Calabrio ONE Reviews & Product Details

As a Calabrio system administrator for the past seven years I have worked with the product and many of it's features as the product evolved. Calabrio delivers on reliable performance, flexible options to support changing business needs and excellent support to implement innovative new features and maximize return on investment. Calabrio offers an immense knowledge base and easily accessible training materials for any level of user, from end user to system administrator. Calabrio was and remains a valuable solution for our quality management and voice recording needs. The product integrated easily with our existing phone system and contact center. Over the years my organization has relied on Calabrio, it's been smooth sailing. Our customer success manager helps ensure we get the support we need and takes the time to learn about our business needs and goals. Calabrio technical support responds to any issues we have, typically with changes or configuration questions, and they are willing to provide timely, hands-on support to ensure our needs are met. Review collected by and hosted on G2.com.

I can't think of anything I dislike about Calabrio. At one point, the cost for advanced analytics was prohibitive but Calabrio ONE (cloud) makes the price point much more palatable for stakeholders - the number of features Calabrio delivers and constantly improves is staggering when compared to other products in the voice recording and analytics arena. Review collected by and hosted on G2.com.

The different ways that the tool can be used. We use it for Analytics, WFM, QM hopefully soon to be AI. We love working with our Customer Success Manager Sumner. He is very attentive with what we need. We use Calabrio everyday for over 500 hundred agents half of those are WFM. Our agents have easy access to their recordings and evalutations to better their selves if need be. Review collected by and hosted on G2.com.

Our downside right now is that we are in the process of upgrade to the new WFM so we do not have all the new features to use. With that we do not get our recordings until 2hrs after they are done. Review collected by and hosted on G2.com.

I love the accessibility and support Calabrio ONE offers to its users. Calabrio’s team is genuinely dedicated to fostering a collaborative community, with monthly Customer Connect meetings that provide an invaluable opportunity to share ideas and best practices with other users. Their Calabrio Success Portal is top-notch, offering a wealth of resources and tools that make it easy to maximize the platform’s capabilities. Plus, Calabrio ONE itself is intuitive and user-friendly, making it easy for our team to get up to speed quickly. The combination of a supportive community, exceptional resources, and ease of use makes Calabrio ONE a standout solution. Review collected by and hosted on G2.com.

As someone who isn’t the most tech-savvy on our team, I sometimes find myself needing to look up the technical jargon that comes up in discussions. That said, there's honestly little to dislike about Calabrio ONE itself. Anytime a question or minor issue does arise, Calabrio’s team is incredibly responsive, offering helpful ideas and solutions right away. Their support and willingness to guide users through any challenges make the experience smooth and reassuring. 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 Review collected by and hosted on G2.com.

The QM feature of Calabrio and the ease of search with multiple filters and even text search is probably my favorite. Review collected by and hosted on G2.com.

We are currently implementing Analytics and there are a lot of inconsitencies and issues so far in our testing. It doesn't give me confidence that our full reporting will be accurate. Review collected by and hosted on G2.com.

Being able to evaluate calls in a system that will allow us to pull reporting and statistics has been invaluable. Creating evaluation forms is easy and the basic reporting is helpful. Review collected by and hosted on G2.com.

Data explorer reporting is often incorrect and confusing to navigate. Not being able to retire old evaluation forms so that they no longer show up in reporting for "On Prem" version of Calabrio has been frustrating. At times, the system can be slow and has many technical issues. The transcription of call recordings is often severely inaccurate. Review collected by and hosted on G2.com.

I love that there are multiple resources within Calabrio ONE. I have access to data, QA, WFM, and call recordings all in one program. The software is continually being updated and innovated to grow as the business grows. The Analytics tool can be game-changing for many different business types. It's a product that I advocate for because of the value it can bring to our business operations. Review collected by and hosted on G2.com.

I wish the Data Explorer feature was more user-friendly. There are people I can reach out to at Calabrio who can help and are excellent at putting things together. If Data Explorer had a more straightforward interface, it might make asking for assistance less frequent. They have listened to this feedback from myself and other users. They upgraded their reporting features and I can't wait to use their new Insights tool. Review collected by and hosted on G2.com.

Calabrio is esthetically pleasing and has the information well organized (specially with the last developments they made which include Insights). The system is not overwhelming and is easy to use and navigate through. It is quite intuitive. It offers a lot of possibilities for daily contact center management in terms of quality. Its implementation was fairly easy once you figure out how you will outline the architecture of the Depts/Teams. The best feature of Calabrio is their customer support. I really like their ticketing system and the immediate outreaches (which always include a meeting to ensure they understand where the problem lies). This along with the account manager support as well as the implementation manager makes up for a smooth experience. They are very dedicated to their clients. Insights interactive reporting is surely a step forward into Calabrio taking the next level. Review collected by and hosted on G2.com.

Integration with other features such as Qualtrics and in-house case management system used by the company is not being so easy. The biggest challenge is by far related to their predictive model which has limited capabilities for a business like ours (where agents handle multiple calls in different languages). The model needs to be revamped to include options of excluding other parameters (apart from the sanding option of groups/teams). If they are able to use the parameters available in the retention policy for calls, this would be a breakthrough. Hopefully new features will be available in Insights but for now there is no option of tailoring the available pre-built dashboards to the company's need. For call management, bulk deletion and possibility of marking calls in bulk as "cannot score" or "mark for training" is needed to better manage quality and the predictive model. The phrase library analytics should include automatic suggestions based on the company's calls (instead of general AI suggestions that do not relate to the calls we are doing). For contact management, an integrative approach is necessary (in terms of client experience, we would like a full view on how the call was managed and also how case management was conducted - case audit). As it stands, the only way i can match both parts of the client's experience (call and case audit) is through metadata which relies on a manual documentation and fails sometimes. For evaluations completed, its missing an option of flagging it with other managers. The workaround here seems to be doing a task review and assign it to a manager as FYI. Would like to have a more integrated approach for evaluations. A better system for managing call deletion/call download. Review collected by and hosted on G2.com.

I can see my schedule for the entire month Review collected by and hosted on G2.com.

None as for now, Calabrio is incredibly user-friendly and will make managing your schedule a breeze. Review collected by and hosted on G2.com.

• The forecasting module is robust and reliable, helping us make data-driven staffing decisions

• Standard reporting functionality is comprehensive and user-friendly

• Business Insights offers impressive visualizations and shows great potential for advanced analytics

• The interface is intuitive, particularly in the core reporting and forecasting sections Review collected by and hosted on G2.com.

• There are concerning data discrepancies between Business Insights and Calabrio's standard canned reports, which affects our confidence in the analytics

• Shrinkage calculations in Business Insights are inaccurate, making it difficult to rely on for workforce management decisions

• The inconsistency between different reporting tools within the same platform creates extra validation work for our team

• Extra time is required to cross-reference data between modules to ensure accuracy Review collected by and hosted on G2.com.