Calabrio ONE vs. Verint Workforce Engagement (discontinued)

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

• Easy to scale up, especially for a company with staff in different locations.
• Real-time adherence, compatible with non-telephony systems, particularly webchat and email.
• Highly customizable system for administrators and resource planners.
• Time off management including automated holidays, shift swap.
• Requires specialist support to get the system working.

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

• The end user interface and administration is easy to use
• Ease to integrate with Avaya PBX based on my expertise
• The Customer Survey application is excellent and has a well defined architecture to get accurate feedback for a CS representative
• The solution is robust to work with

• 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

• Products need to be able to support current operating system and Java revisions on a more timely basis
• Implementation resources are often in high demand and engaging them often create delays, as they frequently don't use the same resource within the same project and for the same client. Delays occur when new resources need to be educated on information /history between resources
• Project managers need to understand the products better so they can be engaged better with the implementations

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

Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.

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 its great

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

Because its excellent tool

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

I do not have any key insights regarding implementation of Verint

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

I haven't actually used any other WFO solutions as yet Verint has been apart of our organization since 2008/9 and i have been managing it since 2013/14. I have looked at alternative solutions in the past but none seem to ever come up to the same standard as Verint in all areas. We recently upgraded from Version 11 to 15.1 so we are still in the early stages of getting to grip with the newer version and all the added functionality.

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

• It has a great ROI in that, if this is setup correctly, it will tie scheduling with adherence and therefore make setting staffing levels a breeze
• Employee efficiency was also up because of scorecards and adherence client which keeps agents on the ball