--- title: Calabrio ONE Reviews meta_title: 'Calabrio ONE Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 429 reviews by the users' company size, role or industry to find out how Calabrio ONE works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 429 scale: '5' date_modified: '2026-06-30' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Calabrio ONE Reviews **Vendor:** Verint **Category:** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce) **Average Rating:** 4.4/5.0 **Total Reviews:** 429 ## About Calabrio ONE Calabrio ONE is now Verint. The workforce engagement and contact center intelligence capabilities you knew as Calabrio ONE are now offered through Verint CX Automation Platform – with expanded AI capabilities, deeper integrations, and the same focus on agent experience and customer outcomes. The Verint CX Automation Platform helps contact centers automate CX workflows and deliver measurable outcomes. Built to run on your existing infrastructure, it integrates with any CCaaS, CRM, or AI model. Powered by a shared CX Data Hub and Verint Da Vinci™ AI, the platform learns from every interaction to drive automation across self-service, agent support, analytics, quality, and workforce engagement. ## Calabrio ONE Pros & Cons **What users like:** - Users enjoy the **ease of use** of Calabrio ONE, facilitating efficient and smooth workforce management processes. (59 reviews) - Users value the **intuitive interface and strong forecasting capabilities** of Calabrio ONE, enhancing workforce management and efficiency. (39 reviews) - Users benefit from the **time-saving capabilities** of Calabrio ONE, dramatically enhancing operational efficiency for call center operations. (36 reviews) - Users value the **efficient scheduling capabilities** of Calabrio ONE, enhancing operational effectiveness and staff management. (30 reviews) - Users value the **impeccable customer support** from Calabrio ONE, enhancing their overall experience and reporting capabilities. (25 reviews) - User Interface (25 reviews) - Users find that Calabrio ONE offers **significant time savings** through its user-friendly design and streamlined processes. (23 reviews) - Analytics (21 reviews) - Effective (21 reviews) - Time-saving (21 reviews) **What users dislike:** - Users highlight **missing features** in Calabrio ONE, noting issues like poor visibility and cumbersome processes. (20 reviews) - Users express frustration with **poor reporting** capabilities, noting complexity and inconsistencies that hinder effective usage. (16 reviews) - Users are frustrated by **inadequate reporting** capabilities in Calabrio ONE, seeking more detailed and accurate results. (15 reviews) - Users find Calabrio ONE's interface **not intuitive** , struggling with complex reporting tools and multiple data generation challenges. (13 reviews) - Users experience **inaccurate data analysis** in Calabrio ONE, causing confusion and challenges in making informed decisions. (12 reviews) - Users find the **learning curve steep** with Calabrio ONE, requiring additional training to fully utilize its features. (12 reviews) - Data Management (11 reviews) - Complexity (10 reviews) - Users frequently face **cumbersome scheduling issues** that hinder workflow and complicate integration with other functionalities. (10 reviews) - Users experience **slow loading times** with Calabrio ONE, often waiting several minutes for interactions to load. (10 reviews) ## Calabrio ONE Reviews ### 1. Calabrio ONE Makes Schedule Management Effortless with Reliable Real-Time Updates **Rating:** 4.5/5.0 stars **Reviewed by:** Yonis A. | Customer service agent, Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about Calabrio ONE?** What I find most helpful about Calabrio ONE is how it simplifies schedule management in a dynamic environment like H&M Customer Service. Since we operate 7 days a week with shifts from 08:00 to 21:00, the UI/UX is intuitive enough to let me check my rotation at a glance. The Performance of the platform is very reliable; the real-time updates ensure I never miss a shift change, which is a huge benefit for my daily workflow. Additionally, the AI/Intelligence features used for forecasting seem very accurate, as our shift patterns consistently align with the actual volume of customer inquiries we receive. Another upside is the Integration with our internal communication tools, which makes the Onboarding process for new team members much smoother since everything is centralized in one dashboard. **What do you dislike about Calabrio ONE?** While the software is generally very reliable, there are a few areas that could be improved to enhance the user experience: Mobile Syncing: Occasionally, the mobile version takes a bit longer to sync with the desktop schedule updates. Improving this Performance aspect would ensure that we always have the most accurate info while on the go. Support & Documentation: While the interface is intuitive, the internal help guides or Support documentation can sometimes be a bit technical. It would be helpful to have more simplified, visual tutorials for complex features like shift bidding. Notification Customization: I would love to see more granular control over notifications. Having more alerts for upcoming shift changes or approved time-off requests would further improve our workflow and response time. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE solves the complex challenge of managing a large workforce across a 7-day operation with various shift patterns. Before using this tool, coordinating schedules, shift swaps, and time-off requests was a manual, time-consuming process for both agents and management. The benefits I’ve experienced include: Operational Efficiency: It has streamlined our workflow by centralizing everything. This directly impacts the ROI for our organization, as we spend significantly less time on administrative scheduling tasks and more time focusing on customer resolution. Work-Life Balance: The transparency of the platform allows me to plan my life better. Knowing my schedule weeks in advance with 100% accuracy is a major personal benefit. Cost-Effective Resource Planning: Even though I don’t handle the Pricing directly, it's clear that the software provides great value by ensuring we are never understaffed or overstaffed. The AI-driven forecasting solves the problem of unpredictable call volumes, making the service more stable and efficient. ### 2. Effortless Scheduling with Some Connectivity Hiccups **Rating:** 4.0/5.0 stars **Reviewed by:** martino b. | agent, Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2026 **What do you like best about Calabrio ONE?** I really appreciate the ease of use of Calabrio ONE. It's very straightforward and quick, especially for booking holidays. I also like that I can see availability and check schedules from my mobile phone. The initial setup was very easy, and having the app on my phone is quite convenient. **What do you dislike about Calabrio ONE?** The biggest issue I have with Calabrio ONE is how unnecessarily complicated the reporting and data exploration tools are. It often feels like you need a specialized degree just to pull a custom report, and even then I still run into data inconsistencies that make me second-guess the results. On top of that, the user interface feels clunky and unintuitive in several areas. Simple tasks take far too many clicks to complete, and the system frequently lags or glitches when I’m trying to manage large datasets or approve time-off requests. Real-time adherence tracking is also often delayed, which makes it incredibly difficult to manage the floor effectively when the data I’m looking at isn’t actually “real-time.” **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE to check my team schedule, book holidays and time-off quickly, and see availability. It's easy to use, accessible from my mobile phone, and makes booking holidays straightforward and fast. ### 3. Effortlessly Enhances Call Management with AI Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Sarah H. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Calabrio ONE?** I find Calabrio ONE easy to use, which makes it approachable for daily operations. I also appreciate the reporting tools that help analyze calls and interactions with customers. The AI summary is really helpful in quickly identifying calls that need attention. I am looking forward to using the trending topics feature, which promises to help in understanding what our customers are calling about and evaluating how we are doing. The initial setup of Calabrio ONE was easy, which was a relief. **What do you dislike about Calabrio ONE?