Calabrio ONE Overview

Calabrio ONE is an AI-driven contact center workforce optimization suite that leverages customer interaction data to uncover insights. Organizations choose it for comprehensive analytics and seamless integration.

Use Cases

Customers recommend Call Recording, Engagement Management, Forecasting, as the business use cases that they have been most satisfied with while using Calabrio ONE.

Other use cases:

  • Helpdesk Management
  • Products & Pricelist Management
  • Coaching
  • Contact List Management
  • Customer Feedback Management
  • Competitive Intelligence
  • Call Scoring
See all use cases See less use cases

Business Priorities

Acquire Customers and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Calabrio ONE.

Other priorities:

  • Grow Market Share
  • Improve Consistency
  • Scale Best Practices
  • Improve Efficiency
  • Enter New Markets Internationally Or Locally
See all business priorities See less business priorities

Calabrio ONE Use-Cases and Business Priorities: Customer Satisfaction Data

Calabrio ONE works with different mediums / channels such as Phone Calls.

Calabrio ONE's features include Recording, Dashboard, Live Monitoring, etc. and Calabrio ONE support capabilities include 24/7 Support, Phone Support, AI Powered, etc. also Calabrio ONE analytics capabilities include Analytics, and Custom Reports.

Reviews

"To get the best from your employees, think about the culture that supports them." - Daniel Acosta

Calabrio ONE, XCALLY, VICIdial, Vocalcom, CallTools, etc., all belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Calabrio ONE

Top Industries

  • Education
  • Hospital & Health Care
  • Government Administration

Popular in

  • Enterprise
  • Large Enterprise
  • Mid Market

Calabrio ONE is popular in Education, Hospital & Health Care, and Government Administration and is widely used by Enterprise, Large Enterprise, and Mid Market.

Calabrio ONE Customer wins, Customer success stories, Case studies

Why is Calabrio ONE the best choice for Call Recording?

What makes Calabrio ONE ideal for Engagement Management?

What solutions does Calabrio ONE provide for Forecasting?

Why is Calabrio ONE the best choice for Helpdesk Management?

23 buyers and buying teams have used Cuspera to assess how well Calabrio ONE solved their Contact Center Software needs. Cuspera uses 896 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.

CUSTOMERS TESTIMONIALS
Calabrio ONE testimonial

Daniel Acosta

Call Center Applications Analyst

Houston Methodist Hospital
To get the best from your employees, think about the culture that supports them. Testimonial By Daniel Acosta
Calabrio ONE testimonial

Beth Bax

Assistant Director, QA

Grand Canyon University
Calabrio is designed for people who need to quickly find specific data to get the job done. Testimonial By Beth Bax
Calabrio ONE testimonial

J Ryan Bradley

Business Director

Major U.S. Insurer
Don’t let fear of the unknown drive biz decisions. Real insights come from analytics, not gut instincts Testimonial By J Ryan Bradley
CUSTOMERS TESTIMONIALS
Calabrio ONE testimonial

Daniel Acosta

Call Center Applications Analyst

Houston Methodist Hospital
To get the best from your employees, think about the culture that supports them. Testimonial By Daniel Acosta
Calabrio ONE testimonial

Beth Bax

Assistant Director, QA

Grand Canyon University
Calabrio is designed for people who need to quickly find specific data to get the job done. Testimonial By Beth Bax
Calabrio ONE testimonial

J Ryan Bradley

Business Director

Major U.S. Insurer
Don’t let fear of the unknown drive biz decisions. Real insights come from analytics, not gut instincts Testimonial By J Ryan Bradley

Leading activewear retailer - Retail - Very Large

Calabrio ONE helped a leading global activewear retailer save over $20 million by improving operational efficiency. The company saw a 250% increase in customer satisfaction and a 225% boost in contac...t center automation. Calabrio ONE enabled better workforce management and digital transformation. The retailer strengthened internal relationships and aligned teams for growth. These changes supported international expansion and a premium customer experience.

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Fexco - Outsourced Contact Centres

Calabrio WFM helped Fexco improve its outsourced contact centre services. Fexco faced challenges with manual forecasting and scheduling, lacking insights and visibility into past data. Calabrio WFM a...utomated forecasting and scheduling, giving leaders better control and flexibility. The solution enabled more accurate staffing plans, improved intraday planning, and empowered agents with mobile access. Fexco saw higher productivity, greater forecasting accuracy, and more employee engagement.

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Nationwide - Banking

Calabrio WFM helped Nationwide upgrade its workforce management. Nationwide needed a flexible tool to handle complex scheduling and integrate with Amazon Connect and QStory. Calabrio WFM was chosen a...fter a detailed review. The solution was implemented remotely during the COVID-19 pandemic. Staff onboarding used recorded content for easy learning. Calabrio WFM improved scheduling, resource planning, and workforce engagement for Nationwide.

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Mersey Care NHS Foundation Trust - Hospital & Health Care

Calabrio ONE helped Mersey Care NHS Foundation Trust improve its mental health crisis services. The Trust needed a 24/7 urgent mental health helpline to meet rising demand and strict response times. ...Calabrio's platform enabled better data insights and multi-channel support. The solution identified that 21% of contacts were clinical and 15.3% were repeat callers. It also reduced time spent on after-call notes and reporting.

