Calabrio Quality Management & Analytics Reviews & Product Details

Calabrio Quality Management & Analytics Overview

What is Calabrio Quality Management & Analytics?

Calabrio Quality Management makes it easy to capture the full agent and customer experience in your contact center—so you can monitor, evaluate, and improve quality.

Calabrio Quality Management & Analytics Details
Product Description

Calabrio Quality Management makes it easy to capture the full agent and customer experience in your contact center—so you can monitor, evaluate, and improve quality.


Seller Details
Seller
Calabrio
Company Website
Year Founded
2007
HQ Location
Minneapolis, MN
Twitter
@Calabrio
2,161 Twitter followers
LinkedIn® Page
www.linkedin.com
671 employees on LinkedIn®

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Calabrio Quality Management & Analytics Reviews

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wfm administrator
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Simple interface. Connects to the Cisco ACD so teams are and agent data automatically cascade from ACD to Call Recording. Eliminates the need to manage two seperate org charts in both systems. Huge time saver. Reporting is really good and it met all PCI compliance requirements. Review collected by and hosted on G2.com.

What do you dislike?

Not much it worked as advertised and install and delivery were pretty much seamless. Reporting was very very easy to stand up. Straightforward. No weird gimmicks to the interface which we all really liked. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Go for it your life will be way easier afterward. Think about how you set up your org in your ACD and that will make your life in Calabrio seemless. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

End to call recording that was PCI compliant. We had an issue with call transfers where the call would "end" and the "begin" again on the other end of the transfer. With Calabrio that issue is resolved. We can follow the call from cradle to grave. Review collected by and hosted on G2.com.

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UO
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Calabrio was very easy to use.i was able to search for the representatives calls that I wanted to listen with ease and I enjoyed how easy it was to grade the call within the system. Review collected by and hosted on G2.com.

What do you dislike?

It was easy for me to use but I wish there was a better way to save a call within the system other than downloading it. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Great system to use for metrics on handling customer service calls in a call center. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I am able to listen to the representatives that I am training and grease their.calls. With using Callabrio I am able to see te strengths and weaknesses of my agents so that I may see what further training that they would need to meet their metrics. Review collected by and hosted on G2.com.

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Validated Reviewer
Review source: Invitation from G2
What do you like best?

Easy to use interface, reporting is straight forward. 99.9999% reliability. Gui is really laid out nicely.

Very intuitive, doesn't require a ton of training time to get going. Very flexible on setting up hierarchy. Also like the fact that users from our ACD automatically cascade in to it. Review collected by and hosted on G2.com.

What do you dislike?

No complaints so far, we've been using for about a year with no issues. Implementation was simple, clean and seamless. Very happy overall with the performance. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do your research, I think you will find this is one of the most effective stand alone options. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We didn't have an integrated recording software across our global network. Previous platform wasn't PCI compliant. Calabrio solved all of those issues. We also had an issue with not being able to follow a call from cradle to grave, especially if there was a supervisor or transfer involved. That issue has also bee alleviated. Review collected by and hosted on G2.com.

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Customer Service Representative
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I adore the statistics Calabrio gives for all the calls that you have done and how it lists them on date, time of the call, and minutes/ duration of the call. It makes it very easy to hear your calls for quality and training purposes. Review collected by and hosted on G2.com.

What do you dislike?

The problem that you can't stride through the call and go back, say, about 7 seconds back on som browsers. If you try to go back and listen to a part about 2 minutes in the call, on some browsers you will have to listen to the whole call again as it won;t let you go back just some seconds. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's a great and clean system, however if you are planning to use it please test it on different browsers to see on which one it is fastest and will also let you scroll back seconds instead of having to hear all the call over again. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

None. We just use it to check our calls, for quality purposes and training. Review collected by and hosted on G2.com.

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Scheduling Specialist
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
What do you like best?

I love how we are now able to record all calls compared to our old system of random calls only Review collected by and hosted on G2.com.

What do you dislike?

Having to remember to not turn off computers so calls sync overnight can be a bit of a pain Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's a great tool for recording calls and being able to review. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It's much easier for CSRs to pull up calls and review info as necessary as well as Quality teams to review. Review collected by and hosted on G2.com.

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Customer Service Trainer
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

The system is super easy to navigate through. You can set up notifications to be sent to you by IM or by Email so it makes it easy for you to keep track of calls. Review collected by and hosted on G2.com.

What do you dislike?

We’ve just recently switched to Calabria and it’s been a smooth transition. No problems here. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Great way to manage a large call centers recordings for Quality purposes. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It so much easier to organize your recordings! Review collected by and hosted on G2.com.

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