Calabrio FAQs

    • Who is Calabrio best for - their role(s) within what kind of companies.

      Calabrio ONE presents all employees – agents, supervisors, managers, schedulers, analysts and executives – with a consistent, unified user experience. Calabrio helps organizations in all industries and of all sizes reach their strategic goals by amplifying and providing better insight into one of the most invaluable enterprise resources–the contact center. Calabrio has established itself as the modern, friendly alternative in the workforce optimization space, and some of the largest companies in the world have teamed with Calabrio.

    • How does Calabrio benefit them?

      The Calabrio ONE dashboard presents all employees – agents, supervisors, managers, analysts and executives – with a consistent, unified user experience. The customizable interface sets the standard in the market for ease of use, and intuitive access to data and reporting. Powered by a series of clear, intuitive, analytics-enabled widgets, every person with a stake in your company can clearly see what they need to focus on. It helps you overcome common performance obstacles and drive smarter, faster, more informed decision making.
      Role-based access gives every type of user “the right view” – from the agent who wants easy access to their schedule and performance, to the supervisor responsible for team service levels, to the executive who can share customer insights across the organization. Calabrio ONE also supports “combined” roles, so supervisors can also have scheduling privileges within their view, for example.

    • How technical do users need to be to use Calabrio's software?

      The Calabrio vision is centered on the user. Calabrio’s human-centered philosophy prioritizes people over technology. People should be empowered by technology, not replaced by it. Calabrio solutions are easy to use and offer intuitive access data to turn insights to action. Calabrio ONE is easy to deploy, requiring less infrastructure and less effort to maintain with a lower total cost of ownership, so you can do more with your budget. Calabrio ONE is built on a single, unified platform that can be delivered in the cloud, on-premises or in a hybrid environment with no variance in functionality. Your contact center staff benefits from just one user manual and a single user training—versus the hassle of learning multiple user interfaces across disparate software platforms.

    • What makes Calabrio a leader in this space?

      Calabrio ONE gives you the complete toolset to unlock the tremendous value buried within your customer interaction data and use it to transform your entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed how you choose—in the cloud, on-premises, or in a hybrid environment.
      Calabrio ONE is the only truly multi-tenanted cloud WFO solution to seamlessly support the multichannel customer service preferences of today’s workforce and consumer. Other vendors offer a cloud solution that is actually built on a multi-instance platform. In this scenario, each customer or tenant receives its own server.
      To scale up, new servers must be switched on manually. To get the latest functionality, the latest software must be installed separately for each instance, significantly delaying your ability to benefit from new features. This legacy approach requires more effort to administer by the vendor and those costs get passed along to you, the customer.

    • How/why is Calabrio better than those competitors (or most others in their market)? What about Calabrio is unique, stronger, easier, etc.?

      We know something our competitors don’t—contact center software doesn’t have to be complicated. Calabrio ONE is a unified workforce optimization (WFO) software suite—including call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics—that enables contact centers to accomplish more with less effort. Tightly integrated and streamlined workflows across the suite, coupled with market-leading usability and rich analytics, transforms the contact center into a customer engagement center and a valuable source of customer insight. Our core belief is the best software revolves around the needs of the people who use it, not the companies that make it. By continually investing our energy and resources into improving the user experience, our products are designed to be intuitive, easy to use, and relevant.

    • What kind of features can customers expect Calabrio to release in the near future? And longer term?

      We believe that listening first will result in better, personalized solutions. When it comes to innovation, we turn to our customers, and we’re not ashamed to say their feedback has resulted in some of our best work. More than 60 percent of our product innovation at Calabrio is driven by customer feedback.

    • Which popular or common software does Calabrio integrate with?

      Calabrio ONE--whether deployed in the cloud or on-premises--is ACD neutral, integrating with Avaya, Amazon Connect, BroadSoft, Cisco, Five9, Serenova and others—whether the ACD resides on-premises or in the cloud.
      You can learn more about our platform partnerships here: https://www.calabrio.com/platform-partners/

    • Software pricing can often be complex. If it's pretty straightforward, list tiers, pricing (per year, seat, etc) and limits for Calabrio. If it's not simple, use broad estimates or ranges for typical setups.

      Calabrio offers simple, flexible pricing, which allows us to achieve the lowest total cost of ownership on the market. Unlike other vendors, Calabrio offers a single price per seat with no hidden costs and no complex pricing schedule. Calabrio packs more standard features into our solutions, so you aren’t hit by surprise add-on costs to get the features you need.
      Calabrio’s simplified approach to pricing has been extended to Calabrio ONE Cloud. The cloud provides the ideal mechanism for contact center “bursting”—rapidly adding seats to respond to volume surges such as seasonal peaks. With Calabrio’s pricing model, you pay only for the licenses and storage you use when you expand beyond your minimum commitment. Calabrio ONE Cloud provides immediate access to limitless resources, enabling you to scale up and down without the upfront investment and inefficiency of deploying on-premises infrastructure that would go unused most of the year. This limitless cloud resource enables contact centers with operations on-premises to connect seamlessly with a cloud instance. This allows a business to hire additional agents to cover peak demand without having to add additional servers or to hire a third-party vendor. You keep total visibility and control over operations, culture and, ultimately, the customer experience.
      Calabrio ONE is easy to deploy and configure, which means our customers acquire and support far less infrastructure – a third of the price of competitive software. One customer saved 72% on installation and maintenance over three years by switching to Calabrio, leaving them with plenty of budget left to achieve more.

    • Does Calabrio offer any kind of training/education for their product?

      The Calabrio Learning Center offers great self-directed or instructor-led training content. Our own team uses these assets to ensure best-in-class results, and they are always available to provide insights and training for your own technical teams. The Calabrio Success Center offers users an extensive repository of educational content, including an ever-evolving knowledge base of how-to articles, user guides and exclusive training videos.

    • Describe the implementation process and timeline for Calabrio software.

      Calabrio Professional Services team is designed to make sure that transformation delivers great outcomes for your organization. You can count on our project managers, certified engineers and trainers for exceptional service whether you’re deploying Calabrio ONE for the first time or launching a new initiative to get bold, new benefits from the platform. We’ve developed program management metrics that allow us to track and communicate the progress of every initial deployment or upgrade project--whether you're deploying on-premises or in the cloud.
      We complement our consultative approach to implementation with comprehensive training programs and unparalleled customer support. We see our role as trusted adviser, and we focus on helping our customers reach their goals. The Calabrio Innovation Center ensures our customers are successful during each step of their journey through a carefully crafted set of consulting engagements, workshops, managed services, and customer success programs. Most engagements come at no extra cost to you.

    • What are the Calabrio support options? List all.

      Calabrio Support Services are available 24/7 every day of the year. Our certified support engineers have decades of cumulative contact center application experience and receive consistently high marks for their technical ability and responsiveness.

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