexibility of scheduling through dynamic availability, work shifts, and dynamic scheduling is invaluable.  They have something to fit each type of agent we have.  Our work from home team is very large and this allows us to maximize them fully.

We have been able to use their software to solve our agents needs for flexible scheduling.  Our agents wanted the ability to choose their hours and still meet the needs of our customers.  The Dynamic scheduling allows our WFM team to insert shifts when we need them and the work from home team can sign up when they would like to work.

Some of these new scheduling options are just that, new.  So, updates are happening to ensure the product functions the way it was intended.  Calabrio has been great at support to address these areas.