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Calabrio ONE vs Genesys PureConnect [EOL] comparison

Calabrio and Genesys are both solutions in the Workforce Engagement Management category. Additionally, 81% of Calabrio users are willing to recommend the solution, compared to 100% of Genesys users who would recommend it.
Calabrio ONE
Read 32 Calabrio ONE reviews
  • 1,121 Views
  • 863 Comparison Views
81% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Calabrio ONE and Genesys PureConnect [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, NICE, Five9 and others in Workforce Engagement Management.

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To learn more, read our detailed Workforce Engagement Management Report (Updated: March 2026).
Buyer's Guide
Workforce Engagement Management
March 2026
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Helped 885,286 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
Average Rating
7.8
Reviews Sentiment
7.5
Number of Reviews
32
Ranking in other categories
Workforce Engagement Management (4th), AI Customer Experience Personalization (8th), AI Scheduling & Coordination (15th)
Genesys PureConnect [EOL]
Average Rating
9.0
Reviews Sentiment
8.3
Number of Reviews
1
Ranking in other categories
No ranking in other categories
 

Featured Reviews

GS
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.
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Mohamed-Saber - PeerSpot reviewer
Mohamed-Saber
Sr. Genesys System Engineer at a tech services company with 201-500 employees
Provides great functionality
There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction A most valuable feature is that it can be customized to meet all customer needs.  As of now, they are doing great in all areas and they…
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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

"It provides excellent call recording functionality."
"The most valuable feature is the ability to reach out to Calabrio with questions and suggestions."
"Customer Service: Excellent. Technical Support: Excellent."
"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."
"The UI is slick."
"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."
"Customer Service: Calabrio takes care of their customers very well; they really want to make sure you are extremely satisfied with your experience using the products."
"Customer Service: The customer service is always very good."
More Calabrio ONE pros
"Can integrate with a lot of gateways in voice."
 

Cons

"Not needing to reboot every day when recordings are an issue."
"Unfortunately, cell phone call recording is not available at this time."
"Some of the Cisco features have not fully migrated to the Avaya platform."
"The only area of improvement, in my opinion, would be faster loading times and faster search results."
"It sometimes needs quite clunky work arounds for certain things, e.g. If I add exceptions into agent schedules such as holidays or long term sickness, it's not easy to just delete them."
"Reporting and email notifications to agent when they have received evaluations of their call recordings."
"It would be nice if this product supported operating systems other than Windows. Some work is needed on better support of multiple browsers."
"Give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world."
More Calabrio ONE cons
"Customer support can sometimes be delayed."
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Top Industries

By visitors reading reviews
Financial Services Firm
13%
Insurance Company
11%
Comms Service Provider
8%
Energy/Utilities Company
8%
Financial Services Firm
17%
Comms Service Provider
11%
Insurance Company
10%
Outsourcing Company
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise1
Large Enterprise29
No data available
 

Comparisons

Genesys Cloud CX vs Calabrio ONE Logo
Genesys Cloud CX vs Calabrio ONE
Compared 24% of the time
NICE Workforce Engagement Management vs Calabrio ONE Logo
NICE Workforce Engagement Management vs Calabrio ONE
Compared 17% of the time
NICE CXone vs Calabrio ONE Logo
NICE CXone vs Calabrio ONE
Compared 17% of the time
Verint Open CCaaS vs Calabrio ONE Logo
Verint Open CCaaS vs Calabrio ONE
Compared 16% of the time
Alvaria Workforce Management vs Calabrio ONE Logo
Alvaria Workforce Management vs Calabrio ONE
Compared 10% of the time
More Calabrio ONE Competitors
Genesys Cloud CX vs Genesys PureConnect [EOL] Logo
Genesys Cloud CX vs Genesys PureConnect [EOL]
Compared 28% of the time
NICE CXone vs Genesys PureConnect [EOL] Logo
NICE CXone vs Genesys PureConnect [EOL]
Compared 14% of the time
Kamailio SIP Server vs Genesys PureConnect [EOL] Logo
Kamailio SIP Server vs Genesys PureConnect [EOL]
Compared 13% of the time
Five9 vs Genesys PureConnect [EOL] Logo
Five9 vs Genesys PureConnect [EOL]
Compared 13% of the time
Cisco Jabber vs Genesys PureConnect [EOL] Logo
Cisco Jabber vs Genesys PureConnect [EOL]
Compared 8% of the time
More Genesys PureConnect [EOL] Competitors
 

Product Reports

Buyer's Guide
Workforce Engagement Management
March 2026
Calabrio ONE reportDownload Calabrio ONE product report
Buyer's Guide
Workforce Engagement Management
March 2026
Genesys PureConnect [EOL] reportDownload Genesys PureConnect [EOL] product report
 

Also Known As

Calabrio
Interactive Intelligence Customer Interaction Center, CIC
 

Overview

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

Gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems.

Genesys
 

Sample Customers

Polaris, Equifax, Fedex, Rabo, Paychex, Virteva, VITAS Healthcare Corp, Keurig Green Mountain, AT&T, Esurance, Subaru, Boeing, Tiffany & Co., Thomson Reuters.
Americas Credit Union, Nowa Era, ING Bank, SJ Traffic Control, Western & Southern Life, Thomas Cook Northern Europe, Raiffeisen Bank, T-Mobile Austria, BOS Bank, mBank, Lasik MD, Allianz, Memira, Goteborg Energi AB
Buyer's Guide
Workforce Engagement Management
March 2026
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