Calabrio ONE vs. Klaus

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.

Incentivized

Klaus works great for teams looking to share feedback on a subset of conversations customer support agents have with customers.

Incentivized

• The audio and screen recordings are done well at least with the collaboration with the Cisco platform.
• The platform is stable and does not fail much. The most resilient program for screen capture I have seen so far and I have used four platforms for QM.
• It is customizable and management of the platform is not that difficult.

Incentivized

• Set review goals through assignments
• Calculates the team's IQS
• Help us identify areas for improvement

Incentivized

• 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.

Incentivized

• the UI can be difficult to use
• too many changes to the UI

Incentivized

Because I think they're ready for a multi-skilled contact center support or OMNI

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

It's not always super easy to use. The UI changes often which can be frustrating. I'd rather be able to set up the program and have to work continually for my team. In my opinion, I've especially seen it go downhill since it's been acquired by zendesk.

Incentivized

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

No I don't have as I wasn't part of the implementation

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

• 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.

Incentivized

• We can say with confidence that we are delivering top notch service to our customers.

Incentivized