Amazon Connect vs Calabrio ONE comparison

Amazon Web Services (AWS) and Calabrio are both solutions in the AI Customer Experience Personalization category. Amazon Web Services (AWS) is ranked #1 with an average rating of 8.4, while Calabrio is ranked #10. Amazon Web Services (AWS) holds a 4.1% mindshare in ACEP, compared to Calabrio’s 1.9% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 81% of Calabrio users who would recommend it.

Amazon Connect

Read 25 Amazon Connect reviews

2,737 Views
301 Comparison Views

100% willing to recommend

Calabrio ONE

Read 32 Calabrio ONE reviews

622 Views
174 Comparison Views

81% willing to recommend

Amazon Connect

Calabrio ONE

Comparison Buyer's Guide

Download the report

Executive Summary

We performed a comparison between Amazon Connect and Calabrio ONE based on real PeerSpot user reviews.

Find out in this report how the two AI Customer Experience Personalization solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Amazon Connect vs. Calabrio ONE Report (Updated: December 2025).

Buyer's Guide

Amazon Connect vs. Calabrio ONE

December 2025

Download the complete report

Helped 881,082 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Amazon Connect

Ranking in AI Customer Experience Personalization

1st

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Contact Center Platforms (1st), Contact Center as a Service (CCaaS) (1st), AI Customer Support (1st)

Calabrio ONE

Ranking in AI Customer Experience Personalization

10th

Average Rating

7.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

Workforce Engagement Management (4th), AI Scheduling & Coordination (9th)

Mindshare comparison

As of January 2026, in the AI Customer Experience Personalization category, the mindshare of Amazon Connect is 4.1%, up from 2.8% compared to the previous year. The mindshare of Calabrio ONE is 1.9%, down from 2.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

AI Customer Experience Personalization Market Share Distribution
Product	Market Share (%)
Amazon Connect	4.1%
Calabrio ONE	1.9%
Other	94.0%

AI Customer Experience Personalization

Featured Reviews

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

Enables seamless integration with leading customer support platforms and offers reliable and scalable communication solutions

The feature I find best about Amazon Connect, which is currently on trend, is the artificial intelligence. It helps us maintain continuity with the client. For instance, if a client calls for a ticket and calls again after three days, we can keep the same ticket or request to provide follow-up with the same agent or person. That is a valuable feature. Another important capability I discovered is that, from a technical perspective, you can select the caller ID in such a way that if one of your direct numbers fails, you can select another one to proceed with the calls. The system is not dependent on one calling number.

Read full review

Gaye Stone

Customer Service Analyst/Scheduler at Tucson Electric Power

The Copy Schedule Activities reduces time spent for changing activities. Agents are not able to cancel an approved request in the Time Off Request area.

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.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Amazon Connect has positively impacted our organization because we used to have manual processing to gather more information and then create the summary, which takes time for our customers, but now it's a plug-in solution, and this summary is very helpful for us to review and settle the claim early."

"The Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed."

"Amazon Connect is really simple, straightforward, and very flexible."

"There is no technical experience needed to build it. It's easy for beginners to understand and use."

"Amazon Connect is easy to learn."

"There are a lot of features with Amazon Connect. One is the pay-as-you-go model. I don't have to buy any infrastructure or servers, licenses, or contracts. From a financial point of view, there's no upfront capital expenditure (capex) cost. Everything is pay-as-you-go."

"The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily."

"It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."

More Amazon Connect pros

"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."

Cons

"There may be room for security improvement, especially since data is stored in the cloud. While cloud security measures are robust, there may be concerns about data safety compared to traditional server setups."

"There are issues on features like Lambda integrations and time-out"

"There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic."

"The scalability needs improvement."

"For enterprises to get maximum use, we often need a dialer system. or example – you have a list of people to call, you load it, and the system automatically dials and connects you without having to manually dial each number. That's the kind of automated outbound dialing feature."

"The product does not have any reporting dashboards."

"Smaller organizations might prefer standalone products like Success KPI WFM or Genesys WFM. Adopting Amazon Connect necessitates using other AWS services, which could lead to higher-than-expected costs. So, the potential for unknowingly increased costs is a con."

"Amazon Connect should enhance its native agent desktop. Intuitive UI should be present for the agent desktop. Currently, it forces users to rely on third-party CRM integrations. Predominantly, there is no support for full-fledged customization for the native agent desktop. More customization options for the native desktop would be beneficial."

More Amazon Connect cons

"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."

Pricing and Cost Advice

"The licensing is a pay-as-you-go model."

