Calabrio ONE vs Five9 comparison

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Calabrio ONE

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Executive Summary

We performed a comparison between Calabrio ONE and Five9 based on real PeerSpot user reviews.

Find out in this report how the two Workforce Engagement Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Calabrio ONE vs. Five9 Report (Updated: November 2026).

Calabrio ONE vs. Five9

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Helped 921,523 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

Calabrio ONE

Ranking in Workforce Engagement Management

2nd

Average Rating

7.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

AI Customer Experience Personalization (1st), AI Scheduling & Coordination (1st)

Five9

Ranking in Workforce Engagement Management

4th

Average Rating

8.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Contact Center Platforms (3rd), Contact Center Infrastructure (1st), Sales Force Automation (8th), Contact Center as a Service (CCaaS) (4th)

Mindshare comparison

As of November 2026, in the Workforce Engagement Management category, the mindshare of Calabrio ONE is 6.2%, up from 6.1% compared to the previous year. The mindshare of Five9 is 4.8%, down from 7.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Workforce Engagement Management Mindshare Distribution
Product	Mindshare (%)
Calabrio ONE	6.2%
Five9	4.8%
Other	89.0%

Workforce Engagement Management

Featured Reviews

Jaleelakadheer Mohideen

Operation Planning Associate at a financial services firm with 5,001-10,000 employees

Improved agent adherence and scheduling have boosted satisfaction but reporting still needs real time

In terms of improvements for Calabrio ONE, since I do not work with forecasting, I think we could collaborate AWS with Calabrio ONE to get live data fed into Calabrio ONE, which would be even greater for forecasting. We pull the majority of our reports through Calabrio ONE, and something I have noticed is that for the intraday report, if we want to pull data at 12:30, we have to wait until 12:45. It is a 15-minute refresher window, which is lagging behind. This delay is the same for any report being pulled. I do not have a grand overview of forecasting, but it generally takes a long time, and my agents have not been able to collaborate AWS with Calabrio ONE in the forecasting aspect. Apart from that, everything else is working great on Calabrio ONE. I would love it if it was more real-time and if I could download the data almost immediately without waiting for that 15-minute buffer. I rate Calabrio ONE a seven because I feel it could be improved. As I mentioned, the 15-minute buffer is an issue, and the real-time feeding into forecasting could be better. If we could control Shift Bags within Calabrio ONE instead of using another application like Teleopti to manage Shift Bags or control overall shifts, that would be even better. Right now, we use a combination of Teleopti and Calabrio ONE to decide the Shift Bags. The quantity and quality of results provided by Calabrio ONE are accurate 95 percent of the time. The forecasting feature in the application might not be the most accurate, which is an area where we do have issues, especially when scheduling breaks at intervals where calls might be at a higher volume. Those are rigged. Apart from that, since breaks and other meetings get allotted automatically, we do have to manually move them around because that forecasting is not accurate. If that could be improved, it would be great.

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reviewer2788932

CX Intelligence Analytics at a healthcare company with 1,001-5,000 employees

Advanced call routing has enabled complex CRM-driven workflows but reporting still needs improvement

The complex call routing capabilities were valuable. I was able to set up fairly complex call routing, capturing data via internal IVR for potential customers' geography and then conducting lookups to determine which skill to route calls to. I also set up complex rollover, so if the first person could not answer, callers would wait a specified number of seconds hoping they would become available, and if they did not, the call would roll over to the next person. I was able to set up fairly complex integrations between our CRM and leverage that data for complex call routing, and it worked well. The integration and call routing both performed well.

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Quotes from Members

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

Pros

"Customer Service: The customer service is always very good."

"The reliability of Calabrio ONE for recording has positively impacted our organization, as we are using it for multiple partners."

"I find Calabrio ONE much more efficient than the system we were using before, which I cannot even remember the name of because it was that ineffective."

"Calabrio ONE impacted my organization positively by making it really easy to keep track of each and everything, such as PTO quotas, AHT, volume, adherence, and agent performances, so it was just really easy to capture all the details and see what the trends are, how the data is behaving, and it helped the organization gain a gold standard in our yearly reviews."

"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."

"The feature which is the most valuable at this time is the support from all aspects of Calabrio, starting from the Sales team, to the implementation team, to the trainers, as they are all willing to support us through the entire process."

"Calabrio ONE has positively impacted our organization as the clients were happy with the implementation; they initially used NICE and switched to Calabrio ONE."

"Customer Service: Excellent. Technical Support: Excellent."

More Calabrio ONE pros

"The technical support for Five9 has been exemplary."

"Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing... Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients."

"I like the fact that I can customize the cadencing. I can drill in and create custom contact point cadencing for all of our different categories of leads. We attack some people more aggressively, but others much more softly. I have much more confidence that things aren't slipping through the cracks. It continues to bring customers up for us until they've either moved through the cycle or we've removed them from the cycle. It gives us greater peace of mind. The ability to get in quickly and customize many of those pieces easily was appealing to us."

"The product’s IVR script editor is very easy and simple to use."

"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."

"I like the ease with which we can make changes if necessary. Currently, we are using it for phone and email distribution, but we're talking about adding chat and delving into the omnichannel features more."

"Overall, Five9 has made my job easier compared to before, and I do not struggle with it."

"Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization."

More Five9 pros

Cons

"Being able to "publish" or rerun the schedule for only one agent would be ideal."

"I rate Calabrio ONE a seven because I feel it could be improved."

"I think Calabrio has a lot of potential but the day to day scheduling functions take too many steps."

"I would like to see the ability to run an individual Agent on any given service queues without loosing any entered exceptions."

"There have been some imperfections in the product, however, support has ALWAYS stepped up and assisted until resolved, even if it meant a patch or something."

"Calabrio ONE's user interface is a bit slow, but this issue likely stems from our internet package rather than the application."

"We have encountered plenty of deployment issues."

"I was told they are looking into adding chat evaluations as a feature in Calabrio. Right now, I can create an evaluation to grade chat interactions, but I have to view the actual interaction in a different system."

More Calabrio ONE cons

"There have also been some challenges in being able to keep the format of an original email. The solution acts as a proxy, but it's not bringing over the full format that the email came in with... Five9's email channel isn't as good as some other vendors' email channels that I've seen. But there is an upgrade coming..."

"During training and demos, resiliency tests failed, which was not ideal. This is a concern for stability."

"I rate Five9 support five out of 10. My experience with Five9 support has been mixed. It's good at times but not particularly helpful sometimes."

"Sometimes, there are some call quality issue complaints from our users."

"The technical support is inconsistent and has room for improvement."

"Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one."

"There are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first..."

"Maintaining the original DNS on Five9 across campaigns is difficult."

More Five9 cons

Pricing and Cost Advice

Information not available

"Their license structure, out of the box, is better than that of other providers and their pricing is much less than other vendors we've looked at."

"Five9's pricing wasn't quite as flexible as I'd hoped, but it ended up being reasonably priced overall."

"Five9 is expensive, but most companies would find that using it is worth the cost."

"I prefer Five9's licensing model."

"The product is not the most expensive, but it's not cheap."

"Five9 is a little expensive because of our company's size. That said, it scales pretty well. The daily usage costs and monthly fees seem about right. It's not out of line with what we'd expect from other companies. However, they seem to have a one-size-fits-all implementation fee. Most of their clients have hundreds if not thousands of seats in the call centers, so $5,000 or $10,000 is not a huge cost. It would be nice if they had a sliding scale for smaller companies."

"The product's pricing is flexible and reasonable."

"Five9 is reasonable."

More Five9 pricing and cost advice

See which vendors are best for you

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Top Industries

By visitors reading reviews

Financial Services Firm

21%

Outsourcing Company

18%

Comms Service Provider

10%

Manufacturing Company

10%

Financial Services Firm

13%

Manufacturing Company

10%

Insurance Company

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	2
Large Enterprise	38

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	7
Large Enterprise	7

Questions from the Community

What is your experience regarding pricing and costs for Calabrio ONE?

I do not know about that because my company provided it to me. I do not know about the costing of Calabrio ONE, the licensing, or the setup costs because my organization provided it. I did not hand...

What needs improvement with Calabrio ONE?

The only thing I would say for improvement in Calabrio ONE is the meetings feature that we talked about. Sometimes it doesn't schedule everyone even though there are blocks available, and I&#39...

What is your primary use case for Calabrio ONE?

My team as a whole uses Calabrio ONE for forecasting, reporting, and scheduling. In my actual role, my day-to-day usage is more focused on scheduling and tools like Intraday Adherence for monitorin...

What needs improvement with Five9?

The reporting suite needed improvement. I saw recently that Five9 released a new platform for reporting, as the reporting was not great previously.

What is your primary use case for Five9?

I was using Five9 in the senior living space.

What advice do you have for others considering Five9?

I was a Workforce Management Director in that role at that time. I would note that I have no experience with CXone, only IEX. As a telephony platform, Five9 served my needs. My overall review ratin...

