# Calabrio ONE, NiCE CXone vs Amazon Connect Comparison

| | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.3 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 393 | 1,730 | 86 | 
| **Largest Market Segment** | Mid-Market (55.8% of reviews) | Mid-Market (52.7% of reviews) | Mid-Market (49.3% of reviews) | 
| **Entry Level Price** | No pricing available | Starting at $110.00 1 Agent Per Month | No pricing available | 

---
## Top Pros & Cons

### Calabrio ONE

Pros:
- Ease of Use (59 reviews)
- Features (39 reviews)

Cons:
- Missing Features (20 reviews)
- Poor Reporting (16 reviews)

### NiCE CXone

Pros:
- Ease of Use (38 reviews)
- Features (27 reviews)

Cons:
- Call Issues (14 reviews)
- Technical Issues (14 reviews)

### Amazon Connect

Pros:
- Ease of Use (11 reviews)
- Efficiency (6 reviews)

Cons:
- Complex Features (3 reviews)
- Complexity (3 reviews)

---
## Ratings Comparison
| Rating | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
  | **Meets Requirements** | 8.8 (311 reviews) | 8.7 (1193 reviews) | 9.0 (67 reviews) | 
  | **Ease of Use** | 9.0 (320 reviews) | 8.7 (1211 reviews) | 9.2 (68 reviews) | 
  | **Ease of Setup** | 8.6 (227 reviews) | 8.0 (453 reviews) | 9.0 (39 reviews) | 
  | **Ease of Admin** | 8.5 (143 reviews) | 8.3 (439 reviews) | 9.2 (17 reviews) | 
  | **Quality of Support** | 9.0 (295 reviews) | 8.3 (1113 reviews) | 8.8 (56 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (144 reviews) | 8.2 (436 reviews) | 9.1 (16 reviews) | 
  | **Product Direction (% positive)** | 9.0 (306 reviews) | 8.2 (1109 reviews) | 8.0 (59 reviews) | 

---
## Pricing

### Calabrio ONE

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### NiCE CXone

#### Entry-Level Pricing

Plan: CXone Omnichannel Suite

Price: Starting at $110.00 1 Agent Per Month

Description: Includes both Digital and Voice Agent plus

Key Features:
- Omnichannel blended routing for digital and voice​
- Universal queue with concurrent interaction handling​
- Voice and digital capture, storage, search and playback​

[Browse all 5 editions](https://www.g2.com/products/nice-cxone/pricing)

#### Free Trial

Yes

### Amazon Connect

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | 8.7/10 | 12 |
| **Amazon Connect** | N/A | N/A |

#### Ticket and Case Management

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.6 (7 reviews) | Not enough data | 
| **Ticket response user experience** | Not enough data | 8.3 (7 reviews) | Not enough data | 
| **Workflow** | Not enough data | 8.6 (7 reviews) | Not enough data | 
| **Response Automation** | Not enough data | 8.8 (7 reviews) | Not enough data | 
| **SLA Management** | Not enough data | 7.9 (7 reviews) | Not enough data | 
| **Attachments/Screencasts** | Not enough data | 8.6 (7 reviews) | Not enough data | 
| **Ticket Collaboration** | Not enough data | 8.6 (7 reviews) | Not enough data | 
| **Customer and Contacts Database** | Not enough data | 8.8 (7 reviews) | Not enough data | 

#### Generative AI

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Customer Portal** | Not enough data | 9.4 (6 reviews) | Not enough data | 
| **Email to Case** | Not enough data | 9.5 (7 reviews) | Not enough data | 
| **Chat/Live Support** | Not enough data | 9.0 (7 reviews) | Not enough data | 
| **Social Integration** | Not enough data | 7.8 (6 reviews) | Not enough data | 
| **Voice** | Not enough data | 8.8 (7 reviews) | Not enough data | 

#### Platform

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Mobile User Support** | Not enough data | 8.3 (7 reviews) | Not enough data | 
| **Customization ** | Not enough data | 9.1 (11 reviews) | Not enough data | 
| **User, Role, and Access Management** | Not enough data | 8.8 (7 reviews) | Not enough data | 
| **Integration** | Not enough data | 8.8 (7 reviews) | Not enough data | 
| **Reporting** | Not enough data | 8.8 (7 reviews) | Not enough data | 
| **Dashboards** | Not enough data | 8.3 (7 reviews) | Not enough data | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | 9.0/10 | 412 |
| **Amazon Connect** | N/A | N/A |

