Calabrio ONE Reviews & Product Details

Calabrio ONE stands out as an all-in-one platform, bringing together workforce management, quality monitoring, analytics, scheduling, and performance insights within a single solution. This unified setup enables teams to oversee every facet of contact center performance from one place, eliminating the complexity of juggling multiple separate tools.

The platform’s AI-driven features—covering forecasting, sentiment analysis, automated quality management, and conversation intelligence—help automate routine tasks and surface valuable insights. These capabilities give teams the ability to make smarter, data-informed decisions.

Users frequently point out that Calabrio ONE improves the accuracy of forecasting and streamlines scheduling, which not only saves time but also ensures that staffing levels are more closely matched to actual requirements.

With seamless data integration across modules like workforce, quality, and performance, teams gain a unified, real-time view of both agent and contact center operations. This level of integration speeds up the identification of issues and helps uncover new opportunities for coaching. Review collected by and hosted on G2.com.

Most users mention a few recurring challenges with Calabrio ONE, such as the complexity of its reporting tools, slower performance when handling large datasets, a steep initial learning curve, and occasional delays in support responsiveness or notifications. These issues can be particularly significant for teams that value straightforward, quick reporting and an easy setup process. Nevertheless, despite these drawbacks, Calabrio ONE continues to be a strong option for workforce management and analytics, offering valuable insights and operational features once teams become familiar with the platform. Review collected by and hosted on G2.com.

I really appreciate how Calabrio is constantly changing and adapting to the changing needs of our contact centers. The new "Sessions" feature is particularly useful now that they've added an "optimization" and "exclude days" piece to it - it takes a task that use to take me hours to only taking minutes. Review collected by and hosted on G2.com.

We are struggling with back office. Our call center advisors handle both emails(cases) and live channels at the same time, and we have yet to be able to accurately integrate case handling with live contacts and this has had a trickle-down effect on other elements of Calabrio like OT scheduling. Review collected by and hosted on G2.com.

What I appreciate most about Calabrio ONE is its strong focus on building a customer community, particularly through the monthly customer link-up sessions. These gatherings provide a valuable chance to connect with fellow Calabrio users, exchange best practices, and learn directly about upcoming product updates and new features. I would also like to recognize Dave Hoekstra and Florian Garnier for their consistently excellent presentations and for creating an engaging, informative atmosphere during these sessions. Review collected by and hosted on G2.com.

An area requires substantial improvement is the Calabrio Success Center website. Although I value the effort to provide a platform where customers can submit ideas and vote on suggestions from others, the site comes across as both underused and disorganized. Over the past four years, I have submitted numerous ideas myself, and the inconsistent feedback or lack of visible action on these submissions can be quite frustrating. Revamping the site to enhance its organization, make the status of ideas more visible, and improve communication with those who submit suggestions would transform it into a much more effective tool. Review collected by and hosted on G2.com.

I really appreciate Calabrio ONE's capability to access individual agents' information and listen directly to their calls. This feature is incredibly useful for my role in business analysis within a call center, as it provides me with a clear understanding of each agent's interaction with customers. Additionally, Calabrio ONE allows me to view the process agents go through during calls and provides screen grabs. This functionality is particularly valuable as it enables me to see exactly what an agent is clicking on during a call, which is crucial for effective coaching and performance evaluation. Overall, these features contribute significantly to a more efficient monitoring and coaching process. Review collected by and hosted on G2.com.

I find the reporting dashboard and data explorer in Calabrio ONE to be overly complex and not user-friendly. There are many options, but not all of them successfully pull in the required data. This forces me to generate the same report multiple times to gather data for different queues or departments within our organization. I wish these tools were simplified and more intuitive to use. Review collected by and hosted on G2.com.

I appreciate Calabrio ONE for its simplicity and efficiency, as it combines real-time data, scheduling, and performance insights in a single platform. This integration significantly saves time and facilitates daily decision-making processes. The software enhances contact center operations by providing better visibility into real-time performance, reducing wait times, quickly addressing staffing issues, and identifying performance gaps through its clear analytics and quality insights. This leads to effective coaching and improved agent productivity. The smooth initial setup, supported by a well-guided onboarding team, further underscores the user-friendly nature of Calabrio ONE. Review collected by and hosted on G2.com.

