ddd at a outsourcing company with 501-1,000 employees
Real User
Top 20
Jul 12, 2026
I use Calabrio ONE for small retail verticals from one of the projects like Mattel and other pieces as well for delivering the POC at the client side. I was working on almost three to four projects where I have been deeply involved with Calabrio integrations with Amazon Connect and C-CAST. My main use case for Calabrio ONE in those projects is basically for agent forecasting and scheduling. At that time, the native integration with Amazon Connect was not available, so we were considering other vendors as well, but we went with Calabrio because it was very impressive at that time. The AI insight was phenomenal in terms of reporting and analytics capabilities during what was shown, and it really provided value to the company. Overall, the performance and helping the supervisor with scheduling and forecasting was really good. Calabrio ONE helped with forecasting and scheduling by evolving in its capabilities over time. When we were moving with C-CAST and Amazon Connect integration, and when we compared with NICE and other vendors we were dealing with, we found Calabrio more sophisticated in terms of advanced forecasting and analyzing the E-S and historical interaction data. The focus on managing holidays as well as weekends and month-end spikes was very quick and intuitive, and very easy to use for generating forecasts for queuing skills and channels. Overall, it helped with the client regarding events like Black Friday when suddenly the spike happens. The historical data and forecasting were increasing in terms of estimating how many agents are required each hour. It was really helpful overall. The performance in terms of agent skill clarifications and time zone management was very helpful because the agents were in different time zones.
Our main use case for Calabrio ONE is in scheduling and adherence, where we use it to track agent performance and adherence throughout the day. We also use it for scheduling and forecasting. The main use that we have on a daily basis is the adherence part, which involves checking correct adherence to schedules and comparing the current actual schedule with what agents are doing in the CRM. The adherence tracking helps my team by providing a current and actual view of how many agents we have in those intervals and whether they are adhering to the current schedule and performing the activities they are supposed to be based on their previous scheduling. For example, we are working on an account which is built by adherence and requires monitoring by interval. We have Calabrio ONE linked with our CRM, and that is mainly the use that we do in real-time because Calabrio ONE is predominantly used by our real-time team. That is the goal and how we are using it right now.
Assistant Manager at a tech vendor with 10,001+ employees
Real User
Top 20
Jul 11, 2026
My work on Calabrio ONE involves adding and updating schedules, as well as onboarding and offboarding agents. When I need to onboard or add new agents to Calabrio ONE, I log into my Calabrio account and add the users in Calabrio ONE's remote desktop version. After adding users, I check their schedules and update them if necessary.
Sales, Retention, And Customer Service Agent at a insurance company with 1-10 employees
Real User
Top 20
Jul 10, 2026
As an agent, I use Calabrio ONE for monitoring my shifts, including when my schedule breaks and meal times are or when scheduled offline meetings, coachings, or one-to-ones occur. One of our main KPIs is adherence, and I use Calabrio ONE to monitor my overall adherence for the month, besides monitoring my breaks. Adherence takes into consideration what time I go on break, what time I get back, what time I start my shift, what time I end my shift, and if I was actually on shift. In order for me to qualify for my commission, that adherence needs to be above 95%. Daily and consistently, I use Calabrio ONE to monitor my previous day's adherence, checking what percentage I am on month to date, and then knowing where I need to adjust or improve on my timekeeping. I also use it to make sure that I am at work on the days when I am supposed to be at work. One of the other major things is my stats. Monitoring my hold and wrap, my actual handling time of calls gives me a broad and detailed breakdown of my statistics, which helps me as an agent to perform at my best and know when to change the way I am doing things if my stats are looking unfavorable. I find Calabrio ONE much more efficient than the system we were using before, which I cannot even remember the name of because it was that ineffective. It helps me to perform at my best and to know when I need to improve on what I am doing, giving me a detailed breakdown of my statistics. Calabrio ONE provides a broad breakdown of my statistics in a detailed format beyond monitoring breaks and meals.
My main use case for Calabrio ONE is recording. I have been using Calabrio ONE for more than five years, in UKs one of the biggest beverage company and some other companies are my clients who have deployed recording as a solution.