#### Dialing Options

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Preview Dialing** | Not enough data | 8.9 (311 reviews) ✓ Verified | Not enough data | 
| **Progressive Dialing** | Not enough data | 9.0 (287 reviews) ✓ Verified | Not enough data | 
| **Predictive Dialing** | Not enough data | Not enough data | Not enough data | 

#### Agent Tools

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Whisper Coaching ** | Not enough data | 9.0 (263 reviews) ✓ Verified | Not enough data | 
| **Callback Scheduling ** | Not enough data | 8.9 (276 reviews) ✓ Verified | Not enough data | 
| **Call Recording ** | Not enough data | 9.2 (313 reviews) ✓ Verified | Not enough data | 

#### Automation

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Voice Activity Detection** | Not enough data | 8.8 (230 reviews) ✓ Verified | Not enough data | 
| **Interactive Voice Response (IVR)** | Not enough data | 9.0 (247 reviews) ✓ Verified | Not enough data | 
| **Call Scrubbing** | Not enough data | 8.9 (210 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - Auto Dialer

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | Not enough data | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | 8.4/10 | 7 |
| **Amazon Connect** | N/A | N/A |

#### Administration

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Database Management ** | Not enough data | 9.0 (7 reviews) | Not enough data | 
| **Data Workflows** | Not enough data | 8.8 (7 reviews) | Not enough data | 
| **Issue Management** | Not enough data | 8.3 (7 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Knowledge Base** | Not enough data | 8.8 (7 reviews) | Not enough data | 
| **Publishing Workflows** | Not enough data | 7.6 (7 reviews) | Not enough data | 
| **Analytics** | Not enough data | 8.1 (7 reviews) | Not enough data | 

#### Compliance

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Policies and Controls** | Not enough data | 8.1 (7 reviews) | Not enough data | 
| **Data Governance** | Not enough data | 8.1 (7 reviews) | Not enough data | 
| **Compliance** | Not enough data | 9.0 (7 reviews) | Not enough data | 
| **Auditing** | Not enough data | 7.4 (7 reviews) | Not enough data | 

#### Customer Support

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Intelligent Search** | Not enough data | 7.9 (7 reviews) | Not enough data | 
| **Suggestions** | Not enough data | 8.1 (7 reviews) | Not enough data | 
| **Decision Trees** | Not enough data | 7.6 (7 reviews) | Not enough data | 

#### Data Security

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.3 (7 reviews) | Not enough data | 
| **Data Transport** | Not enough data | 8.6 (7 reviews) | Not enough data | 
| **Access Management** | Not enough data | 8.3 (7 reviews) | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | 8.8 (7 reviews) | Not enough data | 

#### Administration

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Integrations** | Not enough data | 8.8 (7 reviews) | Not enough data | 
| **User, Role, and Access Management** | Not enough data | 8.8 (7 reviews) | Not enough data | 
| **Performance and Reliability** | Not enough data | 8.6 (7 reviews) | Not enough data | 

#### Generative AI

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | 9.0/10 | 80 |
| **NiCE CXone** | 8.2/10 | 347 |
| **Amazon Connect** | N/A | N/A |

#### Quality Assurance

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Evaluation** | 9.3 (75 reviews) | 9.0 (253 reviews) | Not enough data | 
| **Calibration** | 8.9 (74 reviews) | 9.0 (237 reviews) | Not enough data | 
| **Reports** | 9.0 (76 reviews) | 8.8 (263 reviews) | Not enough data | 

#### Engagement

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Feedback** | 8.7 (77 reviews) | 9.0 (238 reviews) | Not enough data | 
| **Dashboards** | 9.2 (75 reviews) | 9.0 (250 reviews) | Not enough data | 
| **Training** | 9.1 (73 reviews) | 8.8 (238 reviews) | Not enough data | 

#### Performance

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Integrations** | 8.6 (69 reviews) | 8.9 (238 reviews) | Not enough data | 
| **Compliance** | 9.2 (75 reviews) | 9.2 (256 reviews) | Not enough data | 

#### Generative AI

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **AI Text Generation** | 9.3 (23 reviews) | 5.2 (18 reviews) | Not enough data | 
| **AI Text Summarization** | 9.1 (23 reviews) | 5.4 (18 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | 8.6/10 | 854 |
| **Amazon Connect** | 9.1/10 | 63 |

