Compare Calabrio ONE and Genesys Cloud CX 
Featured Products
At a Glance
Market Segments
Mid-Market (55.9% of reviews)
Mid-Market (46.5% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Calabrio ONE
Star Rating
(381)4.5 out of 5
Market Segments
Mid-Market (55.9% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Calabrio ONEGenesys Cloud CX
Star Rating
(1,534)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in customization, allowing organizations to tailor the platform to their specific call flows and routing needs. Users appreciate the flexibility it offers, which is particularly beneficial for unique operational requirements.
- Users say that Calabrio ONE stands out for its all-in-one capabilities, integrating workforce management, quality monitoring, and analytics into a single platform. This unified approach helps teams manage every aspect of contact center operations efficiently, making it a favorite among those looking for comprehensive solutions.
- Reviewers mention that Genesys Cloud CX has made significant strides in agent-friendly improvements, particularly with its AI-powered automation features. Users highlight how these enhancements can take actions across systems, streamlining workflows and improving overall efficiency.
- According to verified reviews, Calabrio ONE is praised for its high accuracy in workforce management, which instills confidence in users relying on it for adherence and reporting needs. The ease of initial setup is also frequently noted, making it a smoother experience for new users compared to some competitors.
- G2 reviewers report that while Genesys Cloud CX has a strong overall satisfaction score, it faces challenges in support quality, with users indicating that they sometimes encounter issues that require more responsive assistance. In contrast, Calabrio ONE users consistently highlight the quality of support as a strong point.
- Users say that Calabrio ONE's ability to access individual agents' information and listen to their calls is incredibly useful for business analysis within call centers. This feature provides valuable insights that help improve performance and training, setting it apart in terms of analytical capabilities.
Pricing
Entry-Level Pricing
Calabrio ONE
No pricing availableGenesys Cloud CX
No pricing availableFree Trial
Calabrio ONE
No trial information availableGenesys Cloud CX
Free Trial is available
Ratings
Meets Requirements
8.8
304
8.6
1,064
Ease of Use
9.0
312
8.9
1,099
Ease of Setup
8.6
219
8.4
657
Ease of Admin
8.5
143
8.5
606
Quality of Support
9.0
288
8.2
1,020
Has the product been a good partner in doing business?
8.8
144
8.5
599
Product Direction (% positive)
9.1
300
8.7
967
Features by Category
Messenger
Not enough data
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Channels
Not enough data
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Customers
Not enough data
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
Not enough data
8.9
144
Not enough data
8.9
128
Not enough data
9.2
6
Agent Tools
Not enough data
8.6
124
Not enough data
8.7
138
Not enough data
9.2
162
Automation
Not enough data
8.6
121
Not enough data
9.2
147
Not enough data
8.7
108
Agentic AI - Auto Dialer
Not enough data
9.2
6
Not enough data
8.6
6
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Quality Assurance
9.3
75
8.8
159
8.9
74
8.6
149
9.0
76
7.8
160
Engagement
8.7
77
8.5
139
9.2
75
8.2
159
9.1
73
8.2
148
Performance
8.6
69
8.5
154
9.2
75
8.9
152
Generative AI
9.3
23
7.1
33
9.1
23
7.5
33
Channels
Not enough data
9.1
354
|
Verified
Not enough data
8.3
208
Not enough data
8.6
239
|
Verified
Not enough data
8.3
205
|
Verified
Not enough data
8.3
239
|
Verified
Generative AI
Not enough data
7.9
69
Functions
Not enough data
8.8
394
|
Verified
Not enough data
8.8
403
|
Verified
Not enough data
8.8
340
|
Verified
Not enough data
8.3
235
|
Verified
Not enough data
8.5
243
|
Verified
Not enough data
9.1
316
|
Verified
Not enough data
8.8
304
|
Verified
Not enough data
8.6
244
Agentic AI - Contact Center
Not enough data
6.7
10
Not enough data