** Sometimes insights can be too robust, making them less user-friendly for creating on-demand reports. I wish there were more basic commands for report creation. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for capturing interactions with transcription, AI summaries to quickly review calls, easy reporting tools for analysis, and I'm looking forward to using trending topics to understand customer concerns. **Official Response from Adrienn Tordai:** > We're thrilled to hear that the AI summary and easy setup have been beneficial for your daily operations. Also, thank you for your feedback about the robustness of insights. We are always working on providing more user-friendly reporting features. ### 4. User-Friendly, Powerful All-in-One Platform for Contact Center Optimization **Rating:** 4.0/5.0 stars **Reviewed by:** Cristopher F. | Intake support, Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2026 **What do you like best about Calabrio ONE?** What I like best about Calabrio ONE is how user-friendly and organized the platform is. The UI is clean and easy to navigate, which makes managing schedules, monitoring calls, and reviewing performance much more efficient. I also appreciate how well it integrates with other systems like Salesforce and contact center platforms, helping teams keep everything connected in one place. From a performance standpoint, the platform runs smoothly and provides useful real-time insights that help improve productivity and customer experience. I think the analytics and AI-driven tools are especially valuable because they help supervisors identify trends and coach agents more effectively. In terms of pricing and ROI, I believe Calabrio ONE delivers strong value for companies that rely heavily on customer support operations, since it helps improve efficiency, workforce management, and overall team performance. Another thing I like is the onboarding and support experience. The system is relatively easy to learn, and the available training resources make it easier for new users to adapt quickly. Overall, it’s a solid all-in-one solution for managing and optimizing contact center operations. **What do you dislike about Calabrio ONE?** One thing I dislike about Calabrio ONE is that some features can feel a little overwhelming at first, especially for new users who are not familiar with workforce management platforms. While the system is powerful, certain reports and configuration settings could be more intuitive and easier to customize. I also think there can sometimes be a learning curve when integrating the platform with other tools or setting up advanced analytics features. In some cases, loading large reports or navigating between modules may feel slower than expected. That said, once users become comfortable with the platform, it becomes much easier to take advantage of all the features and overall functionality. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE helps solve a lot of the day-to-day challenges that come with managing customer support and contact center operations. One of the biggest benefits is that it improves workforce management by making scheduling, forecasting, and monitoring much more organized and efficient. This helps reduce staffing issues and keeps teams aligned with business needs. It also solves problems related to quality control and performance tracking by providing call recording, analytics, and real-time reporting tools. That makes it easier for supervisors to coach agents, identify trends, and improve the overall customer experience. From my perspective, the platform benefits me by making workflows smoother and giving better visibility into performance metrics and team productivity. It saves time, improves communication, and helps create a more structured and efficient work environment overall. ### 5. Real-Time Monitoring with Flexible Scheduling, But Initial Setup Challenges **Rating:** 4.0/5.0 stars **Reviewed by:** Jose D. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** I like the Real Time View in Calabrio ONE because before this feature, we lacked real-time monitoring of our agents. Now, with this view, all our supervisors can have the best knowledge of what their agents are doing. I also appreciate that Calabrio ONE is cloud-based and allows all our agents and supervisors to use the platform, which was an important factor for us in switching from Aspect Workforce. **What do you dislike about Calabrio ONE?** I find issues with over and understaffing when the operation involves multi-skill agents and skill-to-skill support. The initial setup of Calabrio ONE wasn't that easy because it requires changing our operation to its way of doing workforce management. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for real-time monitoring, flexible scheduling, and forecasting, which improves our agility. The real-time view gives supervisors the best knowledge of agent activities, enhancing oversight. **Official Response from Adrienn Tordai:** > Hi Jose! We're pleased to hear that Calabrio ONE's real-time monitoring and cloud-based platform have been beneficial for your team. We understand that the initial setup may have been complex, and we appreciate your patience. Your feedback will help us enhance the onboarding experience for our customers. If you have any specific suggestions or need assistance, please let us know. Have a great day! ### 6. User-Friendly Interface with Effective Call Evaluation **Rating:** 4.5/5.0 stars **Reviewed by:** Wayne P. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Calabrio ONE?** I find the interface of Calabrio ONE very user-friendly, which makes it easier to navigate. I also really value the Automated Quality Monitoring (AQM) feature that allows us to evaluate every call instead of just a small sample, offering a more comprehensive overview. Additionally, it provides us with data that helps make more educated decisions on service improvements and future needs. The automation of our agent notes is a substantial time saver. **What do you dislike about Calabrio ONE?** My only issue to date is that we cannot have questions on the AQM form without putting a point value to them. We would like to use some questions for pure data collection without scoring the agent on those specific questions. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE helps us make more educated decisions on service improvements by providing data and automates agent notes, saving substantial time. ### 7. Boosts QA Efficiency with Intuitive UI **Rating:** 5.0/5.0 stars **Reviewed by:** Tony W. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** I love that Calabrio ONE helps our Quality Assurance Agents to be productive in reviewing calls and provides real-time feedback to agents. I really appreciate the User Interface. Data analysis works great with the platform. The initial setup was very simple, and I would definitely recommend it to a friend or colleague. **What do you dislike about Calabrio ONE?** The stock dashboards in Insights do not drill down far enough, and I'm unable to access the calls that fall within the results. Additionally, it would be helpful to have a hyperlink to the calls that were scored. The access based on the roles that are already set up should mirror, meaning hidden fields should be consistent in both Insights and the interactions. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE helps Quality Assurance Agents be productive in reviewing calls and provides real-time feedback to agents. **Official Response from Adrienn Tordai:** > Hi Tony! We're thrilled to hear that Calabrio ONE has been beneficial for your Quality Assurance Agents and that you find the UI intuitive. We appreciate your feedback about the stock dashboards in Insights and will take it into account for future enhancements. Feel free to expand on your feedback any time. Have an excellent day! ### 8. Efficient WFM with Room for UI Improvement **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Calabrio ONE?** I like Calabrio ONE's ability to quickly adjust schedules on the fly and schedule sessions for individual training, which helps ensure we have the required number of agents where they need to be. I appreciate the schedule components and meetings that help with planning. I also find the quality aspects, such as Auto QM, valuable for understanding what agents are doing well, helping to identify trends and areas where they might be struggling. **What do you dislike about Calabrio ONE?