Calabrio Reviews & Pricing

Key Features

• Call Recording: Automatically record and retrieve calls. Utilize recorded data and gain strategies to fuel better decision-making. Tag inbound calls for better identification and to communicate with others for mentoring or training. 
• Analytics: Deliver helpful information collected by unique metrics such as complex data conversion, phonetics amalgamations and speech-to-text. Provide complete visibility for various essential business reports such as customer interactions. Collect structured and unstructured business data in a centralized location to better understand trends information relating to chats, surveys, emails, calls, back-office processes, social media posts or websites. 
• Reporting: Compare employee performance and team workflows through real-time, detailed customer interaction reports. Evaluate employee productivity and hours worked. Connect with stakeholders better via intuitive charts and graphs. 
• Quality Management: Set up a comprehensive quality command center to acquire audio and video recordings and oversee evaluation forms. Automatically receive quality management information and monitor potential quality-related errors with constant updates. 
• Workforce Management: Set an automated contact center supervisor to provide scheduling flexibility and task management. Navigate workforce complexities in a systematic order with intuitive workforce management tools. 
• Calabrio One: Improve business productivity via valuable consumer interaction resources. Predict business trends and get data-powered insights with AI and ML technology. Scale productivity with a customizable tool that supports workforce engagements, built-in security and customer-centric statistics. 

Approach to Common Challenges

• Accurate Forecasting and Scheduling: Calabrio's forecasting engine leverages historical data, real-time trends, and AI-powered algorithms to create precise staffing predictions, minimizing overstaffing and understaffing. Its automated scheduling tools optimize shifts based on agent skills, preferences, and compliance requirements.
• Intra-day Adjustments: Real-time dashboards and alerts enable managers to proactively address unexpected call volume spikes or agent absences. Calabrio's intra-day management features allow for quick shift adjustments, break optimization, and task reassignment to maintain service levels.
• Agent Engagement and Retention: Calabrio fosters a positive agent experience through gamification, performance incentives, and personalized coaching. Self-scheduling options and flexible work arrangements empower agents with a sense of control over their work-life balance.
• Compliance and Adherence: The platform enforces adherence to industry regulations and internal policies through automated scheduling rules, real-time alerts, and comprehensive reporting. It tracks adherence to break and meal schedules, mandatory training, and quality standards.
• Omnichannel Workforce Management: Calabrio supports unified management of agents across multiple channels, including voice, email, chat, and social media. It seamlessly integrates with contact center platforms and CRM systems to provide a holistic view of customer interactions and agent performance.

Cost Of Ownership

• Q: What is the typical cost of Calabrio Workforce Management?
  A: Calabrio employs a tiered pricing model with costs fluctuating based on the number of agents, desired features, and deployment method (cloud or on-premise). Expect baseline packages starting around $75 per agent/month, with advanced features and larger deployments incurring higher costs. Remember, this is just an estimate, and it's crucial to discuss your specific needs with Calabrio for a tailored quote.
• Q: Is Calabrio more expensive than its competitors?
  A: Calabrio falls within the upper range of Workforce Management software pricing compared to basic solutions. However, its robust feature set, scalability, and industry-specific expertise often justify the cost for complex contact centers and organizations with strict compliance requirements. Consider the long-term value of Calabrio's features and potential efficiency gains before solely focusing on upfront costs.
• Q: Are there any hidden fees or additional costs I should be aware of?
  A: While the core Calabrio subscription covers most functionalities, additional costs can arise from implementation fees, training services, data storage beyond included limits, and integrations with third-party tools. Be sure to clarify all potential charges during the initial quote stage to avoid unexpected surprises down the line.

Limitations

•  Lacks product documentation attributes. 
•  Slow implementation process. 
•  Limited reporting options. 
•  The configuration interface isn’t intuitive. 

Suite Support

FAQ

• Q: How easy is it to learn and use Calabrio?
  A: While Calabrio offers comprehensive features, the interface can be initially complex for new users. Extensive training resources and support are available, but some user reviews mention a steeper learning curve compared to simpler WFM solutions.
• Q: How well does Calabrio integrate with other software?
  A: Calabrio boasts strong integration capabilities with popular contact center platforms, CRMs, and other business tools. Pre-built connectors and APIs facilitate seamless data exchange and workflow automation, enhancing overall operational efficiency.
• Q: Can Calabrio handle complex scheduling needs?
  A: Calabrio excels in managing intricate agent schedules, catering to multi-skilled teams, diverse compliance requirements, and part-time/freelance arrangements. Its advanced features automate rule-based scheduling, handle agent preferences, and optimize workloads for peak performance.
• Q: How effective is Calabrio at improving agent engagement?
  A: Calabrio offers tools like gamification, performance incentives, and self-service scheduling to empower agents and boost engagement. Real-time feedback and coaching capabilities further promote a positive work environment and increase agent satisfaction.
• Q: How does Calabrio compare to cloud-based WFM solutions?
  A: Calabrio is available in both cloud and on-premise deployments. While the cloud option offers easier scalability and maintenance, some organizations might prefer the data control and customization flexibility of on-premise installations. Carefully evaluate your specific needs and resources when choosing the deployment model.