# Page 7 | Calabrio ONE Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - Is Calabrio ONE the right Call Center solution for you? Explore 263 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/110588/Calabrio-One-Suite/reviews --- Calabrio ONE 4.5 (263) [View alternatives](https://www.capterra.com/p/110588/Calabrio-One-Suite/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 7 - Reviews of Calabrio ONE ## Showing most helpful reviews Showing 151-175 of 263 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Manager, WFM Pharmaceuticals Used the software for: 2+ years ### "Nice Upgrade" December 20, 2020 4.0 The Calabrio One Suite tool has been extremely useful for our organization. The staff is very customer oriented and work to implement a lot of feedback that has been provided into the tool. Pros Calabrio is a very user friendly tool. The upgraded version provides a level of AI that was not previously available. We are pleased with the new features and that we have not lost the ease with which to navigate within the product. Cons I would love to see more automation with staffing (i.e. providing daily recommendations for time off parameters based on historical data) Review Source RS Roxanne S. PL Service Advisor Insurance Used the software for: 1-2 years ### "Perfect to helping with productivity " April 5, 2024 5.0 I love the recording they are clear and efficient Pros I like that i am able to go back and review my call to see if i can improve in my customer service. Cons it takes a couple of hours to see the phone call recording Review Source TT Tamsyn T. call handler Public Relations and Communications Used the software for: 1-2 years ### "easy and simple to use " April 5, 2024 5.0 Pros using the app from home makes it easy to see what shifts I've got coming up for the next week Cons not being able to see the availability for time off Review Source VR Verified Reviewer Sr. Operations Manager Telecommunications Used the software for: 2+ years ### "Calabrio" November 9, 2020 4.0 Pros The all in one aspects; WFM, QA, Analytics, and customizable reporting. Cons The out of the box reporting that the user is stuck with, unable to remove it. In addition the custom reporting is complex unlike the rest of the user interface and lacks documentation/guides. Switched from [CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) Cost was the driving reason to switch. Review Source RD Rich D. Used the software for: ### "Calabrio One" January 10, 2017 4.0 Calabrio One suite has a lot of potentials and they are starting to capitalize on it with integration between WFM, QM, and Speech Analytics. For those unfamiliar with where to start...QM and Analytics are Calabrio's bread and butter. In a demo, they have surpassed many expectations and in practice, they have done the same as compared to other call recording technology out there. Although this isn't my area of expertise, I can easily see this from them and the integration between QM and WFM is solid. Agents can essentially get real-time feedback on call scoring from within the application while also navigating schedules, etc. As for WFM... Upon initial use of that application, it is easily an upgrade to most home-grown applications that companies deploy. The out of the box interface is simple enough for agents to use and I appreciate the multiple navigation options users have. The underlying data and setups for service queues, etc. can be a bit tricky at first. For environments that manage teams individually, this application has a lot of nice features. Limiting views and the newly release feature of schedule edit profiles has been a nice addition as well. For larger operations, especially those that have centralized operations and administrative teams, the filtering and visibility can be somewhat challenging. One glaring example is with real-time adherence. The concept exists within WFM, however, it does fall short, on large scale, because it cannot effectively display large groups of agents at once. When compared to NICE, Calabrio WFM cannot create thresholds to display those that are out of adherence at the top and cannot sort by agent states, time in state, etc.. You can pin agents to the top, but this is manual and does not help identify those that may be out of adherence. The sorting that is offered is mostly limited to scheduled times, naming, and date conventions. However, most larger enterprises have resources and manpower to overcome this challenge by building external tools to coincide. WFM clearly has room to grow and some functionality takes on great concepts but just falls short on initial execution. However, the partnership garnished with Calabrio and their quest for feedback is encouraging. That much has turned much pessimism into appreciation and excitement for the future. Having 12+ years experience in the industry, I would say the QM/SA is very good, WFM is decent out of the box, having much potential with patience. Review Source VR Verified Reviewer Adjunct Faculty Member Higher Education Used the software for: 2+ years ### "Calabrio one" February 14, 2019 5.0 We moved from a previous software that was stuck in the Mesozoic