8.0
11
Not enough data
7.4
12
Not enough data
6.7
10
Administrative
Not enough data
8.3
356
|
Verified
Not enough data
8.8
402
|
Verified
Not enough data
7.6
439
|
Verified
Not enough data
8.8
287
|
Verified
Not enough data
8.5
261
Responses
Not enough data
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Automation - AI Agents
Not enough data
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Platform
Not enough data
8.8
35
Not enough data
9.3
36
Not enough data
9.1
33
Autonomy - AI Agents
Not enough data
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Generative AI
Not enough data
Not enough data
Not enough data
9.0
5
Responses
Not enough data
8.6
59
Not enough data
8.8
58
Not enough data
9.1
60
Not enough data
8.5
60
Not enough data
8.3
55
Platform
Not enough data
8.9
58
Not enough data
8.8
63
Not enough data
9.0
56
Not enough data
8.6
61
Not enough data
Feature Not Available
Not enough data
8.9
61
Not enough data
8.7
57
Generative AI
Not enough data
8.6
29
Not enough data
8.6
29
Workforce Management
9.1
147
|
Verified
8.7
172
8.9
147
|
Verified
8.6
163
9.2
149
|
Verified
8.5
153
8.8
140
|
Verified
8.2
151
8.3
137
8.0
119
Administration
8.7
145
|
Verified
8.1
145
8.9
146
|
Verified
8.5
164
8.7
149
|
Verified
8.4
172
8.9
147
|
Verified
8.0
145
8.8
145
|
Verified
8.5
153
Feedback Management
8.6
23
Not enough data
8.5
23
Not enough data
8.5
26
Not enough data
Feedback Analysis
8.3
23
Not enough data
7.2
23
Not enough data
7.6
20
Not enough data
Feedback Sources
8.5
16
Not enough data
8.2
17
Not enough data
8.1
14
Not enough data
8.1
18
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Security
Not enough data
9.3
24
Not enough data
9.4
23
Messaging Channels
Not enough data
9.0
31
Not enough data
9.2
32
Not enough data
9.2
34
Not enough data
9.0
33
Administration
Not enough data
9.0
35
Not enough data
8.9
33
Not enough data
8.7
33
Not enough data
9.0
36
Platform
Not enough data
8.7
150
Not enough data
7.8
132
Not enough data
8.9
167
Not enough data
9.2
169
Not enough data
8.8
164
Not enough data
9.2
161
Not enough data
9.1
163
Generative AI
Not enough data
7.6
60
Workforce Management
Not enough data
8.9
154
Not enough data
8.8
151
Call Center Infrastructure (CCI)
Not enough data
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Administrative
Not enough data
9.0
160
Not enough data
8.3
164
Customer Support
Not enough data
9.0
35
Not enough data
8.9
36
Not enough data
8.5
34
Automation
Not enough data
8.7
33
Not enough data
8.6
37
Not enough data
9.1
36
Artificial Intelligence
Not enough data
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
Generative AI
Not enough data
7.8
28
Not enough data
7.6
28
Not enough data
Feature Not Available
Communication
Not enough data
8.6
176
|
Verified
Not enough data
8.5
178
|
Verified
Not enough data
8.4
131
Not enough data
8.5
145
Not enough data
8.4
97
Internal Use
Not enough data
8.4
175
|
Verified
Not enough data
8.7
168
|
Verified
Not enough data
8.4
129
|
Verified
Not enough data
8.4
145
|
Verified
Not enough data
8.3
141
|
Verified
Not enough data
8.4
137
|
Verified
Generative AI
Not enough data
6.9(won by default)
13
Not enough data
7.2(won by default)
13
Process
Not enough data
8.3(won by default)
28
Not enough data
9.0(won by default)
31
Not enough data
8.7(won by default)
29
Channels
Not enough data
8.9(won by default)
33
Not enough data
8.9(won by default)
34
Not enough data
8.8(won by default)
35
Not enough data
9.7(won by default)
37
Not enough data
9.1(won by default)
33
Insight
Not enough data
9.3(won by default)
30
Not enough data
9.0(won by default)
37
Not enough data
8.9(won by default)
33
Not enough data
9.4(won by default)
31
Generative AI
Not enough data
7.5
27
Platform Basics - VoIP Providers
Not enough data
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.6
9
Not enough data
8.1
7
Not enough data
7.9
7
Basic Communication
Not enough data
9.6
64
Not enough data
7.5
44
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
Not enough data
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Advanced Features