NICE CXone vs Calabrio ONE

Comparisons

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Verint Open CCaaS vs Calabrio ONE

Compared 13% of the time

NICE Workforce Engagement Management vs Calabrio ONE

Compared 12% of the time

ZOOM Eleveo WFM vs Calabrio ONE

Compared 10% of the time

Legion WFM vs Calabrio ONE

Compared 3% of the time

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Compared 9% of the time

Amazon Connect vs Five9

Compared 7% of the time

Cisco Unified Contact Center Enterprise vs Five9

Compared 7% of the time

Cisco Webex Contact Center vs Five9

Compared 6% of the time

Talkdesk vs Five9

Compared 6% of the time

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Product Reports

Calabrio ONE

Download Calabrio ONE product report

Download Five9 product report

Also Known As

Calabrio

No data available

Overview

Calabrio ONE is a comprehensive suite designed for customer experience management, offering workforce optimization, analytics, and performance management features to streamline contact center operations.

Calabrio ONE delivers tools to enhance staff productivity and elevate customer interactions. With analytics-driven insights and workforce management capabilities, it empowers organizations with data-led decision-making for operational efficiency, ensuring streamlined communications and superior performance metrics across all contact points.

What features define Calabrio ONE?

Workforce Management: Optimizes scheduling, forecasting, and staffing to enhance customer service efficiency.
Quality Management: Provides tools for call recording and performance evaluation to guarantee service consistency.
Analytics: Delivers deep data insights to improve operational strategies and customer satisfaction.
Performance Management: Offers dashboards and reports to track and improve individual and team KPIs.

What are the benefits of using Calabrio ONE?

Increased Efficiency: Streamlines workflows to reduce operational costs and time.
Enhanced Customer Satisfaction: Improves service quality and response times.
Data-Driven Decisions: Empowers managers with insights to make informed policy changes.
Scalability: Supports growth and adaptability in dynamic environments.

Calabrio ONE finds application in industries like finance, healthcare, and retail for improving customer service operations. It integrates seamlessly within industry-specific workflows to deliver scalable, tailored experiences that drive business goals effectively and ensure a competitive edge through enhanced service delivery.

Calabrio

Five9 is a comprehensive cloud contact center and customer service solution offering a broad range of features and benefits designed for effective contact center operations. Its virtual contact center products encompass inbound, outbound, and multichannel contact center software features, distinguishing it among cloud contact center software vendors. Five9 is recognized for its constant innovation, which has led to its position as a leading cloud contact center software vendor.

Five9 provides a feature-rich cloud contact center platform designed to streamline and enhance customer engagement. The solution offers a comprehensive suite of features including:

Omnichannel routing - Intelligently routes interactions across voice, email, chat, social media and SMS.
IVR and self-service - Sophisticated IVR applications and self-service options powered by natural language processing.
Workforce optimization - Tools for tracking metrics, monitoring interactions, coaching agents, and enhancing productivity.
APIs and integrations - Open platform to connect Five9 with ACD, CRM, workforce management and other business systems.
Flexible deployment - Public, private or hybrid cloud deployment options.

Five9 aims to transform customer experiences with AI-powered interactions, actionable insights, and seamless integration between channels. With advanced analytics and reporting capabilities, Five9 helps businesses improve customer service and increase operational efficiency.

According to our interviews with Five9's users, Five9's solution emerges as a highly scalable and adaptable contact center platform that seamlessly integrates with Salesforce and provides valuable real-time reporting and analytics. Its AI-powered features and omnichannel capabilities further enhance customer satisfaction and operational efficiency. Users praise Five9 for its efficient inbound/outbound calling, reliable voicemail and messaging, and easy remote agent access. However, some cite issues with call quality, interface design, system stability, and customer support responsiveness. Mobile app availability and social media are seen as areas for improvement. However, there is really little info on the mobile app.

Below are several quotes from Five9's users:

"Five9 is a highly flexible and adaptable solution that can handle increased workloads and accommodate growth without any issues."
- Business Operations Manager, Retail Industry
"Five9's real-time reporting and analytics are incredibly valuable. They give us insights into agent performance, customer interactions, and overall call center operations."
- Contact Center Manager, Retail Industry
"Five9's AI-powered features, such as chatbots and virtual assistants, have helped us to improve customer satisfaction and reduce handle times."
- Customer Service Manager, E-commerce Industry

Overall, Five9 provides a robust, innovative contact center platform with extensive features and flexibility. It's a strong option for organizations seeking to optimize customer engagement across channels within a secure, scalable cloud environment.

Sample Customers

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

Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth

Calabrio ONE vs. Five9