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Compare Calabrio ONE and Observe.AI 
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At a Glance
Market Segments
Mid-Market (55.7% of reviews)
Mid-Market (64.4% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Calabrio ONE
Star Rating
(376)4.5 out of 5
Market Segments
Mid-Market (55.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Calabrio ONEObserve.AI
Star Rating
(238)4.6 out of 5
Market Segments
Mid-Market (64.4% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Observe.AISummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Calabrio ONE excels in call recording with a score of 9.5, which reviewers mention provides high-quality audio and reliable access to recorded calls for training and compliance purposes. In contrast, Observe.AI, while still strong, does not have a specific score for call recording but focuses more on AI-driven insights.
- Reviewers mention that Observe.AI shines in generative AI capabilities, particularly in AI text summarization, scoring 9.1, which users say helps in quickly digesting call notes and improving agent performance. Calabrio ONE, while offering solid AI features, scores slightly lower in this area.
- Users on G2 highlight that Calabrio ONE's ease of setup is rated at 8.6, which some reviewers find less intuitive compared to Observe.AI's score of 9.1, indicating a smoother onboarding experience for new users.
- Reviewers mention that both products have strong quality assurance features, but Calabrio ONE's evaluation score of 9.3 is slightly higher than Observe.AI's 9.2, suggesting that users find Calabrio's evaluation tools more effective for maintaining service quality.
- G2 users report that Observe.AI's performance in integrations is rated at 9.0, which reviewers say allows for seamless connectivity with other tools, enhancing workflow efficiency. Calabrio ONE, with a score of 8.6, is perceived as having fewer integration options.
- Users say that Calabrio ONE's workforce management features, particularly in shift scheduling (9.3), are highly praised for their flexibility, while Observe.AI's score of 9.0 in the same area indicates strong but slightly less versatile options.
Pricing
Entry-Level Pricing
Calabrio ONE
No pricing availableObserve.AI
No pricing availableFree Trial
Calabrio ONE
No trial information availableObserve.AI
No trial information availableRatings
Meets Requirements
8.8
301
8.8
185
Ease of Use
9.0
309
9.2
185
Ease of Setup
8.6
216
9.0
108
Ease of Admin
8.5
142
9.2
91
Quality of Support
9.0
285
9.2
181
Has the product been a good partner in doing business?
8.8
143
9.3
93
Product Direction (% positive)
9.1
297
9.7
177
Features by Category
Call Analytics
Not enough data
9.5
43
Not enough data
8.9
44
Not enough data
9.1
44
Not enough data
9.0
40
Agent Performance Management
Not enough data
9.3
40
Not enough data
8.7
42
Not enough data
9.1
43
Generative AI
Not enough data
8.9
17
Agentic AI - Conversation Intelligence
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
Quality Assurance
9.3
75
9.2
143
8.9
74
9.0
140
9.0
76
8.8
134
Engagement
8.7
77
9.1
144
9.2
75
9.1
137
9.1
73
8.8
133
Performance
8.6
69
9.0
126
9.2
75
9.3
134
Generative AI
9.3
23
8.8
28
9.1
23
8.8
28
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - 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
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - 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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
9.1
145
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
9.2
147
|
Verified
Not enough data
8.8
140
|
Verified
Not enough data
8.3
137
Not enough data
Administration
8.7
144
|
Verified
Not enough data
8.9
144
|
Verified
Not enough data
8.7
148
|
Verified
Not enough data
8.9
146
|
Verified
Not enough data
8.8
145
|
Verified
Not enough data
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
Generative AI
Not enough data
8.9
24
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
Testing - Contact Center AI Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics - Contact Center AI Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Infrastructure - Contact Center AI Observability
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support 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
Customer Interaction Automation - AI Customer Support 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
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
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 - 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
75
Not enough data
8.4
71
Not enough data
8.5
75
Not enough data
8.9
75
Not enough data
9.1
77
Not enough data
8.4
77
Not enough data
8.6
75
Not enough data
8.3
75
Not enough data
Workforce Management Platform Features
8.9
82
Not enough data
9.1
87
Not enough data
9.1
86
Not enough data
9.0
85
Not enough data
8.8
78
Not enough data
8.6
80
Not enough data
8.9
85
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 Observe.AI are categorized as Contact Center Quality Assurance and Speech Analytics
Unique Categories
Calabrio ONE is categorized as Feedback Analytics, SAP Store, Contact Center Workforce, and Workforce Management
Observe.AI is categorized as AI Customer Support Agents, AI Agents For Business Operations, Conversation Intelligence, and Contact Center AI Observability
Reviews
Reviewers' Company Size
Calabrio ONE
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Observe.AI
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
13.1%
Hospital & Health Care
11.6%
Financial Services
11.1%
Telecommunications
6.8%
Information Technology and Services
6.5%
Other
50.9%
Outsourcing/Offshoring
13.1%
Consumer Services
12.2%
Hospital & Health Care
7.2%
Telecommunications
6.8%
Financial Services
6.8%
Other
54.1%
Alternatives
Discussions
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
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
Calabrio ONE has no more discussions with answers
Can I use this tool in promoting quality work to other people in our community?
2 Comments
Official Response from Observe.AI
Hi Larah, absolutely! Our platform is used by many organizations who gamify strong performance. As an example, some Observe.AI users will allow QA team leads...Read more
What is the best way to use this tool to have more accurate and quality results in a short matter of time ?
2 Comments
Official Response from Observe.AI
The Observe.AI platform inherently enables greater efficiency of quality audits. By allowing users to see call transcripts, specific points of interests on...Read more
Is there a way every time a call is scored and email can be triggered to the agent to notify them ?
1 Comment
Official Response from Observe.AI
Hi Melissa,
Yes! It's possible to get an email sent to your agent letting them know they've had a call scored. Today, you can do this by leaving a...Read more
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