Sign in to see all reviews and comparisons. It's Free!
By clicking Sign In with Social Media, you agree to let PAT RESEARCH store, use and/or disclose your Social Media profile and email address in accordance with the PAT RESEARCH Privacy Policy and agree to the Terms of Use.
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Category
Workforce Optimization Software
Features
• Access, create, publish, schedule, share and manage reports, dashboards and scorecards. • Connect advanced speech analytics and text analytics tools across every channel. • Create and fill overtime opportunities in real time. • Create non-siloed, holistic reporting that aligns with unique business goals • Play back relevant recordings and find what you need.
License
Proprietary
Price
• Contact for Pricing
Pricing
Subscription
Free Trial
Available
Users Size
Small (<50 employees), Medium (50 to 1000 Enterprise (>1001 employees)
Company
Calabrio
What is best?
• Access, create, publish, schedule, share and manage reports, dashboards and scorecards. • Connect advanced speech analytics and text analytics tools across every channel. • Create and fill overtime opportunities in real time. • Create non-siloed, holistic reporting that aligns with unique business goals • Play back relevant recordings and find what you need.
What are the benefits?
• Turn mountains of call data into neatly categorized information. • Meet policies and comply with regulations for data encryption and secure storage. • React to surges or ebbs in interaction volumes • Deliver more personalized interactions with predictive analytics tools. • Pull together disparate contact center data streams
PAT Rating™
Editor Rating
Aggregated User Rating
Rate Here
Ease of use
7.5
8.7
Features & Functionality
7.6
8.2
Advanced Features
7.7
8.0
Integration
7.6
9.3
Performance
7.7
8.7
Customer Support
7.5
8.5
Implementation
9.0
Renew & Recommend
8.4
Bottom Line
Calabrio transforms customer experience with Calabrio ONE which inludes call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting.
7.6
Editor Rating
8.6
Aggregated User Rating
3 ratings
You have rated this
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Calabrio’s Calabrio ONE includes features such as call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting. Calabrio One lets users create a unified and complete picture of every customer and every interaction. Users can also utilize pre-built tools or create users own highly customized reports, dashboards, and scorecards with Calabrio One’s Data Explorer.
Calabrio One also lets users enable a customer-centric approach to goals and challenges across the business from branding and marketing, to sales or to service delivery. Users can also use pre-built evaluation workflows or create highly customized scorecards tailored to business goals.
Calabrio ONE can also let users monitor calls live, see interaction evaluations and conduct on-demand analysis. Users can also give agents timely feedback through rich dashboards and allow them to share best practices with the click of a button. Users can create benchmarks, goals and agent competitions while also displaying leaderboards to encourage healthy competition where users can also provide incentives and awards to help all agents and even top performers improve consistently.
Calabrio ONE uses advanced analytics and reporting tools to deliver predictive and prescriptive insights so that users can anticipate customer pain points. Calabrio ONE lets users anticipate customer desires and demands so as to deliver intuitive, personalized experiences that delight, deepen loyalty and drive growth.
Leverage gamification tools to drive healthy competition and support constant self-improvement.
Company size
Medium (50 to 1000)
User Role
IT Support
User Industry
Energy
Rating
Ease of use8.7
Calabrio enables you to react to surges or ebbs in interaction volumes by responding to changes in real-time.
Features & Functionality8.4
Advanced Features8
Integration8.9
Customer Support8.9
Implementation8.9
ADDITIONAL INFORMATION Calabrio smart scheduling and dynamic employee engagement enables you to hone forecasting, streamline scheduling and administration and free managers to focus on adding value. Calabrio enables you to automate time off request approvals and leverage rule-based automation and streamline workflows.
Leverage gamification tools to drive healthy competition and support constant self-improvement.
Medium (50 to 1000)
IT Support
Energy
Calabrio enables you to react to surges or ebbs in interaction volumes by responding to changes in real-time.
ADDITIONAL INFORMATION
Calabrio smart scheduling and dynamic employee engagement enables you to hone forecasting, streamline scheduling and administration and free managers to focus on adding value. Calabrio enables you to automate time off request approvals and leverage rule-based automation and streamline workflows.