I find Calabrio ONE easy to use, which makes it approachable for daily operations. I also appreciate the reporting tools that help analyze calls and interactions with customers. The AI summary is really helpful in quickly identifying calls that need attention. I am looking forward to using the trending topics feature, which promises to help in understanding what our customers are calling about and evaluating how we are doing. The initial setup of Calabrio ONE was easy, which was a relief. Review collected by and hosted on G2.com.

Sometimes insights can be too robust, making them less user-friendly for creating on-demand reports. I wish there were more basic commands for report creation. Review collected by and hosted on G2.com.

What I like best about Calabrio ONE is how user-friendly and organized the platform is. The UI is clean and easy to navigate, which makes managing schedules, monitoring calls, and reviewing performance much more efficient. I also appreciate how well it integrates with other systems like Salesforce and contact center platforms, helping teams keep everything connected in one place.

From a performance standpoint, the platform runs smoothly and provides useful real-time insights that help improve productivity and customer experience. I think the analytics and AI-driven tools are especially valuable because they help supervisors identify trends and coach agents more effectively.

In terms of pricing and ROI, I believe Calabrio ONE delivers strong value for companies that rely heavily on customer support operations, since it helps improve efficiency, workforce management, and overall team performance.

Another thing I like is the onboarding and support experience. The system is relatively easy to learn, and the available training resources make it easier for new users to adapt quickly. Overall, it’s a solid all-in-one solution for managing and optimizing contact center operations. Review collected by and hosted on G2.com.

One thing I dislike about Calabrio ONE is that some features can feel a little overwhelming at first, especially for new users who are not familiar with workforce management platforms. While the system is powerful, certain reports and configuration settings could be more intuitive and easier to customize.

I also think there can sometimes be a learning curve when integrating the platform with other tools or setting up advanced analytics features. In some cases, loading large reports or navigating between modules may feel slower than expected.

That said, once users become comfortable with the platform, it becomes much easier to take advantage of all the features and overall functionality. Review collected by and hosted on G2.com.

I like the Real Time View in Calabrio ONE because before this feature, we lacked real-time monitoring of our agents. Now, with this view, all our supervisors can have the best knowledge of what their agents are doing. I also appreciate that Calabrio ONE is cloud-based and allows all our agents and supervisors to use the platform, which was an important factor for us in switching from Aspect Workforce. Review collected by and hosted on G2.com.

I find issues with over and understaffing when the operation involves multi-skill agents and skill-to-skill support. The initial setup of Calabrio ONE wasn't that easy because it requires changing our operation to its way of doing workforce management. Review collected by and hosted on G2.com.

I find the interface of Calabrio ONE very user-friendly, which makes it easier to navigate. I also really value the Automated Quality Monitoring (AQM) feature that allows us to evaluate every call instead of just a small sample, offering a more comprehensive overview. Additionally, it provides us with data that helps make more educated decisions on service improvements and future needs. The automation of our agent notes is a substantial time saver. Review collected by and hosted on G2.com.

My only issue to date is that we cannot have questions on the AQM form without putting a point value to them. We would like to use some questions for pure data collection without scoring the agent on those specific questions. Review collected by and hosted on G2.com.

very easy to apply for leave requests and seeing your days schedule Review collected by and hosted on G2.com.

having to login every time cause it will log you out Review collected by and hosted on G2.com.

I love that Calabrio ONE helps our Quality Assurance Agents to be productive in reviewing calls and provides real-time feedback to agents. I really appreciate the User Interface. Data analysis works great with the platform. The initial setup was very simple, and I would definitely recommend it to a friend or colleague. Review collected by and hosted on G2.com.

The stock dashboards in Insights do not drill down far enough, and I'm unable to access the calls that fall within the results. Additionally, it would be helpful to have a hyperlink to the calls that were scored. The access based on the roles that are already set up should mirror, meaning hidden fields should be consistent in both Insights and the interactions. Review collected by and hosted on G2.com.

I love using the insights module........ Review collected by and hosted on G2.com.

Some aspects of the remote web are a bit clunky and it is constantly refreshing Review collected by and hosted on G2.com.

It helps me stay on track and understand what I should be doing throughout the day. Review collected by and hosted on G2.com.

Sometimes the alerts aren’t delivered in real time, which can be confusing when I’m trying to figure out where to go and what to do next. Review collected by and hosted on G2.com.

In my line of work as a Call Centre agent, Calabria is really helpful because it makes it easy to keep track of your shifts. I like that you also get email notifications Review collected by and hosted on G2.com.

It takes a while to get some people activated on the platform. The password reset email will not be Sent sometimes Review collected by and hosted on G2.com.

I like that Calabrio ONE sorts out our breaks and lunch times thoroughly. I can apply for leave and get approval immediately, and see whether other teammates are available or on duty. The initial setup was very easy. Review collected by and hosted on G2.com.

nothing, it great Review collected by and hosted on G2.com.