"The pricing of the Amazon is reasonable compared to other cloud providers."

"The tool's licensing model is pay-as-you-go."

"The solution is neither very expensive nor very cheap."

"I would rate the pricing a nine out of ten, with ten being the most affordable."

"The tool is cheaper than on-premise contact centers."

"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."

"I rate the tool's pricing an eight out of ten."

More Amazon Connect pricing and cost advice

Information not available

See which vendors are best for you

Use our free recommendation engine to learn which AI Customer Experience Personalization solutions are best for your needs.

See recommendations

881,082 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

12%

Financial Services Firm

11%

Insurance Company

Government

Insurance Company

15%

Financial Services Firm

12%

Energy/Utilities Company

10%

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	4
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	1
Large Enterprise	29

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

See all answers

What do you like most about Amazon Connect?

Amazon Connect is really simple, straightforward, and very flexible.

See all answers

What is your experience regarding pricing and costs for Amazon Connect?

Most of my customers are not going with the pay-as-you-go pricing model, as they prefer yearly contracts or three-year contracts. They reserve it. So not all the services we used are pay-as-you-go;...

See all answers

Ask a question

Earn 20 points

Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 27% of the time

Five9 vs Amazon Connect

Compared 17% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 11% of the time

NICE CXone vs Amazon Connect

Compared 9% of the time

Zendesk Messaging vs Amazon Connect

Compared 6% of the time

More Amazon Connect Competitors

Genesys Cloud CX vs Calabrio ONE

Compared 32% of the time

NICE Workforce Engagement Management vs Calabrio ONE

Compared 21% of the time

Verint Open CCaaS vs Calabrio ONE

Compared 20% of the time

NICE CXone vs Calabrio ONE

Compared 18% of the time

Alvaria Workforce Management vs Calabrio ONE

Compared 10% of the time

More Calabrio ONE Competitors

Product Reports

Buyer's Guide

Amazon Connect

January 2026

Download Amazon Connect product report

Buyer's Guide

Workforce Engagement Management

January 2026

Download Calabrio ONE product report

Also Known As

AWS Connect

Calabrio

Overview

Amazon Connect offers a cloud-based contact center solution, featuring seamless AWS integration and AI capabilities like Lex Bot. It enables cost-effective, scalable operations across global locations with a pay-as-you-go model, eliminating maintenance fees and hardware requirements.

Amazon Connect revolutionizes contact centers by integrating AI-driven automation and real-time analytics for efficient operations. It supports agents with flexible call routing, machine learning insights, and an intuitive design. Businesses benefit from its scalability and reliability while leveraging its global reach. While it excels in many areas, improvements are needed in pricing structure, workforce management features, CRM integration, and multi-channel communication capabilities. Further enhancements in call quality, outbound call features, and security would strengthen its market position.

What are the most important features of Amazon Connect?

Seamless AWS Integration: Easily connects with AWS services for enhanced operations.
AI Capabilities: Utilizes Lex Bot for intelligent call handling and automation.
Flexible Call Routing: Adjusts to meet diverse business needs and workflows.
User-Friendly Interface: Allows quick setup and management.
Analytics and Machine Learning: Provides real-time insights and automation.

What benefits and ROI should users look for in reviews?

Cost-Effectiveness: Pay-as-you-go model minimizes expenses without maintenance fees.
Scalability: Adapts to business growth across global locations.
Reliability: Ensures continuous and seamless operations.
Efficiency: Reduces need for VoIP hardware, optimizing resources.
Omni-channel Capabilities: Supports voice, chat, and email communication.

Amazon Connect is widely utilized by organizations migrating from traditional contact center solutions like Cisco and Avaya. Integrated with CRM systems such as Salesforce and ServiceNow, it enhances call routing, IVR, and agent dashboards, promoting efficiency. Industries benefit from its AI-driven automation and softphones to streamline communication processes, particularly in those seeking to modernize and achieve seamless omnichannel customer engagement.

Amazon Web Services (AWS)

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.

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

Sample Customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.

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

Buyer's Guide

Amazon Connect vs. Calabrio ONE

December 2025

Free Report: Amazon Connect vs. Calabrio ONE

Find out what your peers are saying about Amazon Connect vs. Calabrio ONE and other solutions. Updated: December 2025.

DOWNLOAD NOW

881,082 professionals have used our research since 2012.

See our Amazon Connect vs. Calabrio ONE report.

See our list of best AI Customer Experience Personalization vendors.

We monitor all AI Customer Experience Personalization reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.