Calabrio One is a workforce optimization (WFO) platform for call centers, combining workforce management with call recording and analytics, from Calabrio headquartered in Minneapolis, MN.
N/A
Celayix
Score 9.0 out of 10
N/A
Celayix is a workforce management software solution offered by Celayix, Inc.
If your company uses phones and needs recordings, the Calabrio ONE Quality Management is for you. Period. End of argument. It is hands down one of the best products of its type on the market. If you don't have a bunch of people you are needing to rotate through scheduling and no part time people, the WorkForce Management portion may not be for you as much as someone who has 200 employees in a contact center working across 3 shifts and needs to ensure phones are always covered at the right times.
This is software that will be very useful for all companies since they will be able to control the entries and exits of their employees in their jobs, the hours worked, shift changes, and everything related to the performance of the staff. They will not have to worry about personnel planning because the software will do it.
Our Version 9.3 needs a lot of improvement with sorting, filtering capabilities that I believe later versions address.
Version 9.3 does not send notice emails to agents when a schedule has been changed. Our former software did. I believe newer versions have this feature.
No "what if" function or module to test schedules/forecasts without Agents seeing their own schedules. If you want to "play with" scenarios, you have to use a time frame/schedule far into the future to prevent Agents from seeing this. I don't believe any of the newer versions have addressed this problem/issue.
Agents are not able to submit Shift Preferences in Calabrio. Our former WFM software had that capability. Now I have to record Agents' preferences on an Excel spreadsheet and schedule regular intervals for which they can submit their preferences.
Although you can use the software in its web version and its mobile version, I feel that the mobile version is not as intuitive as the web, leaving out important functions.
I wish the technical support would provide more help in terms of configuring the software, as we had to install it blindly.
Sometimes the software slows down and freezes, we haven't checked yet if that affects the employees' hour counter, I guess not, as we haven't received any complaints from them.
It would've been a higher rating if they're able to partner up with other platforms like Liveperson chat support and have a better sense of urgency when it comes to resolving issues
Because, it took them time to coordinate back some updates for us when we had to report a few major issues. ie Volume data feed for our Email support/channel. I like the webinars, however to keep the community alive. I hope they improve the training modules too and how they training new WFM guys as part of their package
We were given a dedicated customer service rep that is there whenever we need them. Emails are answered within hours and the knowledge base they have has many of the answers including easy to follow how-to's. We haven't run into any issues that can't be solved in less than 24 hours.
Calabrio One has far better customer engagement and customer service than the previous vendor. Calabrio is very easy to use and quick to obtain search results. We have had great success with Calabrio and are very happy with our move
Celayix is a flexible and powerful employee scheduling tool with a secure online cloud used to create and edit schedules. It is the very best automated scheduling solution that allows us to manage the workforce digitally and it is a great resource for any organization.
A positive return that we have had is the ability to see the portion of the day that we are likely to be over and under staffed and use that data to modify schedules to allow for overtime or additional time off of the phones.
A negative impact that we have had is the additional use of WFM man hours to manually make changes to individual schedules since there is not a good option to quickly adjust several simultaneously.
Being able to monitor agent calls and activity has given us the ability to retain and promote high performing agents and remove agents that are not well suited to the contact center.
