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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I like Calabrio ONE because it is very practical and allows me to concentrate all matters related to my work schedule and vacation plans in one place. What I like most is being able to see all my schedules from past months and the ease of sliding some types of tasks and adjusting schedules directly on the screen. Review collected by and hosted on G2.com.

The app constantly doesn't work, especially the mobile app. I also can't check schedules or my history of past shift times. If I was promoted and changed departments, I can't see my schedule and work history from old positions, only from my current position. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Performance Management Review collected by and hosted on G2.com.

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 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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.