Era. Calabrio exceeded our expectations when looking for a replacement and has been great about rolling out new features and meeting the needs of their customers. Pros The software makes my job easy with detailed reports, goal setting, sound quality, and the ease of navigation. Cons I do not have any Cons to share at this time. When something is not properly working calabrio is quick to respond. The customer service has been fantastic! Review Source hA heidy A. customer service Furniture Used the software for: 6-12 months ### "Calabrio is the best to keep track of my schdule." March 7, 2023 5.0 it helps me to know my hours and change of schedule in my work. Pros It is too easy to understand and is always update. Cons Anything, calabrio is perfect for my work hours! Review Source gR gabe R. MOSC Hospital & Health Care Used the software for: Less than 6 months ### "Well Programmed!" April 16, 2024 5.0 Pros What i like the most about the Calabrio ONE program is the time keeping capabilities. Cons What i like the least about the Calabrio ONE program is the error connection i get from time to time. Review Source AM Adrian M. Digital Payments Specialist Banking Used the software for: 2+ years ### "Calabrio One" April 5, 2024 5.0 Pros The ease of use and the information available in the system. Cons Info on home screen never populates anything. Review Source SM Sara M. Workforce Analytics Supervisor Pharmaceuticals Used the software for: 2+ years ### "Transformed Our Business" November 20, 2023 5.0 It has been a critical piece of success for our deliverables. Pros Ease of use, helps optimize the workforce, accurate forecasting, employee engagement. Cons We are running an outdated version that is being grandfathered. Reason for choosing Calabrio ONE Better features, ease of use, more capabilities. Review Source CAV Charles Angelo V. Quality Analyst Outsourcing/Offshoring Used the software for: 1-2 years ### "Calabro Workforce Management Review" January 29, 2024 5.0 Pros This is the best system to use for workforce management in the BPO industry. Live monitoring of employees status and schedules to avoid lost hours. You can also access daily records of agents workflow. Work avoidance can be easily determine by this tool. Cons None at all when it comes to workforce management Review Source MP Meshwa P. Client Care Representative Mental Health Care Used the software for: 6-12 months ### "Meshwa's Review" April 9, 2024 5.0 Pros Easy call tracking, helps to know the quality of the call and mistakes made. Cons Sometimes does not give a notification of a call scored Review Source AM Ahmed M. CSR Consumer Services Used the software for: 2+ years ### "Calabrio experience " December 10, 2022 4.0 Pros The most like in this app is easy to handle all of weekends to all employees in my company Cons The least like in calabrio som time is failure our holiday or annual holiday Review Source VR Verified Reviewer Blended CC Senior Expert Telecommunications Used the software for: 6-12 months ### "Calabrio Experience" October 30, 2022 3.0 Overall , My experience wasn't bad but still not that wow experience however , app still needs some enhancement to reach the required quality Pros The most thing I like about Calabrio is the ability to manage and view my working shifts in a unique way Cons The least thing i liked that you face some delay or lag with using the app in case of opening the app by the same times from many users Review Source RB Raymon B. WFM Planner Consumer Electronics Used the software for: 2+ years ### "Calabrio is a great company always willing to innovate by listening to their customer feedback." July 25, 2017 4.0 The benefits of using the Calabrio software is he accuracy of the forecast, knowing what call volume will look like on a 5 year plan. Better reporting of what is happening on a daily basis. Making sure I have the right people in the right place at the right time. Pros The Program is easy to use. The view of the program is clean and organized. My favorite function of the program is the workflows, the messaging feature, and doing a schedule run. I can run schedules during after hours without the program up on my desktop. Cons Deleting exception for the agents schedules. At this time we have to delete the exception twice. One in the schedule, second in the agent's profile so it doesn't show up in the reports. Review Source PM Pippa M. Knowledge and Training Coordinator Apparel & Fashion Used the software for: 2+ years ### "Great software!" August 31, 2023 5.0 Pros Really easy to use, has all the features we need and integrates well with other software. Cons Not much to complain about - we use other complementary software so together it has been a great solution for us. Review Source BB Brian B. Member Contact Center Manager Banking Used the software for: 2+ years ### "We Love Calabrio and everything it has to offer!" April 29, 2020 5.0 The experience has been great since day 1. Pros We currently have the full suite. WFM, QM, and Analytics are very intuitive and we have gained many efficiencies since we implemented it over 2 years ago. The Cloud has been amazing to have as well. Cons We love