I appreciate the high accuracy of Calabrio ONE, which allows me to rely on it confidently as a tool for my work in workforce management. It addresses adherence and reporting needs very effectively. The initial setup was a breeze compared to doing everything manually in Google Sheets, making our processes much more efficient and less time-consuming. Review collected by and hosted on G2.com.

I wish we had more reports that gave way more details. Review collected by and hosted on G2.com.

I enjoy the ability to use Intra day dynamics to ensure when things change in the call center I can adjust breaks and lunches quickly to make sure the customers are not affected. I am impressed with the Success Center and the employees willing to assist me when I am having trouble with just about anything. Review collected by and hosted on G2.com.

The parts I dislike are because of our inner company tools and nothing to do with the Calabrio software. Review collected by and hosted on G2.com.

The Calabrio One Cloud Client is very intuitive and user friendly. There is a ton of great out of the box features! I DO think that is important in my opinion to have admin access to the tool. If Calabrio will be managed via 3rd party and you wont be able to tinker with it to really take advantage of some of the more advanced and powerful features, you might find the experience a bit more unpleasant. There are ALOT of features and most of them are being iterated on and updated regularly. There is a lot on the roadmap as well that will solve some of the more minor complaints with usability or nice to haves. Overall if you need a great WFM tool that works well out of the box with a low floor of entry and a high ceiling of usability and powerful features Calabrio is a great choice! Review collected by and hosted on G2.com.

There are a few features like the meetings module that can have wonky interactions with schedules. Mainly i think its a symptom of growing pains from when Calabrio acquired Teleopti and integrating other tools to it. In the 4 years that i have used it i have seen tremendous strides in functionality and bug fixes but there are some interactions that i just chalk up to it being quirky sometimes. Currently there is also two different surfaces you have to work on, The Calabrio One Cloud Client and the remote Desktop Web Client. More and more features are being moved from the remote desktop client and added to the Calabrio One Client which eventually will result in no longer needing the remote desktop surface. It's still in progress but i can see in a year from now (+/- a few months) having a much more streamlined experience for the back end users (wfm analysts, schedulers, admins etc.) The front end that the agents use is great and only need the one surface. Review collected by and hosted on G2.com.

I like it because of its user-friendly interface, robust reporting, and seamless integration with other systems. Review collected by and hosted on G2.com.

areas for improvement, including issues with data accuracy, scheduling, and feature availability. Some users have also noted that certain features are not as intuitive as they could be and that the platform can experience performance slowdowns with large data sets. Review collected by and hosted on G2.com.

The QM feature of Calabrio and the ease of search with multiple filters and even text search is probably my favorite. Review collected by and hosted on G2.com.

We are currently implementing Analytics and there are a lot of inconsitencies and issues so far in our testing. It doesn't give me confidence that our full reporting will be accurate. Review collected by and hosted on G2.com.

having a Unified Platform without having to switch between different systems - WFM scheduling, QA call recordings, and analytics are all in one place. Review collected by and hosted on G2.com. Review collected by and hosted on G2.com.

Inaccurate Data Analysis. Users find the inaccurate data analysis in Calabrio ONE frustrating, affecting reporting and overall usability. Review collected by and hosted on G2.com.

I appreciate how everything is brought together in one place, including QM, agent monitoring, operations, and WFM. Review collected by and hosted on G2.com.

I am not satisfied with how few straightforward options there are when comparing the WFM tool to other vendors, such as NICE. Review collected by and hosted on G2.com.

I like using Calabrio ONE because it has everything we need to run our contact center operation business which has multiple supported contact channels. I also like how easy it is for administrators to configure. Review collected by and hosted on G2.com.

Calabrio's PM team struggled to execute during our analytics implementation. Also their documentation isn't always complete leading to implementation and data extraction delays. Their strong support team stepped up to help us though after providing feedback. Review collected by and hosted on G2.com.

Scheduling management, nice colors and easy to use the front version, not the backend Review collected by and hosted on G2.com.

Needs to be more flexible with reporting Review collected by and hosted on G2.com.

This system is chock full of features yet somehow not difficult to use once you've been properly trained. The support the company provides is outstanding. You have everything from one on one support to conferences to monthly meetings and tons of online resources. Review collected by and hosted on G2.com.

There are different versions and not every user is on the same one. When looking at online resources to troubleshoot an issue, you have to be careful you don't waste time looking at the incorrect solution. Standardization of the product would be beneficial, though it's likely a cost thing. Review collected by and hosted on G2.com.