One area that could be improved in Calabrio ONE is the speed and smoothness of the interface, especially when loading large reports. The slow loading speeds mainly affect my workflow when I am checking large reports or switching between dashboards. It sometimes takes longer than expected for data to refresh, which delays quick decisions in busy moments. Review collected by and hosted on G2.com.

I appreciate how Calabrio ONE significantly saves time for me and my employees by streamlining the call review process. It transforms tasks that could take hours into just seconds, dramatically improving our operational efficiency. The software's capability to automatically evaluate employee performance and trend out customer concerns ensures that we remain responsive to both team performance and customer sentiment. Despite an initially rocky setup facilitated by a third party, the benefits that Calabrio ONE brings to our call center operations are immense, and the time saved is a considerable advantage. Review collected by and hosted on G2.com.

I hope one day there will be visual quality management for screen verification of where my employees are clicking. The initial setup wasn't through Calabrio ONE itself but through a different third party, and that was rocky. Review collected by and hosted on G2.com.

Calabrio ONE offers a very intuitive and user-friendly interface that makes workforce management, analytics, and quality assurance easy to navigate. The platform provides strong forecasting and scheduling capabilities, which help improve operational efficiency. I also appreciate how well the system integrates data across modules QA, analytics, and WFM making it easier to get a complete view of agent performance and customer experience. The reporting is detailed, customizable, and supports effective decision-making. Review collected by and hosted on G2.com.

Some features can feel slightly complex during initial onboarding, especially when configuring advanced analytics or custom reports. The system is powerful, but it may require additional training for new users to fully leverage all capabilities. At times, certain updates or sync processes take longer than expected, which could be improved. Additionally, more flexibility in dashboard customization would make the experience even better. Review collected by and hosted on G2.com.

I appreciate that Calabrio ONE comes equipped with the right tools for proper quality management, which enhances the efficiency and effectiveness of monitoring and evaluating service quality. The regular upgrades and improvements to the software ensure that I am always using the most current and effective version, which is a significant advantage in maintaining high standards. From a technical perspective, I find the logs collection feature invaluable as it provides critical insights into system operations and activities. Furthermore, the setup process of Calabrio ONE, overseen by a Calabrio engineer, appeared fast and straightforward, suggesting a well-designed implementation process. These aspects together make the system exceptionally useful and dependable in managing call recordings, monitoring, and evaluations effectively. Review collected by and hosted on G2.com.

I definitely find subscription management problematic, as there is no clear interface or option to understand what I am paying for. This includes not having visibility into storage usage, available licenses, and the proportion of stored data across voice, video, or text. Review collected by and hosted on G2.com.

I appreciate Calabrio ONE for its ability to make day-to-day workforce management more efficient. It simplifies the process of requesting days off and allows employers to effortlessly manage shift changes between employees. This feature not only adds to operational flexibility but enhances overall workplace efficiency. The system also facilitates better management of breaks, training sessions, and wellness hours, making it easier to organize and maintain optimal schedules for myself and my team. Furthermore, Calabrio ONE efficiently divides times for team members to have lunch, ensuring a smooth workflow without interruptions. The ease of integration with other tools I use, such as Paylocity and Five9, further enhances its value, making it a seamless part of my work routine. The initial setup was relatively easy, adding to the overall positive experience with this software. Review collected by and hosted on G2.com.

One thing I find challenging is that it is harder to get rid of messages once they are left unless you respond to them. Some of the messages that I leave don't need a response, and this makes the process cumbersome. Review collected by and hosted on G2.com.

I really appreciate how Calabrio ONE has allowed us to integrate our 'call grading' system utilizing the evaluation tool. It’s incredibly convenient that we can now access all call metrics in one centralized location, which greatly simplifies the process. Navigating the website is very straightforward, making it easy and efficient to use. Furthermore, I enjoy the AI features within the platform. Even though our company doesn’t have the upgraded system to fully utilize these features, I can still acknowledge its potential and the utility it offers. Review collected by and hosted on G2.com.

I find it challenging to create reports due to the lack of accessible support. Currently, the process involves routing requests through IT, which then contacts Presidio, and they are often unable to assist us adequately. The only time I received help was when I attended a conference in Dallas, indicating that support is not readily available through regular channels. Furthermore, the initial setup of Calabrio ONE was reportedly time-consuming for my team. Being in a non-technical space required us to engage in a lot of learning through trial and error, which suggests a steep learning curve and possibly inadequate guidance during the initial deployment. Review collected by and hosted on G2.com.