#### Channels

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Voice** | Not enough data | 9.1 (627 reviews) ✓ Verified | 9.5 (32 reviews) ✓ Verified | 
| **Social** | Not enough data | 8.5 (326 reviews) ✓ Verified | 8.5 (19 reviews) | 
| **Web Chat** | Not enough data | 8.5 (352 reviews) ✓ Verified | 9.5 (21 reviews) ✓ Verified | 
| **Mobile SMS** | Not enough data | 8.3 (296 reviews) ✓ Verified | Feature Not Available | 
| **Email** | Not enough data | 8.5 (350 reviews) ✓ Verified | 8.8 (21 reviews) | 

#### Generative AI

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **AI Text-to-Speech** | Not enough data | 7.0 (48 reviews) | 8.3 (6 reviews) | 

#### Functions

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Session Routing** | Not enough data | 8.8 (653 reviews) ✓ Verified | 9.1 (40 reviews) ✓ Verified | 
| **Session Queuing** | Not enough data | 9.0 (692 reviews) ✓ Verified | 9.2 (40 reviews) ✓ Verified | 
| **Concurrent Calling** | Not enough data | 8.9 (547 reviews) ✓ Verified | 8.8 (36 reviews) ✓ Verified | 
| **Speech Analytics** | Not enough data | 8.7 (386 reviews) ✓ Verified | 8.8 (22 reviews) ✓ Verified | 
| **Auto Dialer** | Not enough data | 8.8 (458 reviews) ✓ Verified | 9.1 (23 reviews) | 
| **IVR** | Not enough data | 8.9 (553 reviews) ✓ Verified | 9.0 (20 reviews) | 
| **Inbound Screen Pop** | Not enough data | 8.8 (556 reviews) ✓ Verified | 9.6 (20 reviews) ✓ Verified | 
| **Persistent Data** | Not enough data | 8.7 (497 reviews) ✓ Verified | 8.9 (20 reviews) ✓ Verified | 

#### Agentic AI - Contact Center

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.1 (6 reviews) | 9.7 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 7.8 (6 reviews) | 9.3 (12 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (6 reviews) | 8.7 (5 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (6 reviews) | 9.3 (5 reviews) | 

#### Administrative

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Session Summary Notes** | Not enough data | 8.6 (516 reviews) ✓ Verified | 9.0 (33 reviews) | 
| **Administrator Access** | Not enough data | 8.9 (546 reviews) ✓ Verified | 9.3 (29 reviews) ✓ Verified | 
| **Reporting & Dashboards** | Not enough data | 8.6 (643 reviews) ✓ Verified | 8.9 (37 reviews) ✓ Verified | 
| **Session Recording** | Not enough data | 9.0 (513 reviews) ✓ Verified | 9.4 (23 reviews) | 
| **Agent Scheduling and Assignment** | Not enough data | 8.9 (432 reviews) ✓ Verified | 9.4 (16 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | 8.8/10 | 173 |
| **NiCE CXone** | 9.0/10 | 392 |
| **Amazon Connect** | N/A | N/A |

#### Workforce Management

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Agent Availability** | 9.1 (150 reviews) ✓ Verified | 9.3 (289 reviews) ✓ Verified | Not enough data | 
| **Skills Management** | 8.9 (148 reviews) ✓ Verified | 9.2 (280 reviews) ✓ Verified | Not enough data | 
| **Shift Scheduling** | 9.2 (157 reviews) ✓ Verified | 8.9 (226 reviews) ✓ Verified | Not enough data | 
| **Agent Self-Service** | 8.8 (144 reviews) ✓ Verified | 9.0 (227 reviews) ✓ Verified | Not enough data | 
| **Mobile Access** | 8.3 (139 reviews) | 8.6 (177 reviews) ✓ Verified | Not enough data | 

#### Administration

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Automation** | 8.7 (146 reviews) ✓ Verified | 8.9 (230 reviews) ✓ Verified | Not enough data | 
| **Performance Analysis** | 8.9 (149 reviews) ✓ Verified | 9.2 (271 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.7 (153 reviews) ✓ Verified | 9.0 (295 reviews) ✓ Verified | Not enough data | 
| **Forecasting** | 8.9 (149 reviews) ✓ Verified | 8.7 (220 reviews) ✓ Verified | Not enough data | 
| **Intraday Management** | 8.8 (146 reviews) ✓ Verified | 9.0 (227 reviews) ✓ Verified | Not enough data | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | 8.2/10 | 30 |
| **NiCE CXone** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Feedback Management

