I think the best part is the customization calabrio offers, you can play around multiple settings and the "shift bags" are a game changer when it comes to scheduling. AI assisted forecasting is working great. You can schedule hundreds of agents across different skills.

Adherence tracking and adjustments are quite easy and allow you to see in real time how the agents are performing.

For agents, it has very simple UI and allows agents to use self scheduling, shift bidding or preferences, which is a great way to allow agents to pick their desired shifts without compromising coverage.

Calabrio offers integrations with Genesys cloud cx, Twilio and other platforms. If you are evaluating calabrio make sure you verify the integrations as the support can vary.

In terms of performance, the platform functions great, tho scheduling side can be a bit slow, it's not an issue in everyday use. For agents, everything works flawlessly and you can allow agents as much freedom as you need. As mentioned UI is quite simple and agents should easily access every feature. Scheduling side might need more training/onboarding as it has lots of features and criteria's for schedule creation and publishing.

Pricing is on higher end as far as I am aware and they do have an one time onboarding fee. Review collected by and hosted on G2.com.

I would say pricing and integrations are the points where it needs more attention. As mentioned pricing can be on higher end while also having implementation fee.

When it comes to integrations, you can only have one real time integration, which limits you if you are running multiple platforms simultaneously.

Reporting and analytics can be difficult to navigate at first, creating custom reports has a steep learning curve, which will require at least few weeks to get comfortable Review collected by and hosted on G2.com.

I like that Calabrio ONE automates the process of workforce management. It speeds up the time in managing workforce and offers insights that go beyond just doing WFM from an Excel worksheet. Review collected by and hosted on G2.com.

There are two systems in order to use Calabrio ONE (SSO and Teleopti), hopefully it consolidates in the future. Also, intraday is more complex than the previous version. In Calabrio ONE Classic, I was able to view forecasted volume, reforecasted volume, predicted ASA, actual ASA, forecasted agent, reforecasted agent, and agent schedules all in one view. If I move an activity, I can then already see the effect on future predicted ASA. Review collected by and hosted on G2.com.

I like that Calabrio ONE is an integrated solution that handles multiple agent and leadership needs in our call center. The integration of quality, analytics, and WFM data into one system makes it simple to view performance holistically without manually aggregating it on an external BI system. The account management and support are also great, which makes my experience with the platform valuable. Review collected by and hosted on G2.com.

I think better speed in feature implementation would be beneficial, as well as improved support for non-English languages. Additionally, the initial setup was a bit rocky, with the training staff not being as knowledgeable as I would have liked. Review collected by and hosted on G2.com.

I like the auto forecasting feature for staffing in Calabrio ONE, as it helps me determine how teams should be staffed throughout the day. I also appreciate the insights data from voice calls, which aids in gathering data to identify trends. Review collected by and hosted on G2.com.

The auto staffing options are difficult for my organization as we mainly like to have static schedules. In the web client, it would be great if there was an easier way to copy schedules so that I do not have to log into the back-end client. The initial setup was pretty involved on our side as we haven't had a product like this before. Review collected by and hosted on G2.com.

I find Calabrio ONE very admin friendly, which is great for our team. We really enjoy the flexibility within the product, especially around scheduling. The options for flexible schedules and employee-facing tools make a big difference for us. The initial setup was very seamless, which made getting started a lot easier. Review collected by and hosted on G2.com.

having the options for more flat file imports would be great Review collected by and hosted on G2.com.

I like that the Calabrio ONE interface is easy to use. Everything I need is only up to 3 levels deep, so I don't have to dig deep to find what I need. Review collected by and hosted on G2.com.

I feel like a lot of the Calabrio platform I'm used to is still migrating over to Calabrio ONE. I want the forecasting and scheduling features to be fully available once the migration is complete. Also, I'd like to have the ability to see what future ASA for the end of the day would look like. The training on the system was long and cumbersome, and we should have used our real-time data instead of hypothetical data for training. Review collected by and hosted on G2.com.

I really appreciate how Calabrio is constantly changing and adapting to the changing needs of our contact centers. The new "Sessions" feature is particularly useful now that they've added an "optimization" and "exclude days" piece to it - it takes a task that use to take me hours to only taking minutes. Review collected by and hosted on G2.com.

We are struggling with back office. Our call center advisors handle both emails(cases) and live channels at the same time, and we have yet to be able to accurately integrate case handling with live contacts and this has had a trickle-down effect on other elements of Calabrio like OT scheduling. Review collected by and hosted on G2.com.

What I appreciate most about Calabrio ONE is its strong focus on building a customer community, particularly through the monthly customer link-up sessions. These gatherings provide a valuable chance to connect with fellow Calabrio users, exchange best practices, and learn directly about upcoming product updates and new features. I would also like to recognize Dave Hoekstra and Florian Garnier for their consistently excellent presentations and for creating an engaging, informative atmosphere during these sessions. Review collected by and hosted on G2.com.

An area requires substantial improvement is the Calabrio Success Center website. Although I value the effort to provide a platform where customers can submit ideas and vote on suggestions from others, the site comes across as both underused and disorganized. Over the past four years, I have submitted numerous ideas myself, and the inconsistent feedback or lack of visible action on these submissions can be quite frustrating. Revamping the site to enhance its organization, make the status of ideas more visible, and improve communication with those who submit suggestions would transform it into a much more effective tool. Review collected by and hosted on G2.com.

its ease of use is very simple and the frequency of use is everyday

It has a number of features that makes it simple Review collected by and hosted on G2.com.

There needs to be link sent to use it on your phone instead of inputting work information Review collected by and hosted on G2.com.

I like the flexibility and ease of Calabrio ONE coming together. When it works, it works well. They've shown engagement in resolving issues and even developed new features based on our feedback, which helps ensure success and excellence in our field. I find the engagement from the support teams during setup quite helpful, with good communication and commitment. Review collected by and hosted on G2.com.

Some features that we are excited for do not come out as quickly or at all, which is frustrating. It is also frustrating when tools work properly in one environment but the same tool doesn't work properly in another. Review collected by and hosted on G2.com.