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Calabrio WFM

Score8.6 out of 10

25 Reviews and Ratings

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What is Calabrio WFM?

Formerly Teleopti, Calabrio WFM may be used for call centers, back offices, branches and stores. It integrates with ZOOM International's ZOOM Quality Management (QM) Suite for a total call center optimization solution.

Categories & Use Cases

Reviews

What users are saying about Calabrio WFM.
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Great tool to schedule shifts and track adherence

Incentivized
Verified User
Team Lead in Customer Service (5001-10,000 employees employees)

Use Cases and Deployment Scope

Calabrio Teleopti WFM is used as a solution to plan costumer service advisors and costumer service team leaders schedules, their breaks, trainings, coachings and different skills in which they work in each day. It is also used to track vacation, special leaves, sickness, compensation days and schedule preferences. We also use it to filter teams and different costumer services departments.

Pros

  • Planning costumer service advisors schedule
  • Planing costumer service advisor skills during a shift
  • tracking vacation, sickness, compensation days and special leaves

Cons

  • see dayly skills from the same advisor in one page for a full week/month
  • to be able to log in directly, not put 2 times login data/company data

Teleopti has proven to be the most effective method for organizing our staff's schedules.

Incentivized
Noah MillerView profile
Healthcare Technology Leader at Johnson & Johnson in Information Technology at Johnson & Johnson (10,001+ employees employees)

Use Cases and Deployment Scope

We use Calabrio Teleopti WFM in our organization to ensure that our customer service team is well managed at all times. We can use this application to track the performance of our employees, which has proven to be very useful and beneficial to the team. I can assure you that our customers appreciate the prompt service we provide as a result of this application, which enables us to adjust our work shifts based on the needs of the day while still covering time slots. So far, we believe our software is of high quality.

Pros

  • Calabrio Teleopti WFM is incredibly easy to use.
  • It allows us to manage work schedules effectively while covering all of the Candelario's spaces.

Cons

  • The ability to view and compare timetables from different perspectives.
  • When we first started using the application, the features were not easily accessible through a direct menu to direct us; however, as time passes and we use the application more frequently, we gain experience.

Most Important Features

  • Calabrio Teleopti WFM is a fantastic tool for managing all aspects of our work team's schedules and keeping us informed of any changes that occur in our company, whether they are personal to each individual or related to a specific topic.
  • Because of the Covid pandemic, we had to reorganize and replant our schedules in order to work from home in several departments; in this case, the application provided invaluable assistance and a quick response to the situation at hand.

Return on Investment

  • They must work to update the characteristics of the integrated items so that they can be better in general based on user demand.
  • In general, the software is very easy to use and offers a wide range of working functions.

Alternatives Considered

Alvaria Workforce (formerly Aspect Workforce Management)

Other Software Used

Genebra Quality Management, Genesys PureConnect, NICE CXone (formerly NICE inContact)

A platform capable of managing work time according to the workers' shifts.

Incentivized
Kristin Butcher WesterView profile
Human Resources Specialist in Human Resources at MedTourEasy (501-1000 employees employees)

Use Cases and Deployment Scope

This product allows you to have an organized record of many labor aspects of the entire work team, it is possible to have robust planning of each person's work time, controlling the time of each meeting is also a very simple task with Calabrio Teleopti WFM. In addition, the integration with the ZOOM automated call center undoubtedly helps to increase growth. Calabrio Teleopti WFM also helps the customer service team to know in detail what the needs are according to the projects to be achieved during the day or also to make monthly projections, we know how to use this tool, it is a very simple tool to use and it does not represent any difficulty some. The scope of Calabrio Teleopti WFM is amazing, simply andresito department to improve work time.

Pros

  • Integration with ZOOM.
  • Better management of work time and scheduled meetings.

Cons

  • Our customer service improved dramatically after the implementation of Calabrio Teleopti WFM.
  • All non-intuitive features, but I think they can improve the customization aspect a bit more.

Most Important Features

  • Time management according to work shifts.
  • Real-time reports of changes in work dates.

Return on Investment

  • Organizing workers by work shift helps control shortages of essential staff.
  • Time is managed with wisdom and personalization.

Teleopti: The Best Overall Product, with some caveats

Clinton VerleyView profile
Senior Analyst, Operations in Information Technology at Aurora Health Care (10,001+ employees employees)

Pros

  • 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.

Cons

  • System uptime. We use their cloud solution and unfortunately there's been a number of outages.
  • PTO management, could use more features like waitlisting, time off canceling and offline management

Return on Investment

  • It has saved us a ton of time and money on the WFM management side by optimizing schedule creation and break placement.
  • Unfortunately the rash of technical issues have been a downside from an ROI side, every minute we are offline is lost revenue.
  • We saved a ton of money because of their excellent training and customer service offerings, there was no need for a laborious install process or protracted training.

Alternatives Considered

NICE Workforce Optimization, Kronos Workforce Central, Kronos Workforce Ready and JDA Workforce Management

Other Software Used

Excel4apps, Dynamic Interactive, Citrix CloudBridge, 24SevenOffice

Calabrio a nice WFM tool

Incentivized
Verified User
Manager in Finance and Accounting (1001-5000 employees employees)

Use Cases and Deployment Scope

Calabrio Teleopti WFM helps us better forecast the number of customer service agents we will need based off of projected volume and other variables. The number of agents allows us to better serve the customers with better response times and it also allows the company to better forecast the financial obligations of the customer service area of the business.

Pros

  • The user interface
  • The reporting output
  • We are able to do scenarios for different variables

Cons

  • some of the calculations are done in a "black box"

Most Important Features

  • Ease or use
  • Quickly being able to run different scernarios
  • Clear output of what the requirements will be

Return on Investment

  • The scenarios can take some time to run
  • It isn't always clear what metrics drive the model more