** The interface could be more user-friendly. It can be difficult to train new users who find the interface complicated. The initial setup was somewhat easy but challenging when people explained what something does without necessarily explaining the functionality behind it. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE to quickly adjust schedules and organize individual training sessions, ensuring we have the required number of agents where they need to be. It audits 100% of calls for better understanding of agent performance and trends. **Official Response from Adrienn Tordai:** > Hi there – thank you for taking the time to review Calabrio ONE. We're glad to hear the platform is helping you adjust schedules quickly, organize individual training sessions, and that Auto QM is giving you valuable insight into agent performance and trends. At the same time, it seems the interface hasn't fully met your expectations, particularly around ease of use and onboarding new users. We'd genuinely like to improve that experience for your team. Since we're unable to see your name or company from this review, please reach out to your Customer Success Manager or Customer Support at your earliest convenience so we can better understand your experience and work toward a smoother, more intuitive setup. Thank you again for your feedback, and please feel free to update your review as things evolve. ### 9. Highly Customizable Calabrio ONE with Responsive Support That Keeps Improving **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** What stands out most to me about Calabrio ONE is how customizable it is. The platform gives you the flexibility to create scheduling rules that match different employment types and operational needs, which is especially important in a complex WFM environment. For all it offers, it is surprisingly easy to use once you learn where everything is. I also appreciate how responsive the customer support and development teams are. They genuinely listen to feedback and actively work to improve the product. Over time, I’ve seen them address concerns—such as system lag—and make meaningful changes based on user input. Overall, it feels like a platform that continues to evolve with its users, and that makes a real difference in day-to-day operations. **What do you dislike about Calabrio ONE?** I have to say, I’m not a fan of things migrating out of the “back end”/remote desktop connection and over to the web interface. That probably says more about me being resistant to change, but the back end just feels more robust and dependable. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE helps streamline complex scheduling processes, especially around shift trades and adjustments. The trade board has removed a significant amount of manual work for our team by letting employees pick up or swap shifts directly in the system, instead of relying on back-and-forth coordination. The same is true for features like auto-approving absences based on staffing or budget and optimizing breaks based on staffing needs. Overall, this reduces the administrative workload for the WFM team while giving employees more flexibility, without sacrificing coverage or control. **Official Response from Adrienn Tordai:** > Hi there! We're thrilled to hear that you find Calabrio ONE customizable and easy to use. Thank you for highlighting the auto-approval and break optimizing features. Feel free to expand on your feedback any time so we can continue improving the solution in meaningful ways. Have an excellent day! ### 10. Easy Transition with All-in-One Efficiency **Rating:** 4.0/5.0 stars **Reviewed by:** Darlene W. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** I find Calabrio ONE to be an easy-to-use all-in-one software. The transition from our classic system to the cloud was very easy. I appreciate using WFM for agent scheduling and staffing, as well as AQM for agent performance and enhancing customer service. It's great to have such a user-friendly platform that helps with agent adherence and provides agent recordings to improve performance. **What do you dislike about Calabrio ONE?** Performance Management **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for agent adherence and recordings, helping improve agent performance. The software is easy to use and combines everything I need in one place. WFM aids in agent scheduling and staffing, while AQM boosts agent performance and customer service. **Official Response from Adrienn Tordai:** > Hi Darlene – thank you for your review of Calabrio ONE! We're so glad to hear the transition from your classic system to the cloud was easy, and that having an all-in-one, user-friendly platform is supporting your WFM scheduling and staffing. We value your input on areas for improvement, such as Performance Management. If possible, would you be able to expand on your feedback so we can better understand what would make this work better for you? Feel free to update your review any time to reflect your latest experiences. Keep up the great work! ### 11. All-in-One Platform That Transforms Contact Center Management **Rating:** 5.0/5.0 stars **Reviewed by:** Raphael C. | Data Entry Specialist, Outsourcing/Offshoring, Enterprise (> 1000 emp.) **Reviewed Date:** January 06, 2026 **What do you like best about Calabrio ONE?** 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. **What do you dislike about Calabrio ONE?** 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. **What problems is Calabrio ONE solving and how is that benefiting you?** Unpredictable staffing and inefficient scheduling are common challenges in contact centers. These issues frequently result in either too many or too few agents on hand, which can cause long wait times for customers, increased operational expenses, and higher levels of agent burnout. Calabrio ONE addresses these problems by leveraging AI-driven forecasting and workforce management tools to anticipate contact volumes and automatically adjust schedules. This approach leads to improved alignment between staffing and actual demand, helps lower operational costs, reduces stress and burnout among agents, and enhances overall service quality and responsiveness. ### 12. User-Friendly with Real-Time Management Challenges **Rating:** 4.0/5.0 stars **Reviewed by:** Hollie M. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** I like that Calabrio ONE is user friendly and helps manage real-time and staffing needs effectively. The intraday management features and insights into making better real-time decisions are really beneficial. I also appreciate the overall better interface compared to the previous product we used. **What do you dislike about Calabrio ONE?** Reporting is challenging from a real-time perspective and some of the setup/permissions based items. Not easy. We just switched over on 6/11 and are still in process of learning the tool and setup. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for managing staffing and reporting. It provides intraday management and insights, helping with better real-time decisions. **Official Response from Adrienn Tordai:** > Hi Hollie! It's great to hear that Calabrio ONE is helping you with managing staffing and providing insights for better real-time decisions. We're committed to addressing any challenges you may face during the learning process and ensuring a smooth transition. If at any point, you feel stuck, feel free to reach out to our support team or your immediate Verint/Calabrio contact. Have a great day! ### 13. Calabrio’s Customization and AI Forecasting Make Scheduling a Breeze **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Package/Freight Delivery | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Calabrio ONE?