As contact centers face evolving challenges and increasing demands, rapid innovation in workforce optimization (WFO) technology promises to rise to the occasion and help achieve an elevated approach. You can seek out the leading-edge tools that are driving transformational WFO best practices in some of the most innovative contact centers. And you can find a true WFO solutions partner to help you maximize the value of those tools and achieve the outcomes that matter most for your business.
Calabrio ONE elevates contact center WFO with its seamlessly embedded analytics tools. By bringing together call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics into one fully-integrated software suite, we help companies put their customers first. Integrated analytics helps business users of all backgrounds easily analyze and act upon the data gathered every day in the contact center to improve customer satisfaction, protect your brand, and increase product innovation.
Built to take full advantage of agile cloud-based platforms, Calabrio ONE is easy to use, easy to personalize, and provides the insights you need to improve customer and agent experience in your contact center.
Find news and information at https://www.calabrio.com/the-new-calabrio-one, and connect with us on LinkedIn and @Calabrio on Twitter.
Cameron M.
Advanced user of Calabrio ONE
★★★★★
What do you like best?
Ease of use and excellent customer service. The single pane of glass of the administration page is very easy to view and configure. Every time I open up a ticket with Calabrio support, I get a response fast and they typically always have the answers I need. Throughout the process of implementation, their project manager was extremely engages and helpful with a vast knowledge of the product to assist with all of the questions we had. The help guide built into the product is also vast with information so that we can configure things better and more precise.
What do you dislike?
There are some minor quirks such as syncing issues every once in awhile but typically resolve themselves. Some of the roles could be a little more granular, such as built out "help desk" roles to assist with some of the more basic issues (account lock outs, team changes, etc.). Also wish some of the filters were better and allowing us to filter based on a inactive team. For Calabrio CAR (Advanced Reporting) I hope in the future that they will have OVAs that they could give customers to allow us to faster deploy the Vitual Machines.
Recommendations to others considering the product:
Read through all of the documentation, we had a few gotchas come up with the firewall ports to open. Also, Cloud/Hybrid (with CAR) > on- prem
What problems are you solving with the product? What benefits have you realized?
Regulatory call recordings and training in this pandemic. We also more recently turned on the speech analytics so we're gaining additional insights into what our customers are calling into us for. This will be an amazing way to better serve them by using this data to optimize our service queues and better train our agents based on our customer needs.
Review source: G2.com
