[24]7 Assist vs. Calabrio WFM

It is well suited to companies who have large numbers of Inbound-Outbound call traffic. And where the number of agents handling such calls is very large (>10,000). For companies having less call traffic, this solution won't be cost-effective. Also, it is appropriate for companies looking to improve their CSAT score.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Calabrio Teleopti WFM is widely used in our organization, and once we've gotten the hang of it, it's very simple to use. We can manage the entries to each employee's task lists, plan the turns that each teleworker will cover, and swap turns as needed. We can also automate the completion of scheduled management tasks and calculate how much time each employee spends at the company. This application, in general, ensures increased productivity on the call center platform.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• It supports chat & multiple messaging channel interactions from a single terminal
• Native & Custom integrations enable embedding widgets into the existing CRM systems

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Schedule management is intuitive and easy to follow
• The ability for agents to request and swap shifts works well
• Agent tools for viewing schedules and requests is user friendly

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• The User Interface can be improved & made to look much more contemporary & next-gen
• Implementation can be made more simpler
• Training & Troubleshooting knowledge transfer can be improved

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• System uptime. We use their cloud solution and unfortunately there's been a number of outages.
• PTO management, could use more features like waitlisting, time off canceling and offline management

It serves my needs perfectly, but it sometimes glitches where you press a link and it downloads the page instead of opens it.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

[24]7 Assist offers better value for money & much higher level of customization as compared to other solutions. The AI feature works well & the integration with existing CRM is very smooth. Unified desktop interactions for chat & multiple channel messaging are very effective features of the solution & enable agent interaction much more fructified.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

I have worked for other smaller companies that have just used excel sheets to manage scheduling and it was a complete mess. This is a complete and utter 180 in that scheduling is so simplified and creates/causes basically zero conflict among staff.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Improved CSAT score
• Operating cost saving up to 30%
• Better Customer engagement & 20% more lead conversion

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• They must work to update the characteristics of the integrated items so that they can be better in general based on user demand.
• In general, the software is very easy to use and offers a wide range of working functions.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info