Not enough data
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Voice Recognition - AI Voice Assistants
Not enough data
8.5
8
Speech Synthesis - AI Voice Assistants
Not enough data
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Security and privacy - AI Voice Assistants
Not enough data
8.8
8
Compatibility - AI Voice Assistants
Not enough data
8.8
8
Agentic AI - SAP Store
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.3
5
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
Not enough data
6.2
10
Not enough data
Feature Not Available
Calling
Not enough data
9.4
61
Not enough data
8.6
54
Not enough data
8.8
60
Not enough data
8.8
60
Not enough data
8.8
11
Contacts
Not enough data
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Insights
Not enough data
8.5
55
Not enough data
Feature Not Available
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
Not enough data
8.9
43
Not enough data
9.3
47
|
Verified
Not enough data
9.1
52
|
Verified
Features
Not enough data
8.6
39
Not enough data
8.1
33
Not enough data
8.2
35
|
Verified
Not enough data
9.2
36
|
Verified
Not enough data
8.9
33
|
Verified
Not enough data
Feature Not Available
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.2
20
Not enough data
7.0
22
Not enough data
7.1
20
Not enough data
7.2
20
Not enough data
7.6
21
Customer Interaction Automation - AI Customer Support Agents
Not enough data
6.9
18
Not enough data
7.6
19
Not enough data
8.2
20
Not enough data
8.3
25
Automation
Not enough data
8.6
26
Not enough data
8.3
20
Not enough data
7.5
19
Autonomy
Not enough data
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
8.5
76
Not enough data
8.4
71
Not enough data
8.5
76
Not enough data
8.9
76
Not enough data
9.1
77
Not enough data
8.4
78
Not enough data
8.6
75
Not enough data
8.3
76
Not enough data
Workforce Management Platform Features
8.9
82
Not enough data
9.1
87
Not enough data
9.1
87
Not enough data
9.0
86
Not enough data
8.8
78
Not enough data
8.6
80
Not enough data
9.0
86
Not enough data
8.8
83
Not enough data
8.2
82
Not enough data
7.9
77
Not enough data
Categories
Categories
Shared Categories
Calabrio ONE and Genesys Cloud CX are categorized as Contact Center Quality Assurance, Speech Analytics, and Contact Center Workforce
Unique Categories
Genesys Cloud CX is categorized as Social Customer Service, Proactive Notification, AI Customer Support Agents, AI Voice Assistants, AI Agents For Business Operations, Contact Center, Chatbots, Customer Service Automation, Co-Browsing, Genesys AppFoundry Marketplace, UCaaS Platforms, Auto Dialer, Conversational Marketing, Outbound Call Tracking, Live Chat, VoIP Providers, and Call Center Infrastructure (CCI)
Reviews
Reviewers' Company Size
Calabrio ONE
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Consumer Services
13.0%
Hospital & Health Care
11.5%
Financial Services
11.0%
Information Technology and Services
6.8%
Telecommunications
6.8%
Other
51.0%
Information Technology and Services
10.8%
Financial Services
10.2%
Telecommunications
5.8%
Consumer Services
5.0%
Accounting
4.6%
Other
63.5%
Alternatives
Discussions
What is calabrio WFM?
1 Comment
MC
Calabrio WFM enables your organization, through its core functionality, to plan and manage your operations through advanced forecasting, dynamic scheduling...Read more
What is calabrio one smart desktop?
1 Comment
SK
It gives access to supervisors/managers to view agents screen activity, Eg:what agents see on their actual desktop/monitor.Read more
Calabrio ONE has no more discussions with answers
Anyone integrated PureCloud with custom CRM?
5 Comments
MF
No .
But you can use the chrome plugin and use cti by pushing url from this plugin.
don't know if it help.Read more
how do i reschedule emails or put them on hold?
5 Comments
GT
Best to comment on the Genesys Communities board for answers to these questions, and new features etc. Read more
What kind of software is zendesk?
2 Comments
AM
Its a sales CRM tool. It's a good option for small businesses.Read more
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
