Calabrio ONE Reviews

Name: Calabrio ONE
Brand: Calabrio
Rating: 3.9 (32 reviews)

3.9 out of 5

32 reviews
81% willing to recommend

What is Calabrio ONE?

Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer.

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Calabrio ONE is the #6 ranked solution in top Workforce Engagement Management solutions. PeerSpot users give Calabrio ONE an average rating of 7.8 out of 10. Calabrio ONE is most commonly compared to Genesys Cloud CX: Calabrio ONE vs Genesys Cloud CX. Calabrio ONE is popular among the large enterprise segment, accounting for 45% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a insurance company, accounting for 14% of all views.

Buyer's Guide

Workforce Engagement Management

June 2025

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Featured Calabrio ONE reviews

Gaye Stone

Customer Service Analyst/Scheduler at Tucson Electric Power

I cannot speak about the difference for the QM software. My main use is of the WFM software. A few of the features were "nice to have" features, but version 9.3 had some "deficiencies". The main problem was not being able to run scenarios in a pseudo scheduling area, so the way Calabrio is now, agents can possibly see test scenarios. Another problem is the Time Off Request area. Agents are not able to cancel an approved request through this area. The sorting/filtering could be improved upon greatly. We are scheduled to upgrade to version 10.0, which will resolve many of the issues we do not like about the current version that we are using. Update: We are still on version 9.3 and looking forward to upgrading.

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it_user768411

Senior Netwrok Engineer at a healthcare company with 10,001+ employees

The real-time screen Call monitoring Leadership is able to help new agents learn in real-time versus going back and reviewing. Some of the Cisco features have not fully-migrated to the Avaya platform. Two years. Yes. We have several applications that use AES. We had to get Avaya to write a…

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it_user694407

Telecommunications Engineer at a university with 1,001-5,000 employees

Customer Service: The customer service is always very good. The only point of improvement that I have shared with Calabrio management is we would appreciate their contact center being staffed 24/7 for after hours support. Right now, calls placed outside of normal hours go to an answer service for callback. Technical Support: It is very good. Their support engineers are always very knowledgeable and issues are resolved very quickly.

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Calabrio ONE mindshare

As of July 2025, the mindshare of Calabrio ONE in the Workforce Engagement Management category stands at 7.2%, up from 6.9% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Workforce Engagement Management

Key learnings from peers

Valuable Features

"The Copy Schedule Activities has been a favorite tool. It reduces time spent when I need to make changes which are identical to multiple agents' schedules."

Room for Improvement

"Give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world."
"Being able to "publish" or rerun the schedule for only one agent would be ideal."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Workforce Engagement Management Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Insurance Company

14%

Healthcare Company

11%

Energy/Utilities Company

Financial Services Firm

Manufacturing Company

Non Profit

Real Estate/Law Firm

Construction Company

Performing Arts

Transportation Company

Computer Software Company

Hospitality Company

Outsourcing Company

Wholesaler/Distributor

Government

Renewables & Environment Company

Legal Firm

Logistics Company

Media Company

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Learn more about Calabrio ONE

Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity.

Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has been named “Leader” by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2015). The company is also a member of the Cisco Solution Partner Program and the Avaya DevConnect program.

Calabrio ONE was previously known as Calabrio.

Calabrio ONE customers

Polaris, Equifax, Fedex, Rabo, Paychex, Virteva, VITAS Healthcare Corp, Keurig Green Mountain, AT&T, Esurance, Subaru, Boeing, Tiffany & Co., Thomson Reuters.