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Tagging** | 8.6 (23 reviews) | Not enough data | Not enough data | 
| **Segmentation** | 8.5 (23 reviews) | Not enough data | Not enough data | 
| **Custom Reports and Dashboards** | 8.5 (26 reviews) | Not enough data | Not enough data | 

#### Feedback Analysis

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Thematic Analysis** | 8.3 (23 reviews) | Not enough data | Not enough data | 
| **Sentiment Analysis** | 7.2 (23 reviews) | Not enough data | Not enough data | 
| **NPS/CSAT Scoring** | 7.6 (20 reviews) | Not enough data | Not enough data | 

#### Feedback Sources

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Online Reviews** | 8.5 (16 reviews) | Not enough data | Not enough data | 
| **Surveys** | 8.2 (17 reviews) | Not enough data | Not enough data | 
| **Social Media** | 8.1 (14 reviews) | Not enough data | Not enough data | 
| **Customer Service Channels** | 8.1 (18 reviews) | Not enough data | Not enough data | 

#### Generative AI

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Messaging Channels

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **SMS Messaging** | Not enough data | Not enough data | Not enough data | 
| **Email** | Not enough data | Not enough data | Not enough data | 
| **Voice Messaging** | Not enough data | Not enough data | Not enough data | 
| **Two way messaging** | Not enough data | Not enough data | Not enough data | 

#### Administration

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Scheduling** | Not enough data | Not enough data | Not enough data | 
| **Triggered Notifications** | Not enough data | Not enough data | Not enough data | 
| **Segmentation** | Not enough data | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | 8.9/10 | 40 |
| **Amazon Connect** | N/A | N/A |

#### Platform

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Omnichannel** | Not enough data | 8.6 (32 reviews) | Not enough data | 
| **Mobile Access** | Not enough data | 7.5 (27 reviews) | Not enough data | 
| **Queue Management** | Not enough data | 8.8 (34 reviews) | Not enough data | 
| **Call Routing** | Not enough data | 9.2 (38 reviews) | Not enough data | 
| **Call Back** | Not enough data | 8.6 (35 reviews) | Not enough data | 
| **IVR** | Not enough data | 9.4 (31 reviews) | Not enough data | 
| **Automatic Call Distribution** | Not enough data | 9.3 (37 reviews) | Not enough data | 

#### Generative AI

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **AI Text-to-Speech** | Not enough data | Feature Not Available | Not enough data | 

#### Workforce Management

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Call Monitoring** | Not enough data | 9.4 (36 reviews) | Not enough data | 
| **Performance Evaluation** | Not enough data | 9.0 (33 reviews) | Not enough data | 

#### Call Center Infrastructure (CCI)

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 

#### Administrative

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Call Recording** | Not enough data | 9.4 (38 reviews) | Not enough data | 
| **Reporting & Dashboards** | Not enough data | 8.8 (39 reviews) | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Customer Support

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Text** | Not enough data | Not enough data | Not enough data | 
| **Speech** | Not enough data | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | Not enough data | 

#### Automation

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Ticket Resolution** | Not enough data | Not enough data | Not enough data | 
| **Customization** | Not enough data | Not enough data | Not enough data | 
| **Intelligent Routing** | Not enough data | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Learning** | Not enough data | Not enough data | Not enough data | 
| **Language** | Not enough data | Not enough data | Not enough data | 
| **Conversational AI** | Not enough data | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | 7.8/10 | 8 |
| **Amazon Connect** | N/A | N/A |

#### Generative AI

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Knowledge Base** | Not enough data | 8.1 (7 reviews) | Not enough data | 
| **Searchable Articles** | Not enough data | 7.5 (8 reviews) | Not enough data | 
| **Community Forums** | Not enough data | 7.5 (8 reviews) | Not enough data | 
| **Mobile Optimization** | Not enough data | 7.5 (8 reviews) | Not enough data | 
| **Personalization** | Not enough data | 7.3 (8 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Branding** | Not enough data | 8.3 (8 reviews) | Not enough data | 
| **Automation** | Not enough data | 8.3 (8 reviews) | Not enough data | 
| **Artificial Intelligence** | Not enough data | 7.9 (8 reviews) | Not enough data | 
| **Integrations** | Not enough data | 8.1 (7 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | 6.7/10 | 5 |
| **Amazon Connect** | N/A | N/A |

