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

2,024 Views
1,417 Comparison Views

81% willing to recommend

Genesys PureConnect [EOL]

Read 1 Genesys PureConnect [EOL] review

100% willing to recommend

Calabrio ONE

Genesys PureConnect [EOL]

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.

To learn more, read our detailed Workforce Engagement Management Report (Updated: April 2026).

Buyer's Guide

Workforce Engagement Management

April 2026

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Helped 894,830 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

Ranking in other categories

Workforce Engagement Management (4th), AI Customer Experience Personalization (11th), AI Scheduling & Coordination (4th)

Genesys PureConnect [EOL]

Average Rating

9.0

Reviews Sentiment

8.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

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

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

"The UI is slick."

"The Analytics software has been fantastic for the contact center."

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

"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."

"We have been able to use call recordings for training as well as perform staff performance evaluations."

"Calabrio's learning curve is very short, the user interface is extremely easy to use, and I could not be happier with this product."

"I have found the forecasting model to be very valuable."

"Calabrio WFM offers great insights on scheduling; what I like about the program the most is the coverage tray as this allows us to see our staffing deficits, shrinkage, and the reforecasting of our calls, helping us make real-time decisions while taking into account how it will affect staffing."

More Calabrio ONE pros

"Can integrate with a lot of gateways in voice."

Cons

"15 minute intervals across the solution would be of great value."

"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."

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

"Data migration support would have been helpful. Skill groups/mapping was very difficult to understand."

"Gamification: We need help developing it, and what is currently shown is not enough."

"The biggest issue that we have come across is the messaging where we receive Time Off Requests."

"Give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world."

"Multi-skill scheduling and forecast is not available."

More Calabrio ONE cons

"Customer support can sometimes be delayed."

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Top Industries

By visitors reading reviews

Financial Services Firm

27%

Insurance Company

Religious Institution

Comms Service Provider

Financial Services Firm

16%

Comms Service Provider

13%

Outsourcing Company

10%

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

No data available

Comparisons

Genesys Cloud CX vs Calabrio ONE

Compared 16% of the time

NICE CXone vs Calabrio ONE

Compared 16% of the time

NICE Workforce Engagement Management vs Calabrio ONE

Compared 14% of the time

Verint Open CCaaS vs Calabrio ONE

Compared 13% of the time

ZOOM Eleveo WFM vs Calabrio ONE

Compared 10% of the time

More Calabrio ONE Competitors

Genesys Cloud CX vs Genesys PureConnect [EOL]

Compared 24% of the time

Five9 vs Genesys PureConnect [EOL]

Compared 15% of the time

3CX Live Chat vs Genesys PureConnect [EOL]

Compared 12% of the time

NICE CXone vs Genesys PureConnect [EOL]

Compared 12% of the time

Digium Asterisk vs Genesys PureConnect [EOL]

Compared 10% of the time

More Genesys PureConnect [EOL] Competitors

Product Reports

Buyer's Guide

Workforce Engagement Management

April 2026

Download Calabrio ONE product report

Buyer's Guide

Workforce Engagement Management

April 2026

Download Genesys PureConnect [EOL] product report

Also Known As

Calabrio

Interactive Intelligence Customer Interaction Center, CIC

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

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

April 2026

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Find out what your peers are saying about Genesys, NICE, Five9 and others in Workforce Engagement Management. Updated: April 2026.

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