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
Deputy
Score 7.1 out of 10
Small Businesses (1-50 employees)
Deputy is a web-based workforce manager solution. Deputy is designed to help users simplify their scheduling, timesheets, tasking, employee communication and administrative tasks. It includes various apps and one click payroll integration that aim to make workforce management easier. The Deputy platform enables users to schedule in line with demand, prepare accurate payroll, and communicate more clearly. Deputy streamlines employee admin, so teams can focus on what…
$2.50
per user
Pricing
Calabrio ONE
Deputy
Editions & Modules
No answers on this topic
Scheduling Only
$2.50
per user
Scheduling, Time and Attendance
$4.50
per user
Enterprise
Custom pricing for enterprise clients
per user
Offerings
Pricing Offerings
Calabrio ONE
Deputy
Free Trial
No
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
Optional
Optional
Additional Details
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More Pricing Information
Community Pulse
Calabrio ONE
Deputy
Features
Calabrio ONE
Deputy
Workforce Management Software Features
Comparison of Workforce Management Software Features features of Product A and Product B
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.
[My own feeling on the subject is] that large teams will probably enjoy the features much more than a smaller team. [In my opinion] I would not have signed up with Deputy had it not been for the integration with my payroll provider. [From my point of view] the cost is not worth it for a small team. [I've found] it has a lot of features geared towards big teams and those are not things you can "opt-out" of from a cost/tier standpoint [as far as I'm concerned].
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.
The basic functionality and overall efficiency it provides is enough to renew. I still would like to see improvements in reporting and leave management, but overall it is absolutely worth it to have the program. I especially like having remote access and supervisors scheduling and approving time sheets of employees
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
The fact that my older staff, that do not know how to use a computer, can accurately clock in and out, request time off, and view their schedules, shows how easy Deputy is to use. The app you can download on your phone, it makes these actions, even more, user-friendly.
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
Every time I have contacted support they have answered my question within the hour and solved every problem we have had. They follow up to make sure we are satisfied with our results which has been great when we are busy and get distracted
I was told that deputy and Xero would interact and that I could do automated payslips and that’s true but they don’t [separate weekdays] and weekends which attract different pay grades. When trying to troubleshoot there has never been a solution.
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
Deputy provides a comprehensive approach to time tracking for employees and scheduling. I like how Deputy includes state labor laws and integrates with our payroll provider to sync hours and paid time off during each pay run. Other software providers with built-in time tracking failed to include these essential features. Furthermore, Deputy archives employee scheduling data and timesheets indefinitely even after the employee leaves, so that you have a record as required by law. We highly recommend Deputy.
We have gone from using deputy simply to schedule a couple of members of staff on coffee shop shifts, to also scheduling staff in the retail unit part of our business, to now also scheduling team days and having remote working staff start on schedule shifts to track their working hours.
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.
Hundreds of man-hours saved monthly that previously was spent on recording hours work.
Holiday management is very clear and support fair treatment of staff.
The 100% accuracy of timesheets is amazing. Once approved thousands of timesheets just land in our payroll system thanks to the export/import functions.