** I think the best part is the customization calabrio offers, you can play around multiple settings and the "shift bags" are a game changer when it comes to scheduling. AI assisted forecasting is working great. You can schedule hundreds of agents across different skills. Adherence tracking and adjustments are quite easy and allow you to see in real time how the agents are performing. For agents, it has very simple UI and allows agents to use self scheduling, shift bidding or preferences, which is a great way to allow agents to pick their desired shifts without compromising coverage. Calabrio offers integrations with Genesys cloud cx, Twilio and other platforms. If you are evaluating calabrio make sure you verify the integrations as the support can vary. In terms of performance, the platform functions great, tho scheduling side can be a bit slow, it's not an issue in everyday use. For agents, everything works flawlessly and you can allow agents as much freedom as you need. As mentioned UI is quite simple and agents should easily access every feature. Scheduling side might need more training/onboarding as it has lots of features and criteria's for schedule creation and publishing. Pricing is on higher end as far as I am aware and they do have an one time onboarding fee. **What do you dislike about Calabrio ONE?** I would say pricing and integrations are the points where it needs more attention. As mentioned pricing can be on higher end while also having implementation fee. When it comes to integrations, you can only have one real time integration, which limits you if you are running multiple platforms simultaneously. Reporting and analytics can be difficult to navigate at first, creating custom reports has a steep learning curve, which will require at least few weeks to get comfortable **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio offers basically an unified platform, where you can centralize your data. It offers workforce management, quality management, anlaytics and performance management in single product. It makes life much easier than having 4 different platforms connected to each other, you have pretty much everything in one place. Before Calabrio, we had separate platform for workforce, quality management and then separate platform for pulling data. Calabrio saves both time and effort, as you have everything in one place and allows you to get data across all directions ### 14. Streamlines Workforce Management with Some Setup Challenges **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Calabrio ONE?** I like that Calabrio ONE automates the process of workforce management. It speeds up the time in managing workforce and offers insights that go beyond just doing WFM from an Excel worksheet. **What do you dislike about Calabrio ONE?** There are two systems in order to use Calabrio ONE (SSO and Teleopti), hopefully it consolidates in the future. Also, intraday is more complex than the previous version. In Calabrio ONE Classic, I was able to view forecasted volume, reforecasted volume, predicted ASA, actual ASA, forecasted agent, reforecasted agent, and agent schedules all in one view. If I move an activity, I can then already see the effect on future predicted ASA. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for forecasting, capacity planning, and scheduling. It automates workforce management, speeding up management time and offering more insights than using an Excel worksheet. **Official Response from Adrienn Tordai:** > Thank you for sharing your positive experience with Calabrio ONE's automation of workforce management. Thank you for making a note regarding the setup challenges and the complexity of the intraday view. It's valuable input that helps us as we continue developing our solution. We're looking forward to supporting you in achieving business needs within your line of work. Keep up the great work! ### 15. Integrated Solution with Outstanding Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** I like that Calabrio ONE is an integrated solution that handles multiple agent and leadership needs in our call center. The integration of quality, analytics, and WFM data into one system makes it simple to view performance holistically without manually aggregating it on an external BI system. The account management and support are also great, which makes my experience with the platform valuable. **What do you dislike about Calabrio ONE?** I think better speed in feature implementation would be beneficial, as well as improved support for non-English languages. Additionally, the initial setup was a bit rocky, with the training staff not being as knowledgeable as I would have liked. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE empowers agents, offers schedule flexibility, boosts quality management efficiency, and provides better customer insights. Its integration allows viewing performance holistically in one system, avoiding manual data aggregation. **Official Response from Adrienn Tordai:** > Hi there! We're delighted to hear that Calabrio ONE has been beneficial for your call center's needs, especially in empowering agents and providing better customer insights. We appreciate your feedback on feature implementation speed and non-English language support, and we'll use this to enhance our offerings. Feel free to expand on your feedback any time. Have a great day! ### 16. Boosts Efficiency with Auto Forecasting, Needs Easier Schedule Management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** I like the auto forecasting feature for staffing in Calabrio ONE, as it helps me determine how teams should be staffed throughout the day. I also appreciate the insights data from voice calls, which aids in gathering data to identify trends. **What do you dislike about Calabrio ONE?** The auto staffing options are difficult for my organization as we mainly like to have static schedules. In the web client, it would be great if there was an easier way to copy schedules so that I do not have to log into the back-end client. The initial setup was pretty involved on our side as we haven't had a product like this before. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for staffing and quality management, benefiting from auto forecasting and call insights, which guide staffing and highlight call trends. **Official Response from Adrienn Tordai:** > Hi there – thank you for your review of Calabrio ONE! We're glad to hear the auto forecasting feature is helping you staff your teams effectively throughout the day, and that the voice call insights are supporting your ability to spot trends. We appreciate your notes on improvements, as well. This kind of feedback helps us keep improving. Feel free to update your review any time to reflect your latest experiences. Keep up the great work! ### 17. Detailed Monitoring with Room for Improvement **Rating:** 3.0/5.0 stars **Reviewed by:** Jesus Alberto G. | admission specialist, Education Management, Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2026 **What do you like best about Calabrio ONE?** I like that Calabrio ONE measures everything every second. It's useful because, for example, when I'm on a call and it's almost my lunch break, Calabrio starts blinking, so I know it's time to prepare to go on my break. This feature helps me manage my schedule effectively. **What do you dislike about Calabrio ONE?** I think they can improve by having a chat feature for immediate assistance, like chat online with them. **What problems is Calabrio ONE solving and how is that benefiting you?** I know my schedule for the upcoming week, which helps me be on time for work and request PTO effectively. **Official Response from Adrienn Tordai:** > Hi Jesus! It's great to hear that Calabrio ONE is helping you stay organized and manage your schedule effectively. We appreciate your input regarding the chat feature and will continue to strive for improvements. Feel free to expand on your feedback any time. Have a great day! ### 18. Seamless Setup, Flexible Scheduling, Admin-Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Jason R. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** I find Calabrio ONE very admin friendly, which is great for our team. We really enjoy the flexibility within the product, especially around scheduling. The options for flexible schedules and employee-facing tools make a big difference for us. The initial setup was very seamless, which made getting started a lot easier. **What do you dislike about Calabrio ONE?** having the options for more flat file imports would be great **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE helps with quality scoring and workforce management, offering flexible scheduling and employee tools. It's very admin friendly and we enjoy its flexibility. **Official Response from Adrienn Tordai:** > Thank you for sharing your positive experience with Calabrio ONE. We're pleased to hear that the seamless setup and flexible scheduling have been beneficial for your team. Feel free to expand on your feedback so we can continue improving the solution in meaningful ways. Have a great day! ### 19. Intuitive but Needs Improved Training and Feature Availability **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Calabrio ONE?