Calabrio ONE vs. Calamari

If your company uses phones and needs recordings, the Calabrio ONE Quality Management is for you. Period. End of argument. It is hands down one of the best products of its type on the market. If you don't have a bunch of people you are needing to rotate through scheduling and no part time people, the WorkForce Management portion may not be for you as much as someone who has 200 employees in a contact center working across 3 shifts and needs to ensure phones are always covered at the right times.

Incentivized

Calamari should work fine for Small to Medium Businesses that want to keep track of their personnel's leave of absence, especially if they have different rules based on location, experience, etc. It also works adequately to allow for PTO to be approved based on a specific org structure (manager, then HR, etc).

Incentivized

• The audio and screen recordings are done well at least with the collaboration with the Cisco platform.
• The platform is stable and does not fail much. The most resilient program for screen capture I have seen so far and I have used four platforms for QM.
• It is customizable and management of the platform is not that difficult.

Incentivized

• Feature rich.
• Cheap.
• Professional and helpful support team.
• Beautiful and clear UI.

Incentivized

• Our Version 9.3 needs a lot of improvement with sorting, filtering capabilities that I believe later versions address.
• Version 9.3 does not send notice emails to agents when a schedule has been changed. Our former software did. I believe newer versions have this feature.
• No "what if" function or module to test schedules/forecasts without Agents seeing their own schedules. If you want to "play with" scenarios, you have to use a time frame/schedule far into the future to prevent Agents from seeing this. I don't believe any of the newer versions have addressed this problem/issue.
• Agents are not able to submit Shift Preferences in Calabrio. Our former WFM software had that capability. Now I have to record Agents' preferences on an Excel spreadsheet and schedule regular intervals for which they can submit their preferences.

Incentivized

• It is overly efficient in terms of completing the activities and objectives set.
• For current labor issues, we can rely on everything included in the compensation package.

Incentivized

Because I think they're ready for a multi-skilled contact center support or OMNI

It would've been a higher rating if they're able to partner up with other platforms like Liveperson chat support and have a better sense of urgency when it comes to resolving issues

Because, it took them time to coordinate back some updates for us when we had to report a few major issues. ie Volume data feed for our Email support/channel. I like the webinars, however to keep the community alive. I hope they improve the training modules too and how they training new WFM guys as part of their package

Working with my rep is so easy and has been the selling point on this platform. I like that I don't have to think about it much, love the Slack integrations for my team and how easy it was to transition from our old process into Calamari. It's simple, clear, and for a small team, it has everything I need. The customer support team has always responded promptly when I need anything, and we were even able to extend our trial period in the beginning and converted to a paying customer shortly after.

No I don't have as I wasn't part of the implementation

Calabrio One has far better customer engagement and customer service than the previous vendor. Calabrio is very easy to use and quick to obtain search results. We have had great success with Calabrio and are very happy with our move

It was the only system that provided all of the features we required, including actiTIME, and was comprehensive enough to calculate various types of outages. Contactability with customer service, which is extremely quick, helpful, and friendly, and always resolves my problems, even when they are unique to my organization. I have faith that things will get a lot better.

Incentivized

• A positive return that we have had is the ability to see the portion of the day that we are likely to be over and under staffed and use that data to modify schedules to allow for overtime or additional time off of the phones.
• A negative impact that we have had is the additional use of WFM man hours to manually make changes to individual schedules since there is not a good option to quickly adjust several simultaneously.
• Being able to monitor agent calls and activity has given us the ability to retain and promote high performing agents and remove agents that are not well suited to the contact center.

Incentivized

• Boosted employee productivity.