Mfg.Part: CSP-SP-CQMMAQ-LPUSR | CDW Part: 3868858
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CALABRIO ADV QUALITY MGMT PLT SUP is rated 3.5 out of 5 by 6.
Rated 3 out of 5 by from The dual-channel text to speech feature is valuable. We have encountered plenty? of deployment issues.? Valuable Features:* Analytics* Text to speech* Dual-channel text to speechImprovements to My Organization:We are able to address compliance issues more quickly.Room for Improvement:* Filtering out text-to-speech hits* Better results for negative categoriesUse of Solution:I have been using it for four months. I use the latest cloud version.Deployment Issues:We have encountered plenty of deployment issues.Stability Issues:We have encountered a few stability issues.Scalability Issues:We have not encountered any scalability issues.Customer Service:Customer service is 8 out of 10.Technical Support:Technical support is 7 out of 10.Previous Solutions:We previously used Avaya. We switched because we needed something different and more modern for new business.ROI:ROI is unknown.Other Solutions Considered:Before choosing this product, we also evaluated Avaya ( ).Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2017-03-22
Rated 3 out of 5 by from The realtime adherence is a great feature. Full UK support is still growing compared to the US. Valuable Features:The realtime adherence is a great feature, it lets us stay connected with the call floor and react when needed to demand peaks and shortfalls.Improvements to My Organization:This gives us a interactive view of the call floor then advisors can also see so they can be a part of the delivery and gain ownership.Use of Solution:2 years.Deployment Issues:No, the roll-out out was easy with measures in place to roll back if issues where encounteredStability Issues:On first roll-out we did but with a couple of server config changes these were resolved. Also we changed browser to Chrome for better performance.Scalability Issues:Not at all, we have over 500 employees using the system without an issue.Customer Service:The customer service we have received is first class.Technical Support:8 out of 10.Previous Solutions:We wanted to have a more updated cloud based solution that interrogated fully with our telephony system and had features to enhance our planning and quality capability such as a QM system and speech analytics.Initial Setup:Straightforward, once deployed on our server access they the intranet with single sign on was easy. One of the many benefits is the easy to navigation GUI and Config.Implementation Team:In partnership with a vendor.Cost and Licensing Advice:One of the reasons we selected this product was the licences are concurrent which is value for money when working in a 24 hour support service.Other Solutions Considered:We did, but we felt Calabrio was the best option for our company now and the journey ahead.Other Advice:Overall I feel this is a great product with a fantastic support network with a exciting features roadmap ahead.Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2017-01-21
Rated 4 out of 5 by from Areas I like about the product include dynamic scheduling, workflows and evaluator goals. Valuable Features:It's hard just to pick one area that I like about the product, because they have heard the needs of the customer, and almost everything we were looking in a WFO software they have... dynamic scheduling, workflows, evaluator goals... and I know that if there is something that the software does not do now, chances are that I will see it soon in the near future.Improvements to My Organization:By being able to manage better the time of the agents, and the ease of use thru intraday management, we have been able to move adherence goals from 80 to 85%, and we know that we can even bring it up to 90% in the near future, that alone has made our 6 locations that much more effective, resulting in better customer service for our patients and families.Room for Improvement:Reporting does need some improvement.Use of Solution:6+ yearsDeployment Issues:No.Stability Issues:No.Scalability Issues:No.Technical Support:10+ Excellent!Previous Solutions:No.Initial Setup:Pretty straightforward.Implementation Team:Vendor, great expertise.Cost and Licensing Advice:Pretty reasonable compared to the other on the market.Other Advice:This is a great suite, very complete, and they will always strive to make it suitable for your business... make sure that you ask as many questions you want. You would be surprise how much information they can provide you with... and their guidance in invaluable :) You are in good hands!Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2016-11-03
Rated 4 out of 5 by from Review about Calabrio Valuable Features:The self serve and workflow features have been of great value to us.Improvements to My Organization:it has enabled us to improve the process for requesting, approving and booking offline activity.Room for Improvement:15 minute intervals across the solution would be of great value.Use of Solution:Personally around 10 months.Deployment Issues:I wasn't involved in the deployment of the solution. However ongoing configuration is smooth with great support from Calabrio.Scalability Issues:We have worked with Calabria to help us get the most from the product in terms of multi skilling.Customer Service:The customer service has been excellentTechnical Support:We have received excellent remote and on site support.Previous Solutions:the solution was already in place when I joined our company.Initial Setup:from discussions with colleagues the initial setup was straightforward in that appropriate training was received and the system is laid out very logically.Implementation Team:all suppliers we dealt with , and calabrio themselves were excellentROI:I'm not able to share sensitive information relating to roi.Cost and Licensing Advice:project your costs forwardOther Solutions Considered:a number of products were evaluated and Calabrio was the best fitOther Advice:we look forward to future upgrades and getting even more from the systemDisclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2016-09-30
Rated 4 out of 5 by from Review about Calabrio Valuable Features:call recording and evaluationImprovements to My Organization:We have been able to use call recordings for training as well as perform staff performance evaluations.Room for Improvement:Reporting and email notifications to agent when they have received evaluations of their call recordings.Use of Solution:Since 2012Deployment Issues:We experienced mMinimal deployment issue but were met with the highest level of support to resolve from Calabrio representatives.Stability Issues:No, but stability of any vendor provided application is only as good as your designed network.Scalability Issues:No, we currently have 535 agents using AQM.Customer Service:Calabrio representatives work in conjunction with our VoIP service/support vendor to ensure our needs are met.Technical Support:Our organization is unique in that we first work through our in-house technical staff before contacting our service vendor who in turn contacts Calabrio if necessary. Whenever we have needed to engage Calabrio engineers the support has been acceptable.Previous Solutions:NoInitial Setup:Quite straightforward. However, after using the software we found that we probably didn't need to put all our agents into AQM licensing and could have gotten by with basic call recording licenses to save money.Implementation Team:I believe our implementation was more through in-house with support from vendor team. I think it would have been better to utilize the expertise of Calabrio for the initial implementation and then use our internal techs for any additional implementations. We may have had better understanding of the features/functionality of the software utilizing Calabrio more on the initial implementation.Cost and Licensing Advice:Make sure you know what type of licensing you need. Do you just need to record calls? Will you be using call evaluation forms?Other Solutions Considered:NoOther Advice:Make sure you have someone that has an understanding of this type of software and what the business needs are. If you go into purchasing a product that your vendor has shown you, chances are they presented all the bells and whistles of the product and your business may not need everything or vice versa, you may think you are getting all the bells and whistles but you didn't purchase the whole package.Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2016-09-30
Rated 3 out of 5 by from Review about Calabrio Valuable Features:Calabrio is open to feedback and so far has reacted quickly with changes.Room for Improvement:I think Calabrio has a lot of potential but the day to day scheduling functions take too many steps. I'd like for their product developers & decision makers to work in our call center for a week using the tool. I think it would give them a great perspective of where to go forward. The dashboard has potential but it's hard for management to use it as is. I've heard some user interface changes are in process so I hope to see improvement in the next big release.Use of Solution:A yearDeployment Issues:Yes, but Calabrio has been responsive to challenges.Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2016-09-30
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