I really like that new features are always coming out and that Calabrio ONE is very user-friendly. It's been easy to train staff to use it, and the setup was easy too. These aspects really enhance my experience with the software. Review collected by and hosted on G2.com.

I don't like having to use the WFO site and the regular site to work on schedules. It would be nice to have a single site to do all WFM tasks. Review collected by and hosted on G2.com.

I really like how user-friendly the interface is on Calabrio ONE. I'm also impressed with the new scheduling features in the cloud. The initial setup was extremely easy, especially because they were onsite to help. Review collected by and hosted on G2.com.

Realtime features Review collected by and hosted on G2.com.

I like that Calabrio ONE is user-friendly, making it easy to navigate. The AI summary of interactions is another feature I appreciate, as it helps me quickly understand key points from communications. Review collected by and hosted on G2.com.

Currently missing video recordings for chats and emails Review collected by and hosted on G2.com.

I use Calabrio ONE for Workforce Management (WFM). I find it really helpful for scheduling, forecasting, and real-time management. What I like most about Calabrio ONE is its ease of use. I particularly value the scheduling and optimizing features because they help identify business needs and the resources required to meet them. Review collected by and hosted on G2.com.

Self scheduling. We NEED better flexibility options but current options don't work with labor laws for all states and multiple countries. Review collected by and hosted on G2.com.

I really appreciate Calabrio ONE's capability to access individual agents' information and listen directly to their calls. This feature is incredibly useful for my role in business analysis within a call center, as it provides me with a clear understanding of each agent's interaction with customers. Additionally, Calabrio ONE allows me to view the process agents go through during calls and provides screen grabs. This functionality is particularly valuable as it enables me to see exactly what an agent is clicking on during a call, which is crucial for effective coaching and performance evaluation. Overall, these features contribute significantly to a more efficient monitoring and coaching process. Review collected by and hosted on G2.com.

I find the reporting dashboard and data explorer in Calabrio ONE to be overly complex and not user-friendly. There are many options, but not all of them successfully pull in the required data. This forces me to generate the same report multiple times to gather data for different queues or departments within our organization. I wish these tools were simplified and more intuitive to use. Review collected by and hosted on G2.com.

I appreciate Calabrio ONE for its simplicity and efficiency, as it combines real-time data, scheduling, and performance insights in a single platform. This integration significantly saves time and facilitates daily decision-making processes. The software enhances contact center operations by providing better visibility into real-time performance, reducing wait times, quickly addressing staffing issues, and identifying performance gaps through its clear analytics and quality insights. This leads to effective coaching and improved agent productivity. The smooth initial setup, supported by a well-guided onboarding team, further underscores the user-friendly nature of Calabrio ONE. Review collected by and hosted on G2.com.

One area that could be improved in Calabrio ONE is the speed and smoothness of the interface, especially when loading large reports. The slow loading speeds mainly affect my workflow when I am checking large reports or switching between dashboards. It sometimes takes longer than expected for data to refresh, which delays quick decisions in busy moments. Review collected by and hosted on G2.com.

Forecasting and qm management

Looking forward to getting some of the new AI tools that will help us with our efficiency and bandwidth Review collected by and hosted on G2.com.

In our current version we need more reporting and help analyzing what we're seeing Review collected by and hosted on G2.com.

I appreciate how Calabrio ONE significantly saves time for me and my employees by streamlining the call review process. It transforms tasks that could take hours into just seconds, dramatically improving our operational efficiency. The software's capability to automatically evaluate employee performance and trend out customer concerns ensures that we remain responsive to both team performance and customer sentiment. Despite an initially rocky setup facilitated by a third party, the benefits that Calabrio ONE brings to our call center operations are immense, and the time saved is a considerable advantage. Review collected by and hosted on G2.com.

I hope one day there will be visual quality management for screen verification of where my employees are clicking. The initial setup wasn't through Calabrio ONE itself but through a different third party, and that was rocky. Review collected by and hosted on G2.com.

Calabrio ONE offers a very intuitive and user-friendly interface that makes workforce management, analytics, and quality assurance easy to navigate. The platform provides strong forecasting and scheduling capabilities, which help improve operational efficiency. I also appreciate how well the system integrates data across modules QA, analytics, and WFM making it easier to get a complete view of agent performance and customer experience. The reporting is detailed, customizable, and supports effective decision-making. Review collected by and hosted on G2.com.

Some features can feel slightly complex during initial onboarding, especially when configuring advanced analytics or custom reports. The system is powerful, but it may require additional training for new users to fully leverage all capabilities. At times, certain updates or sync processes take longer than expected, which could be improved. Additionally, more flexibility in dashboard customization would make the experience even better. Review collected by and hosted on G2.com.

I appreciate that Calabrio ONE comes equipped with the right tools for proper quality management, which enhances the efficiency and effectiveness of monitoring and evaluating service quality. The regular upgrades and improvements to the software ensure that I am always using the most current and effective version, which is a significant advantage in maintaining high standards. From a technical perspective, I find the logs collection feature invaluable as it provides critical insights into system operations and activities. Furthermore, the setup process of Calabrio ONE, overseen by a Calabrio engineer, appeared fast and straightforward, suggesting a well-designed implementation process. These aspects together make the system exceptionally useful and dependable in managing call recordings, monitoring, and evaluations effectively. Review collected by and hosted on G2.com.

I definitely find subscription management problematic, as there is no clear interface or option to understand what I am paying for. This includes not having visibility into storage usage, available licenses, and the proportion of stored data across voice, video, or text. Review collected by and hosted on G2.com.