Calabrio ONE is a comprehensive suite designed for customer experience management, offering workforce optimization, analytics, and performance management features to streamline contact center operations.Calabrio ONE delivers tools to enhance staff productivity and elevate customer interactions. With analytics-driven insights and workforce management capabilities, it empowers organizations with data-led decision-making for operational efficiency, ensuring streamlined communications and...
I use Calabrio ONE for small retail verticals from one of the projects like Mattel and other pieces as well for delivering the POC at the client side. I was working on almost three to four projects where I have been deeply involved with Calabrio integrations with Amazon Connect and C-CAST. My main use case for Calabrio ONE in those projects is basically for agent forecasting and scheduling. At that time, the native integration with Amazon Connect was not available, so we were considering other vendors as well, but we went with Calabrio because it was very impressive at that time. The AI insight was phenomenal in terms of reporting and analytics capabilities during what was shown, and it really provided value to the company. Overall, the performance and helping the supervisor with scheduling and forecasting was really good. Calabrio ONE helped with forecasting and scheduling by evolving in its capabilities over time. When we were moving with C-CAST and Amazon Connect integration, and when we compared with NICE and other vendors we were dealing with, we found Calabrio more sophisticated in terms of advanced forecasting and analyzing the E-S and historical interaction data. The focus on managing holidays as well as weekends and month-end spikes was very quick and intuitive, and very easy to use for generating forecasts for queuing skills and channels. Overall, it helped with the client regarding events like Black Friday when suddenly the spike happens. The historical data and forecasting were increasing in terms of estimating how many agents are required each hour. It was really helpful overall. The performance in terms of agent skill clarifications and time zone management was very helpful because the agents were in different time zones.
Our main use case for Calabrio ONE is in scheduling and adherence, where we use it to track agent performance and adherence throughout the day. We also use it for scheduling and forecasting. The main use that we have on a daily basis is the adherence part, which involves checking correct adherence to schedules and comparing the current actual schedule with what agents are doing in the CRM. The adherence tracking helps my team by providing a current and actual view of how many agents we have in those intervals and whether they are adhering to the current schedule and performing the activities they are supposed to be based on their previous scheduling. For example, we are working on an account which is built by adherence and requires monitoring by interval. We have Calabrio ONE linked with our CRM, and that is mainly the use that we do in real-time because Calabrio ONE is predominantly used by our real-time team. That is the goal and how we are using it right now.
My main use case for Calabrio ONE is that we rely on it most for scheduling and forecasting.
My work on Calabrio ONE involves adding and updating schedules, as well as onboarding and offboarding agents. When I need to onboard or add new agents to Calabrio ONE, I log into my Calabrio account and add the users in Calabrio ONE's remote desktop version. After adding users, I check their schedules and update them if necessary.
As an agent, I use Calabrio ONE for monitoring my shifts, including when my schedule breaks and meal times are or when scheduled offline meetings, coachings, or one-to-ones occur. One of our main KPIs is adherence, and I use Calabrio ONE to monitor my overall adherence for the month, besides monitoring my breaks. Adherence takes into consideration what time I go on break, what time I get back, what time I start my shift, what time I end my shift, and if I was actually on shift. In order for me to qualify for my commission, that adherence needs to be above 95%. Daily and consistently, I use Calabrio ONE to monitor my previous day's adherence, checking what percentage I am on month to date, and then knowing where I need to adjust or improve on my timekeeping. I also use it to make sure that I am at work on the days when I am supposed to be at work. One of the other major things is my stats. Monitoring my hold and wrap, my actual handling time of calls gives me a broad and detailed breakdown of my statistics, which helps me as an agent to perform at my best and know when to change the way I am doing things if my stats are looking unfavorable. I find Calabrio ONE much more efficient than the system we were using before, which I cannot even remember the name of because it was that ineffective. It helps me to perform at my best and to know when I need to improve on what I am doing, giving me a detailed breakdown of my statistics. Calabrio ONE provides a broad breakdown of my statistics in a detailed format beyond monitoring breaks and meals.
My main use case for Calabrio ONE is recording. I have been using Calabrio ONE for more than five years, in UKs one of the biggest beverage company and some other companies are my clients who have deployed recording as a solution.