everything about it. There is nothing that we don’t like about the product. Alternatives considered [CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[Workforce Optimization (WFO)](https://www.capterra.com/p/225152/Monet-Live-WFO/)[Teleopti WFM](https://www.capterra.com/p/110450/Teleopti-WFM/) Reason for choosing Calabrio ONE What Calabrio had to offer. Their company culture. Ease of use and an All In One package. Review Source JY John Y. Billing advisor Telecommunications Used the software for: I used a free trial ### "personal review" May 20, 2024 4.0 Pros What I like about Calabrio one it's reliable and resilient Cons What I don't like about Calabrio one is that it requests are being denied with supervisor acknowledgement Review Source Alan C. Analyst II Financial Services Used the software for: 2+ years ### "Analytics in Calabrio" February 14, 2019 4.0 Overall it has been a good experience, testing at times but mostly good. Pros Ease of use and feature options. Being cloud based allows access anywhere you have an internet connection. Cons The reliability, seems to have bugs often. Review Source VR Verified Reviewer Manager Hospital & Health Care Used the software for: 2+ years ### "Calabrio for your contact center needs" March 14, 2024 5.0 Overall, easy use and understanding of various applications. Pros Ease of use for all user roles: agents, leaders, administrators Accurate planning functionality Screen and call recording function Cons Missing a screen recording error report/alert Review Source JD JAVIER D. Customer Success Manager Telecommunications Used the software for: 1-2 years ### "Good solution to record calls." February 25, 2021 5.0 The overall experience with Calabrio Call Recording is good. We use the solution both in our call center and individually. Personally, it helps me to record those conversations with clients where we must agree on business objectives and metrics to take into account, as safeguards and evidence. Pros The best thing about Calabrio Call Recording is the simplicity of its use. It allows us to record any call we want and also the possibility of recording all calls without the need for any action by the user. The solution is very versatile. Cons The only con I see for this solution is that it is not all-inclusive, that is, in addition to the solution license, the Windows Server and SQL licenses must be considered. It would be very good if it is developed under a customized free Operating System and database. Review Source MF Mario F. cs Agent Consumer Services Used the software for: 6-12 months ### "Calabrio is such a powerful tool" March 6, 2023 5.0 Easy to schedule, modify and track all the information for each worker. Pros I can see my schedule and all the events on them.On the other hand, I can also see my teammate's work schedule. Cons Hard to open in the app, not so specific instructions. Review Source LC Lou C. Quality Assurance Manager Education Management Used the software for: 2+ years ### "Calabrio QM " February 25, 2019 4.0 Our overall experience has been very positive. We have been able to provide the front line managers with useful and timely trend information. this information allows management the ability to see how their teams are succeeding as well as where they are struggling. Pros This product is consistent in providing quality call recordings for our use. Once recorded, Calabrio provides a very user friendly search capability that allows front line managers the ability to extract exactly the information they need. Cons I find the reporting feature in Calabrio to be the bare minimum and does not really provide much useful information. Review Source JW John W. Operations Manager Automotive Used the software for: 2+ years ### "Optimizing operations with Calabrio 1" March 20, 2019 5.0 We have been able to see great improvements within the contact center since we started using C1. The team helped us optimize the tool for our needs to achieve 95%+ accuracy in forecasting. Pros Having all the tools within a single application. I am able to switch from one too the the other without having to open a new browser window or launch a new application. It also makes it easier to have a more wholistic view of what is happening within your contact center because the reporting is also intergrated. Cons Some of the back end configuration is not as straight forward and intuitive as I would like. Review Source MK Marium K. Customer Service and Operations Trainer Outsourcing/Offshoring Used the software for: 2+ years ### "Great State Viewer" August 16, 2020 5.0 I really enjoyed Calabrio Suites and had good experience with it. I really like how it made the representatives take responsibility for their stats. Pros Calabrio One Suite is a great software for your call representatives to have. It allows them to keep an eye on their stats and puts the responsibility into their hands on making sure that they are meeting their goals. Cons It can hard to read and understand how to use and find everything if you do not train your representatives on it. If someone is not tech savvy it could be a little confusing for them. Review Source Similar Products Featured