** I like that the Calabrio ONE interface is easy to use. Everything I need is only up to 3 levels deep, so I don't have to dig deep to find what I need. **What do you dislike about Calabrio ONE?** I feel like a lot of the Calabrio platform I'm used to is still migrating over to Calabrio ONE. I want the forecasting and scheduling features to be fully available once the migration is complete. Also, I'd like to have the ability to see what future ASA for the end of the day would look like. The training on the system was long and cumbersome, and we should have used our real-time data instead of hypothetical data for training. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE helps us with forecasting, scheduling, and intraday management. **Official Response from Adrienn Tordai:** > Hi there – thank you for taking the time to review Calabrio ONE. We're glad to hear you're finding the interface easy to use and that everything you need is only a few levels deep. At the same time, it seems the experience hasn't fully met your expectations yet, particularly around the features still migrating over. Since we're unable to see your name or company from this review, please reach out to your Customer Success Manager or Customer Support at your earliest convenience so we can better understand your needs and work toward a smoother experience. Thank you again for your feedback, and please feel free to update your review as things evolve. ### 20. Calabrio’s Sessions Feature Saves Hours and Adapts to Our Needs **Rating:** 4.5/5.0 stars **Reviewed by:** Dani M. | Scheduling Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2025 **What do you like best about Calabrio ONE?** 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. **What do you dislike about Calabrio ONE?** 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. **What problems is Calabrio ONE solving and how is that benefiting you?** It has streamlined our approach to scheduling. It has helped us take a week-long task and turned it into a day task. It's also given our advisors much greater flexibility in terms of self scheduling and entering preferences that I hope has helped us retain some of our talent. ### 21. A Strong WFM Tool Backed by a Great WFM Community **Rating:** 4.5/5.0 stars **Reviewed by:** Ed S. | Manager of Workforce Management, Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2021 **What do you like best about Calabrio ONE?** 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. **What do you dislike about Calabrio ONE?** 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. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio covers all of the essential Workforce Management (WFM) basics for our contact center operations. We quickly accomplished our core implementation expectations, including robust schedule optimization, tracking forecasting accuracy, and improving schedule adherence shortly after deployment. The system reliably manages the day-to-day complexities of WFM, allowing our operations team to focus on strategic improvements rather than manual scheduling tasks. ### 22. Calabrio Review **Rating:** 5.0/5.0 stars **Reviewed by:** Rhamone H. | Customer Service Agent, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 02, 2025 **What do you like best about Calabrio ONE?** its ease of use is very simple and the frequency of use is everyday It has a number of features that makes it simple **What do you dislike about Calabrio ONE?** There needs to be link sent to use it on your phone instead of inputting work information **What problems is Calabrio ONE solving and how is that benefiting you?** It provides real time changes and has alerts that come in handy if there are any type of changes ### 23. Flexible WFM Solution with Proactive Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Calabrio ONE?** I like the flexibility and ease of Calabrio ONE coming together. When it works, it works well. They've shown engagement in resolving issues and even developed new features based on our feedback, which helps ensure success and excellence in our field. I find the engagement from the support teams during setup quite helpful, with good communication and commitment. **What do you dislike about Calabrio ONE?** Some features that we are excited for do not come out as quickly or at all, which is frustrating. It is also frustrating when tools work properly in one environment but the same tool doesn't work properly in another. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE to manage schedules for over a thousand call center agents flexibly and reliably, improving agent adherence and presence. **Official Response from Adrienn Tordai:** > Thank you for your feedback! We're pleased that you appreciate the flexibility and engagement of Calabrio ONE, as well as the support team's commitment during setup. Thank you for noting your concerns around feature releases. It's valuable input that helps us as we continue developing our solution. We're looking forward to supporting you in achieving business needs within your line of work. Keep up the great work! ### 24. Efficient Workforce Management, Needs Better Customization **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** I like using Calabrio ONE for its ease of adjusting activities. I enjoy reviewing the forecast and reforecast for the short term, which is helpful in managing staffing levels efficiently. When there is a sudden spike in call volume, I find it neat to review staffing levels against the forecast as it shows exactly how many full-time equivalents (FTEs) I am short, so I know how many people I need to offer overtime to. **What do you dislike about Calabrio ONE?** The current functions of Calabrio vacation planning and self-scheduling do not fit our preference-based model. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE helps us organize schedules and adjust them timely. I like the ease of adjusting activities, and it’s useful for reviewing staffing against forecasts during call spikes. **Official Response from Adrienn Tordai:** > Thank you for sharing your positive experience with Calabrio ONE. We're happy to hear that you're satisfied with the efficiency of forecasting and staffing management. Thank you for also making a note about vacation planning and self-scheduling. We will take this feedback into account for future enhancements. Feel free to expand on your feedback any time. Have a great day! ### 25. Calabrio Makes Workforce Management Simple and Easy to Navigate **Rating:** 4.0/5.0 stars **Reviewed by:** Geraldo C. | Data Entry Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 18, 2026 **What do you like best about Calabrio ONE?** What I like about Calabrio is how easy it is to use for workforce management. Even as a regular agent, I can quickly check my colleagues’ schedules without needing extra permissions or complicated steps. The interface feels clean and straightforward. You don’t need to be tech‑savvy to navigate it, which makes it great for both new hires and seasoned agents. **What do you dislike about Calabrio ONE?** What I dislike about Calabrio is that when I check my schedule, it shows in a different time zone because our client is based in another country. Since we have to follow the client’s time, it becomes difficult for us to manually convert the schedule to their time zone. **What problems is Calabrio ONE solving and how is that benefiting you?** If Calabrio can add an option to change the time zone , that would be great! ### 26. Calabrio ONE: Clean, Intuitive, and Easy to Use **Rating:** 4.0/5.0 stars **Reviewed by:** DHIL SURYAN N. | Customer Support Admin, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about Calabrio ONE?** What I like best about Calabrio ONE is how easy it is to use. The system is simple to understand and does not feel overwhelming, even for someone using it daily. The layout is clean, menus are straightforward, and most features are easy to find without much training. **What do you dislike about Calabrio ONE?** Nothing to dislike it's just organizations use this app for micromanaging. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE solves the problem of managing schedules. This benefits me by saving time and reducing confusion. It makes it easy to view schedules and understand productivity at a glance, helping me stay organized and work more efficiently. ### 27. Streamlined WFM and Quality Management **Rating:** 4.0/5.0 stars **Reviewed by:** Sheryar A. | Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Calabrio ONE?