#### Generative AI

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | 6.7 (5 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Generative AI

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

### SAP Store

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Agentic AI - SAP Store

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | Not enough data | 

#### Automation

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | Not enough data | 

#### Autonomy

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | 8.7/10 | 97 |
| **NiCE CXone** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Platform

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Customization ** | 8.5 (77 reviews) | Not enough data | Not enough data | 
| **Integration APIs** | 8.4 (71 reviews) | Not enough data | Not enough data | 
| **Internationalization** | 8.5 (76 reviews) | Not enough data | Not enough data | 
| **User, Role, and Access Management** | 9.0 (77 reviews) | Not enough data | Not enough data | 
| **Performance** | 9.1 (78 reviews) | Not enough data | Not enough data | 
| **Mobility** | 8.4 (78 reviews) | Not enough data | Not enough data | 
| **Reporting** | 8.6 (76 reviews) | Not enough data | Not enough data | 
| **Dashboards** | 8.3 (77 reviews) | Not enough data | Not enough data | 

#### Workforce Management Platform Features

| Feature | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Labor Forecasting** | 8.9 (82 reviews) | Not enough data | Not enough data | 
| **Shift Scheduling** | 9.1 (89 reviews) | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | 9.1 (87 reviews) | Not enough data | Not enough data | 
| **Absence & Leave Management** | 9.0 (86 reviews) | Not enough data | Not enough data | 
| **Skills Management** | 8.8 (78 reviews) | Not enough data | Not enough data | 
| **Succession Planning** | 8.6 (80 reviews) | Not enough data | Not enough data | 
| **Workforce Analytics** | 9.0 (86 reviews) | Not enough data | Not enough data | 
| **Self-Service Capabilities** | 8.9 (85 reviews) | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | 8.2 (82 reviews) | Not enough data | Not enough data | 
| **Team Communication** | 7.9 (77 reviews) | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (3):** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce)

**Unique to Calabrio ONE (3):** [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics), [SAP Store Software](https://www.g2.com/categories/sap-store), [Workforce Management Software](https://www.g2.com/categories/workforce-management)

**Unique to NiCE CXone (10):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Help Desk Software](https://www.g2.com/categories/help-desk), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to Amazon Connect (3):** [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci)


---
## Reviewer Demographics

### By Company Size

| Segment | Calabrio ONE | NiCE CXone | Amazon Connect | 
|---|---|---|---|
| **Small-Business** | 6.0% | 13.7% | 21.3% | 
| **Mid-Market** | 55.8% | 52.7% | 49.3% | 
| **Enterprise** | 38.2% | 33.6% | 29.3% | 

### By Industry

#### Calabrio ONE

- **Consumer Services:** 13.2%
- **Hospital & Health Care:** 11.3%
- **Financial Services:** 10.7%
- **Information Technology and Services:** 6.6%
- **Telecommunications:** 6.6%
- **Insurance:** 4.4%
- **Retail:** 3.9%
- **Automotive:** 3.3%
- **Banking:** 3.3%
- **Higher Education:** 2.8%
- **Other:** 33.9%

#### NiCE CXone

- **Consumer Services:** 10.4%
- **Information Technology and Services:** 8.3%
- **Financial Services:** 7.9%
- **Telecommunications:** 7.1%
- **Hospital & Health Care:** 5.8%
- **Insurance:** 5.8%
- **Retail:** 3.1%
- **Banking:** 2.6%
- **Computer Software:** 2.6%
- **Health, Wellness and Fitness:** 2.6%
- **Other:** 43.9%

#### Amazon Connect

- **Computer Software:** 16.0%
- **Information Technology and Services:** 10.7%
- **Financial Services:** 9.3%
- **Insurance:** 6.7%
- **Consumer Services:** 5.3%
- **Banking:** 5.3%
- **Accounting:** 5.3%
- **Leisure, Travel & Tourism:** 4.0%
- **Real Estate:** 2.7%
- **Computer & Network Security:** 2.7%
- **Other:** 32.0%