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Assurity - Insurance

Calabrio ONE helped Assurity move its contact center to the cloud. Assurity needed a better way to schedule agents after growing its team four times in size. The company replaced manual Excel schedul...ing with Calabrio ONE’s workforce optimization platform. In just two months, the post-issue team saw a 19% increase in answer rate and a 41-second drop in wait time. Fraud investigations became faster and customer service improved.

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Twilio - Information Technology And Services

Calabrio ONE helped Twilio achieve a 546% ROI after switching to the platform. Twilio Flex and Calabrio ONE work together to give full flexibility and deep customer experience analytics. The solution... lets Twilio use customer interaction data to make better business decisions. Managers can engage employees and improve customer service with workforce optimization tools. The platform supports personalized customer interactions and strong brand protection.

Read on →

The New Calabrio ONE

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Frequently Asked Questions(FAQ)

for Calabrio ONE

What is Calabrio ONE?

Calabrio ONE is a workforce optimization and analytics solution that runs a customer service or contact center organization and helps companies make smarter, faster decisions about how to support the success of their business.

Calabrio ONE is a tool to gather and manipulate data (recorded transactions, workforce schedules, customer conversations) powered by a series of clear, intuitive, analytics-enabled widgets. Calabrio ONE is flexible, providing product bundles and add-ons that make it easy for customers to purchase applications that are right for them today, and integrate those that suit the needs of their business tomorrow.

Calabrio ONE uses AI-driven analytics to uncover performance trends, customer behaviour and sentiment, and derive compelling insights from the contact center. Organizations choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support. Calabrio ONE seamlessly combines a fully integrated WFO suite, a comprehensive data integration and reporting platform, and powerful voice-of-the-customer analytics tools.

What is Calabrio ONE used for?

Calabrio ONE is a Contact Center Software mainly used by its customers to Acquire Customers and Enhance Customer Relationships by Call Recording, Engagement Management and Forecasting .

What are the top features of Calabrio ONE?

Recording, Dashboard and Live monitoring are some of the top features of Calabrio ONE.

Who uses Calabrio ONE?

Calabrio ONE is used by Education, Hospital & Health Care and Government Administration among other industries.

What are Calabrio ONE alternatives?

XCALLY, VICIdial, Vocalcom and CallTools are popular alternatives for Calabrio ONE.

Where is Calabrio ONE located?

Calabrio ONE is headquartered at 400 N 1st Ave N, Suite 300, Minneapolis, MN 55401, US.
lightning

Peers used Calabrio ONE for call recording and engagement management

Calabrio ONE Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.22/5 ★

Read Reviews (8)
Analytics

4.65/5 ★

Read Reviews (65)
Custom Reports

4.17/5 ★

Read Reviews (112)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.22/5 ★

Read Reviews (8)
Analytics

4.65/5 ★

Read Reviews (65)
Custom Reports

4.17/5 ★

Read Reviews (112)

Software Failure Risk Guidance

?

for Calabrio ONE

Overall Risk Meter

Low Medium High

Top Failure Risks for Calabrio ONE

Calabrio, Inc News

Product

Calabrio offers Omni Agent Intelligence to centralize quality and performance across human and AI agents - KMWorld

Calabrio has launched Omni Agent Intelligence, a solution designed to unify quality and performance management for both human and AI agents. This offering aims to enhance operational efficiency by providing centralized insights and analytics to optimize customer interactions.

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Awards

Calabrio Highly Commended at The CX Awards 2025 - contact-centres.com

Calabrio was highly commended at the 2025 CX Awards for its Workforce Engagement Management Platform. This recognition highlights Calabrio's innovative solutions, including AI-driven features like Auto-QM and Trending Topics, which enhance contact center efficiency. The platform's success is demonstrated through its impact on clients like Mersey Care NHS Foundation Trust and Delta Airlines, improving call handling and agent scheduling.

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Partnership

Calabrio Expands Partner Ecosystem to Accelerate Innovation and ...

Calabrio has expanded its partner ecosystem by adding Avant and Sabio, and strengthening its partnership with Five9. This expansion aims to enhance Calabrio's cloud-native, AI-powered suite, Calabrio ONE, by providing comprehensive solutions for the contact center market. The partnerships focus on empowering advisors, transforming customer experience, and enhancing digital engagement, offering customers improved contact center solutions.

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Product

Calabrio Unveils Workforce Intelligence a suite of solutions for the AI era - Directors Club News -

Calabrio has launched Workforce Intelligence, an AI-powered suite designed to enhance workforce management in contact centers. This cloud-native solution integrates real-time intelligence to improve forecasting, scheduling, and agent performance, emphasizing agility and human-centric customer service. The launch includes the Gen-AI assistant, Agent Assist, which facilitates schedule management through natural language conversations.

Read more →

Calabrio, Inc Profile

Company Name

Calabrio, Inc

Company Website

https://www.calabrio.com/

HQ Location

400 N 1st Ave N, Suite 300, Minneapolis, MN 55401, US

Employees

51-100

Social

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Financials

M&A