** I use Calabrio ONE for Workforce Management (WFM), quality, and performance management. I like the WFM aspect the most. I also appreciate the quality platform and love the ease and accuracy it provides. Additionally, the initial setup was easy. **What do you dislike about Calabrio ONE?** I don't like that the PTO amounts are not showing. People should be able to see their PTO. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for workforce and quality management, appreciating its ease and accuracy. **Official Response from Adrienn Tordai:** > Hi Sheryar – thank you for your review of Calabrio ONE. We're glad to hear that Workforce Management is your favorite part of the platform, and that the quality and performance management capabilities are delivering the ease and accuracy you're looking for. It's also great that the initial setup was easy. We appreciate you flagging the PTO visibility issue. Feedback like this helps us continue developing the solution. Feel free to update your review any time to reflect your latest experiences. Keep up the great work! ### 28. Powerful Workforce Management with Room for Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Kimberly S. | Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Calabrio ONE?** I like Calabrio ONE's trending topics and AI tags, which help in performance management. These features provide business outcomes and help identify issues sooner. Additionally, the initial setup of Calabrio ONE was easy. **What do you dislike about Calabrio ONE?** I want more ability to build reports and the ability for our frontline staff to create dashboards on their data. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE helps with scheduling, staffing forecasting, and quality. It provides business outcomes and helps identify issues sooner. **Official Response from Adrienn Tordai:** > We're pleased to hear that Calabrio ONE is helping with scheduling, staffing forecasting, and quality, and that you find the platform easy to set up. We appreciate your feedback regarding more report-building capabilities and the ability for frontline staff to create dashboards. It's valuable input that helps us as we continue developing our solution. We're looking forward to supporting you in achieving business needs within your line of work. Keep up the great work! ### 29. Business Analyst **Rating:** 5.0/5.0 stars **Reviewed by:** Rick D. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Calabrio ONE?** I like that Calabrio ONE is easy to use and helps keep workforce management, scheduling, and performance insights in one place. It makes daily operations more organized and efficient. **What do you dislike about Calabrio ONE?** There is nothing specific that I dislike. Overall, Calabrio ONE works well for my needs. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE helps improve scheduling, workforce visibility, and performance tracking. It benefits me by making daily operations easier to manage and more organized. ### 30. All-in-One Workforce Management with Analytics and Real-Time Agent Monitoring **Rating:** 5.0/5.0 stars **Reviewed by:** Avijit S. | Associate technical support, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** March 12, 2026 **What do you like best about Calabrio ONE?** It’s an all-in-one software solution for workforce management, analytics, and real-time agent quality monitoring. **What do you dislike about Calabrio ONE?** The software feels a bit slow and somewhat complex, so it will definitely require training—especially when a new employee needs to start using it. **What problems is Calabrio ONE solving and how is that benefiting you?** It helps us forecast demand, schedule agents efficiently, and monitor performance all in one place. It removes a lot of manual effort and makes it easier to get staffing right. Overall, it helps us respond faster and operate more efficiently. ### 31. AI Transcription Enhances Reporting Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Chelsea M. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** I like using Calabrio ONE for WFM and Contact Evaluations, and their reporting for quality is very useful. I also enjoy the AI Transcription feature, which helps me easily see details on conversations. **What do you dislike about Calabrio ONE?** Chat transcriptions and email contacts are not fully coming into the system. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE improves reporting for quality and offers AI transcription that helps me easily see conversation details. **Official Response from Adrienn Tordai:** > Thank you for sharing your positive experience with Calabrio ONE's reporting and AI transcription features. Thank you for making a note about chat and email integrations. We strive to improve the system to ensure a seamless experience. Feel free to expand on your feedback any time. Have a great day! ### 32. Intuitive interface and solid forecasts with Calabrio ONE **Rating:** 4.0/5.0 stars **Reviewed by:** marika B. | customer service, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Calabrio ONE?** We appreciate the intuitive interface and the robust forecasting capabilities of Calabrio ONE, which enhance workforce management and decision-making. **What do you dislike about Calabrio ONE?** Lack of real-time updates; it lacks certain functionalities that are considered essential for managing employee work. **What problems is Calabrio ONE solving and how is that benefiting you?** Real-time compliance monitoring: The platform's real-time compliance monitoring ensures that agents adhere to their planned schedules, allowing supervisors to quickly address deviations and maintain operational discipline. ### 33. Streamlines Scheduling but Faces Occasional Latency **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** I like the ease of adjusting breaks and activities with Calabrio ONE. I also enjoy the ability to update, add, or remove meetings similarly to managing an Outlook event. **What do you dislike about Calabrio ONE?** I'm experiencing latency issues every few months since the launch and there are overnight forecasting challenges for special days. During the initial setup, we faced a lot of roadblocks and issues where things weren't as promised. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for scheduling, forecasting, and team meetings. It lets agents know their schedule, and I appreciate the ease of adjusting breaks. Updating meetings is convenient, like using Outlook. **Official Response from Adrienn Tordai:** > Hi there! We're glad to hear that you find Calabrio ONE easy to use for scheduling and updating meetings. Thank you for making a note of the latency issues. We'll strive to address these concerns as soon as possible. Feel free to expand on your feedback so we can continue improving the solution in meaningful ways. Have a great day! ### 34. Accurate Forecasting, Improved Workforce Efficiency **Rating:** 4.5/5.0 stars **Reviewed by:** Amy D. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** I find the forecasting accuracy in Calabrio ONE amazing once it's dialed in. I also appreciate that adherence monitoring prevents the need for manual monitoring. **What do you dislike about Calabrio ONE?** The 5 minute scheduling could use some work. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for workforce management, solving scheduling, adherence monitoring, and forecasting. The forecasting accuracy is amazing, and adherence monitoring prevents manual monitoring. **Official Response from Adrienn Tordai:** > Thank you for sharing your positive experience with Calabrio ONE's forecasting accuracy and adherence monitoring. Feel free to expand on your feedback so we can continue improving the solution in meaningful ways. Have a great day! ### 35. User-Friendly WFM Solution with Continuous Enhancements **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Calabrio ONE?** I really like that new features are always coming out and that Calabrio ONE is very user-friendly. It's been easy to train staff to use it, and the setup was easy too. These aspects really enhance my experience with the software. **What do you dislike about Calabrio ONE?** I don't like having to use the WFO site and the regular site to work on schedules. It would be nice to have a single site to do all WFM tasks. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE helps with scheduling shifts coverage for multiple service lines and quality control. It's user-friendly and easy to train staff. **Official Response from Adrienn Tordai:** > Thank you for your positive feedback on the continuous enhancements and user-friendly nature of Calabrio ONE. It's also great to hear how Calabrio ONE is benefiting your scheduling and quality control processes. Thank you for your note around separate WFO/schedule sites. It's valuable input that helps us as we continue developing our solution. We're looking forward to supporting you in achieving business needs within your line of work. Keep up the great work! ### 36. Effortless Setup and Exceptional User Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Rachelle M. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Calabrio ONE?** I really like how user-friendly the interface is on Calabrio ONE. I'm also impressed with the new scheduling features in the cloud. The initial setup was extremely easy, especially because they were onsite to help. **What do you dislike about Calabrio ONE?** Realtime features **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE helps with forecasting, scheduling, and reporting. I use it for WFM, QA, analytics, and insights. **Official Response from Adrienn Tordai:** > Thank you for your positive feedback on the user experience and setup process of Calabrio ONE. We're also glad to hear how Calabrio ONE is helping you with forecasting, scheduling, and reporting. Feel free to expand on your feedback any time so we can continue improving the solution in meaningful ways. ### 37. Unified Platform with User-Friendly Interface **Rating:** 4.5/5.0 stars **Reviewed by:** Shipra D. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** I like that Calabrio ONE is user-friendly, making it easy to navigate. The AI summary of interactions is another feature I appreciate, as it helps me quickly understand key points from communications. **What do you dislike about Calabrio ONE?** Currently missing video recordings for chats and emails **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE consolidates all communication channels into one platform for QM, WFM, and analysis. **Official Response from Adrienn Tordai:** > Hi Shipra! We're glad to hear that you find Calabrio ONE user-friendly and appreciate the AI summary feature. Feel free to expand on your feedback so we can continue improving the solution in meaningful ways. Have a great day! ### 38. Efficient WFM with Room for Flexibility **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** I use Calabrio ONE for Workforce Management (WFM). I find it really helpful for scheduling, forecasting, and real-time management. What I like most about Calabrio ONE is its ease of use. I particularly value the scheduling and optimizing features because they help identify business needs and the resources required to meet them. **What do you dislike about Calabrio ONE?** Self scheduling. We NEED better flexibility options but current options don't work with labor laws for all states and multiple countries. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for scheduling, forecasting, and real-time management, and I like its ease of use. **Official Response from Adrienn Tordai:** > Hi there! We're glad to hear that you find Calabrio ONE helpful for your workforce management needs, including scheduling, forecasting, and real-time management. We appreciate your feedback about the need for better flexibility options. We are continuously working on our solutions and processes to ensure smooth delivery and enhanced functionality. Feel free to expand on your feedback in the future so we can continue improving the solution in meaningful ways. Have a great day! ### 39. Great for Monitoring, Needs Improved Reporting **Rating:** 4.5/5.0 stars **Reviewed by:** Araina H. **Reviewed Date:** December 01, 2025 **What do you like best about Calabrio ONE?** 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. **What do you dislike about Calabrio ONE?** 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. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for viewing agent processes during calls with screen grabs for effective coaching, resolving visibility issues and enhancing performance monitoring. ### 40. Workforce analyst senior **Rating:** 5.0/5.0 stars **Reviewed by:** Mohamed A. **Reviewed Date:** November 29, 2025 **What do you like best about Calabrio ONE?** 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. **What do you dislike about Calabrio ONE?** 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. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE to manage contact center performance, solving visibility and staffing issues, reducing wait times, and enhancing agent productivity. It integrates real-time data, scheduling, and analytics, streamlining operations and simplifying decision-making. ### 41. Forecasting & QM Management That Boosts Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Ahalia S. | Centralized Resource Supervisor, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Calabrio ONE?** Forecasting and qm management Looking forward to getting some of the new AI tools that will help us with our efficiency and bandwidth **What do you dislike about Calabrio ONE?** In our current version we need more reporting and help analyzing what we're seeing **What problems is Calabrio ONE solving and how is that benefiting you?** Big help with metrics and helping use evolve reporting and dashboard **Official Response from Adrienn Tordai:** > Hi Ahalia! We're glad to hear that you are enjoying the forecasting and QM management features of Calabrio ONE. Feel free to expand on your feedback so we can continue improving the solution in meaningful ways. Have a great day! ### 42. Saves Time & Enhances Call Evaluation **Rating:** 5.0/5.0 stars **Reviewed by:** Ashlee V. **Reviewed Date:** November 28, 2025 **What do you like best about Calabrio ONE?** 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. **What do you dislike about Calabrio ONE?** 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. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for call recording, which helps understand customer sentiments and trends, reduces manual scoring time for call evaluations, and improves operational efficiency by reviewing insights quickly. ### 43. Intuitive Interface and Powerful Workforce Management **Rating:** 5.0/5.0 stars **Reviewed by:** Parul D. | Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2025 **What do you like best about Calabrio ONE?** 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. **What do you dislike about Calabrio ONE?** 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. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE helps streamline and centralize all workforce management and customer experience operations on a single platform. It solves key challenges like forecasting accuracy, schedule optimization, and real-time adherence, which ensures better staffing and reduced operational costs. The integrated QA and analytics modules help identify performance gaps, improve coaching, and enhance overall agent productivity. Having all data in one system reduces manual work, eliminates information silos, and speeds up decision-making. Overall, it has improved efficiency, strengthened compliance, and helped deliver a more consistent and high-quality customer experience. ### 44. Feature-Rich with Room for Subscription Clarity **Rating:** 4.0/5.0 stars **Reviewed by:** Dauris F. | Subgerente Comunicaciones de Voz **Reviewed Date:** November 26, 2025 **What do you like best about Calabrio ONE?** 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. **What do you dislike about Calabrio ONE?** 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. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for call recordings, monitoring, and quality management, which enhances our service evaluation and workload predictions through effective tools and constant upgrades. ### 45. Efficient Workforce Management, Easy Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Shamar R. **Reviewed Date:** November 26, 2025 **What do you like best about Calabrio ONE?** 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. **What do you dislike about Calabrio ONE?** 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. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE streamlines workforce management by simplifying break, training, and wellness scheduling, and allows easy shift trading, enhancing efficiency. It's also valuable for facilitating day-off requests and managing lunch schedules seamlessly. ### 46. Exceptional for Workforce Management and Real-Time Monitoring **Rating:** 5.0/5.0 stars **Reviewed by:** David G. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Calabrio ONE?** I like Calabrio ONE for its detailed forecasting and scenarios, which help me with workforce management. I also appreciate the real-time adherence monitoring feature that it offers. **What do you dislike about Calabrio ONE?** Reporting. Merging reports and exporting to CSV **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for real-time adherence and forecasting in workforce management. **Official Response from Adrienn Tordai:** > Hi David! We're glad to hear that you find detailed forecasting and real-time adherence monitoring helpful for your workforce management needs. We understand the importance of reporting and exporting capabilities, and we are continuously working to improve these features to better meet your needs. Feel free to expand on your feedback so we can continue improving the solution in meaningful ways. ### 47. Great Call Center Tool with Room for Improved Support **Rating:** 4.0/5.0 stars **Reviewed by:** Savannah C. **Reviewed Date:** November 25, 2025 **What do you like best about Calabrio ONE?** 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. **What do you dislike about Calabrio ONE?** 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. **What problems is Calabrio ONE solving and how is that benefiting you?** Calabrio ONE streamlines our call grading system, consolidating metrics in one place. I appreciate the ease of navigation and AI features, though our system limits full utilization. However, there's a need for direct support in report creation, as current assistance through IT and Presidio is inefficient. ### 48. Easy to Use but Needs Better Insights Support **Rating:** 3.5/5.0 stars **Reviewed by:** Matthew H. **Reviewed Date:** November 25, 2025 **What do you like best about Calabrio ONE?** I find Calabrio ONE incredibly valuable for several reasons. Its ease of use stands out prominently, simplifying processes and making the software approachable for everyone on the team. I also appreciate the regular, consistent updates and improvements that Calabrio ONE undergoes, as they ensure the software remains current and effective. These updates are enhanced by informative webinars, which help me and my colleagues learn about new developments and effectively integrate them to improve our customer service. Additionally, it's insightful for day-to-day performance management, allowing managers to seamlessly schedule teams and ensure they are positioned effectively, which enhances our overall operational efficiency. **What do you dislike about Calabrio ONE?** I find Insights to be very difficult to use. Although there are a large number of training videos available, they seem more like a how-to guide and are not tailored to provide specific support on creating reports that work within my organization. Additionally, we've encountered several IT issues that have hindered our ability to fully utilize Insights. **What problems is Calabrio ONE solving and how is that benefiting you?** I find Calabrio ONE provides insightful performance management and simplifies scheduling for our teams, ensuring optimal placement. It also keeps us informed about tools through webinars, which aids in improving our customer service. ### 49. Quality Management and Quick Configuration, Awaiting Improvements **Rating:** 4.5/5.0 stars **Reviewed by:** Eduard Manuel P. | Senior Voip Engineer **Reviewed Date:** November 24, 2025 **What do you like best about Calabrio ONE?** I really like the service quality management part of Calabrio ONE. It is especially valuable because it provides crucial information that we need when evaluating how a customer interaction went. This information is extremely important in the customer cycle and helps us ensure that we maintain a high level of quality in our interactions. Additionally, the initial setup of Calabrio ONE was incredibly quick and simple, even considering that we transitioned from an old platform. The acquisition process, setup, and everything related was easy and allowed us to adapt without complications. **What do you dislike about Calabrio ONE?** The workforce management platform, known as WFM, is a bit outdated. Although I understand it is improving, we are waiting for updates. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for workforce administration and management, solving issues like scheduling, service quality management, and analysis. It provides critical data to evaluate customer interactions, essential in the customer service cycle. ### 50. Calabrio ONE: WFM & QA Deep Dive **Rating:** 0.0/5.0 stars **Reviewed by:** Sheik I. **Reviewed Date:** November 24, 2025 **What do you like best about Calabrio ONE?** I find Calabrio ONE to be an exceptional tool for workforce management, with its invaluable features such as shift scheduling, time and attendance, and absence and leave management. Its customer experience intelligence platform adds tremendous value by uniting various functions like contact centers, call recording, quality management, and workforce management. This integration allows organizations to move from merely managing call queues to proactively optimizing operations, which fundamentally improves the customer experience. The initial setup of Calabrio ONE is very user-friendly, making it easy to get started without any complications. Overall, it is great in every aspect, and I rate it 10 out of 10 without hesitation, confidently recommending it to others. **What do you dislike about Calabrio ONE?** No comments at this time; the software meets our needs effectively. **What problems is Calabrio ONE solving and how is that benefiting you?** I use Calabrio ONE for workforce management, including shift scheduling, time and attendance, and absence management. It unites functions like call recording and quality management, allowing us to optimize operations and improve customer experience. ## Calabrio ONE Discussions - [What is calabrio WFM?](https://www.g2.com/discussions/what-is-calabrio-wfm) - 1 comment - [What is calabrio one smart desktop?](https://www.g2.com/discussions/what-is-calabrio-one-smart-desktop) - 1 comment - [View Calabrio ONE pricing details and edition comparison](https://www.g2.com/products/calabrio-one/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-30+19%3A11%3A13+-0500&secure%5Bsession_id%5D=cc10e4a6-5f9d-4d31-83f4-f4fbe38a1365&secure%5Btoken%5D=ab734de000d442e11475cdfa8c1381a01a17ef5221fd51eec02886c005fcf35d&format=llm_user) ## Calabrio ONE Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [Cisco Finesse](https://www.g2.com/products/cisco-finesse/reviews) - [Fin](https://www.g2.com/products/fin/reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - [Gladly](https://www.g2.com/products/gladly/reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft Excel](https://www.g2.com/products/microsoft-excel/reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [Twilio Flex](https://www.g2.com/products/twilio-twilio-flex/reviews) - [Webex Calling](https://www.g2.com/products/webex-calling/reviews) - [Workday HCM](https://www.g2.com/products/workday-hcm/reviews) ## Calabrio ONE Features **Quality Assurance** - Evaluation - Calibration - Reports **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Generative AI** - AI Text Summarization **Agentic AI - SAP Store** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Engagement** - Feedback - Dashboards - Training **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Performance** - Integrations - Compliance **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Platform** - Customization - Integration APIs - Internationalization - User, Role, and Access Management - Performance - Mobility - Reporting - Dashboards **Workforce Management Platform Features** - Labor Forecasting - Shift Scheduling - Time & Attendance Tracking - Absence & Leave Management - Skills Management - Succession Planning - Workforce Analytics - Self-Service Capabilities - Mobile Shift Scheduling - Team Communication ## Top Calabrio ONE Alternatives - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews) - [Aspect Workforce](https://www.g2.com/products/aspect-workforce/reviews) - 4.2/5.0 (303 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,462 reviews)