Calabrio WFM vs. Humanity

Calabrio Teleopti WFM must be implemented urgently if there is an organizational problem, time is a primary factor if you want to achieve business success, scheduling meetings and knowing in detail what is the availability of all workers is a job that this product can do without any problem. the operational problem, this product evaluates with supplied data what is the availability of each worker, organizes everything effectively, customer service is also optimal because you can manage the staff and request the comparison of new workers according to the requirements of the entire equipment.

Incentivized

It's well suited for simple aggregate tracking of day to day, time for reps. It is not suitable if you want anything better than a 30K foot view. It's very high level but doesn't help you optimize.

Incentivized

• Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
• Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
• User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
• The installation and onboarding process was pretty smooth considering other launches we've had.

• Provide us with last-minutes schedule changes with notification to staff
• Scheduling of team
• Conflict-free schedules based on employee availability,

Incentivized

• PDF preview of a report cannot be scrolled down.
• Sometimes when picking a site it downloads the link as a document.
• N/A

Incentivized

• Don't provide ANY way to optimize staffing
• We spent a LOT of time with them working on seeing queue availability for each rep. They tried but weren't completely sure what their product could or could not do. The effort was there, but if they had known their product better it would have been a quick 'no'.

Incentivized

It serves my needs perfectly, but it sometimes glitches where you press a link and it downloads the page instead of opens it.

Incentivized

We use this software on a regular basis and consistently meet expectations based on the results obtained through the application. I can easily monitor my team members' performance. Overall, this application increases productivity in our company's call center platform. We only have a small number of users. Employees can use mobile devices, tablets, the web, MS Teams, or Slack to record their arrival and departure times. Creates powerful reports and automated timetables for each employee or workgroup.

Incentivized

Maybe pricing was the issue, I was not involved in purchasing decision.

Incentivized

• Our team has saved a significant amount of time by managing schedules in Teleopti
• It also frees up our workforce manager so they don't have to manage shift swaps

Incentivized

• It helps us track our work hours.
• It helps us coordinate team schedule.

Incentivized