Calabrio WFM

Calabrio Teleopti WFM is used as a solution to plan costumer service advisors and costumer service team leaders schedules, their breaks, trainings, coachings and different skills in which they work in each day. It is also used to track vacation, special leaves, sickness, compensation days and schedule preferences. We also use it to filter teams and different costumer services departments.

We use Calabrio Teleopti WFM in our organization to ensure that our customer service team is well managed at all times. We can use this application to track the performance of our employees, which has proven to be very useful and beneficial to the team. I can assure you that our customers appreciate the prompt service we provide as a result of this application, which enables us to adjust our work shifts based on the needs of the day while still covering time slots. So far, we believe our software is of high quality.

• Calabrio Teleopti WFM is a fantastic tool for managing all aspects of our work team's schedules and keeping us informed of any changes that occur in our company, whether they are personal to each individual or related to a specific topic.
• Because of the Covid pandemic, we had to reorganize and replant our schedules in order to work from home in several departments; in this case, the application provided invaluable assistance and a quick response to the situation at hand.

• 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.

Alvaria Workforce (formerly Aspect Workforce Management)

Genebra Quality Management, Genesys PureConnect, NICE CXone (formerly NICE inContact)

This product allows you to have an organized record of many labor aspects of the entire work team, it is possible to have robust planning of each person's work time, controlling the time of each meeting is also a very simple task with Calabrio Teleopti WFM. In addition, the integration with the ZOOM automated call center undoubtedly helps to increase growth. Calabrio Teleopti WFM also helps the customer service team to know in detail what the needs are according to the projects to be achieved during the day or also to make monthly projections, we know how to use this tool, it is a very simple tool to use and it does not represent any difficulty some. The scope of Calabrio Teleopti WFM is amazing, simply andresito department to improve work time.

• Time management according to work shifts.
• Real-time reports of changes in work dates.

• Organizing workers by work shift helps control shortages of essential staff.
• Time is managed with wisdom and personalization.

• It has saved us a ton of time and money on the WFM management side by optimizing schedule creation and break placement.
• Unfortunately the rash of technical issues have been a downside from an ROI side, every minute we are offline is lost revenue.
• We saved a ton of money because of their excellent training and customer service offerings, there was no need for a laborious install process or protracted training.

NICE Workforce Optimization, Kronos Workforce Central, Kronos Workforce Ready and JDA Workforce Management

Excel4apps, Dynamic Interactive, Citrix CloudBridge, 24SevenOffice

Calabrio Teleopti WFM helps us better forecast the number of customer service agents we will need based off of projected volume and other variables. The number of agents allows us to better serve the customers with better response times and it also allows the company to better forecast the financial obligations of the customer service area of the business.

• Ease or use
• Quickly being able to run different scernarios
• Clear output of what the requirements will be

• The scenarios can take some time to run
• It isn't always clear what metrics drive the model more