---
## Alternatives

### Alternatives to Calabrio ONE

- [Aspect Workforce](https://www.g2.com/products/aspect-workforce/reviews) — 4.2/5 stars (315 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [CallMiner Eureka](https://www.g2.com/products/callminer-eureka/reviews) — 4.5/5 stars (227 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [Assembled WFM](https://www.g2.com/products/assembled-wfm/reviews) — 4.6/5 stars (169 reviews)
- [NICE Workforce Management](https://www.g2.com/products/nice-workforce-management/reviews) — 4.3/5 stars (90 reviews)
- [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) — 4.8/5 stars (1163 reviews)
- [Balto](https://www.g2.com/products/balto/reviews) — 4.8/5 stars (587 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1828 reviews)

### Alternatives to NiCE CXone

- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (254 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7329 reviews)
- [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) — 4.1/5 stars (199 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (736 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1828 reviews)
- [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) — 4.3/5 stars (2385 reviews)
- [Avaya Experience Platform](https://www.g2.com/products/avaya-experience-platform/reviews) — 4.1/5 stars (181 reviews)

### Alternatives to Amazon Connect

- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (254 reviews)
- [Webex Contact Center](https://www.g2.com/products/webex-contact-center/reviews) — 4.4/5 stars (163 reviews)
- [Avaya Experience Platform](https://www.g2.com/products/avaya-experience-platform/reviews) — 4.1/5 stars (181 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1583 reviews)
- [UJET](https://www.g2.com/products/ujet/reviews) — 4.7/5 stars (1129 reviews)
- [Vonage Contact Center (formerly NewVoiceMedia)](https://www.g2.com/products/vonage-contact-center-formerly-newvoicemedia/reviews) — 4.2/5 stars (104 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews)

---
## Top Discussions

### Calabrio ONE

- Title: [What is calabrio WFM?](https://www.g2.com/discussions/what-is-calabrio-wfm) — 1 comment
  > **Top comment:** "Calabrio WFM enables your organization, through its core functionality, to plan and manage your operations through advanced forecasting, dynamic scheduling..."
- Title: [What is calabrio one smart desktop?](https://www.g2.com/discussions/what-is-calabrio-one-smart-desktop) — 1 comment
  > **Top comment:** "It gives access to supervisors/managers to view agents screen activity, Eg:what agents see  on their actual desktop/monitor."

### NiCE CXone

- Title: [Does it ever pause or get frozen after a call](https://www.g2.com/discussions/does-it-ever-pause-or-get-frozen-after-a-call) — 2 comments, 2 upvotes
  > **Top comment:** "In three months of use, 40 hours a week.... Not that often thankfully"
- Title: [What is NICE CXone used for?](https://www.g2.com/discussions/what-is-nice-cxone-used-for) — 1 comment
  > **Top comment:** "NICE CXone is basically an customer interaction tool that can help you manage the customer interactions from the platform, via Calls, Emails, etc. An good..."
- Title: [Can I use this application for auto dialed jobs?](https://www.g2.com/discussions/can-i-use-this-application-for-auto-dialed-jobs) — 1 comment, 1 upvote
  > **Top comment:** "Yes. This software has a option with chat, email and voice dail"
- Title: [how to a automatically log in](https://www.g2.com/discussions/how-to-a-automatically-log-in) — 1 comment, 1 upvote
  > **Top comment:** "We don’t have that feature in my position that I know of "
- Title: [How do I monitor the productivity time,  real time for the agents logged in?](https://www.g2.com/discussions/how-do-i-monitor-the-productivity-time-real-time-for-the-agents-logged-in) — 1 comment, 1 upvote
  > **Top comment:** "You would click on New+ in the far-right corner & click on agents. There you would see all the agents you would like to monitor."

### Amazon Connect

- Title: [What is Amazon Connect?](https://www.g2.com/discussions/what-is-amazon-connect) — 3 comments
  > **Top comment:** "Call center which stores the data on cloud."
- Title: [What is Amazon Connect used for?](https://www.g2.com/discussions/what-is-amazon-connect-used-for) — 1 comment
  > **Top comment:** "To establish a cloud based contact center with low cost and with scalable resource"
- Title: [when i merge a call and hang up does it hang up on everyone? how do i just transfer my call instead of merging it and then hanging up?](https://www.g2.com/discussions/30859-when-i-merge-a-call-and-hang-up-does-it-hang-up-on-everyone-how-do-i-just-transfer-my-call-instead-of-merging-it-and-then-hanging-up) — 1 comment, 1 upvote
  > **Top comment:** "You can merge the calls together, then you are able to disconnect and they will still be on with each other"

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/calabrio-one-vs-nice-cxone-vs-amazon-connect)