Calabrio ONE is an intelligent workforce optimization suite for Amazon Connect that makes it easy to build a robust, omnichannel cloud contact center. Calabrio's analytics, WFM and QM suite helps you schedule agents, monitor performance and improve customer experience.
Overview
Calabrio ONE's integration with Amazon Connect makes it easier than ever for any organization to quickly build a robust, intelligent, modern contact center in the cloud.
With capabilities such as quality management, workforce management and multichannel analytics - Calabrio ONE helps contact center leaders more efficiently and effectively schedule agents, monitor performance and identify opportunities to improve the customer experience.
Calabrio ONE uses AI-driven analytics to uncover performance trends, customer behavior 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.
Deployed together, Amazon Connect and Calabrio ONE give businesses a complete Contact Center as a Service (CcaaS) toolset.
To learn more about how Calabrio's analytics-fueled customer experience intelligence suite can help you elevate performance and improve the customer experience in your contact center, watch a demo of Calabrio ONE (https://info.calabrio.com/aws-demo ).
To learn more, or for complex orders of greater than 100 seats, please contact amazonmarketplace@calabrio.com .
Highlights
- Quality Management: Every interaction is an opportunity. Strengthen relationships, deepen loyalty and drive measurable impact across the business. Automate recording, evaluation and reporting; so you can spend more time coaching and leading.
- Workforce Management. Smart Scheduling & Dynamic Employee Engagement: A modern approach to workforce management. Hone forecasting and streamline scheduling and administration. Put the right people in the right places, empower them to work smarter.
- Calabrio Analytics. Customer-centric Intelligence that Drives Business Forward: Sophisticated speech, desktop and text analytics unlock the goldmine of intelligence buried in your contact center. Transform every customer interaction into usable data.
Details
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on contract duration. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for any usage exceeds the entitle amount or not covered in the contract. These charges will be applied on top of the contract price. If you choose not to renew or replace your contract before it ends, access to your entitlements will expire.
Dimension | Description | Cost/12 months | Overage cost |
|---|---|---|---|
Quality Management | Drive Continual Improvement in Your Customer Experience | $492.00 | |
Workforce Management | Create More Accurate Forecasts and Schedules - Faster | $468.00 | |
Calabrio Analytics | Advanced Omnichannel Analytics - Harness the Voice of Your Customer | $828.00 | |
WFM Super User | Licenses for administration, five (5) licenses included with WFM. | $300.00 | - |
WFM Connectors | License for added connectors (1 historical and RTA included with WFM) | $180.00 | - |
WFM Customized Payroll | License needed for each user with Payroll Export adaptations | $52.80 | - |
WFM Customer Reporting | License for reporting access to BI systems or other reporting tools | $6.00 | - |
Calabrio ONE Suite | Suite Bundle includes QM, WFM and Analytics Licenses | $1,500.00 | - |
Calabrio Data Realtime | Calabrio Data Manager Reporting | $180.00 | - |
Cal_CDM_Historical | Cal_CDM_Realtime Historical Reporting | $180.00 | - |
Dimension | Cost/unit |
|---|---|
Storage - Real-time storage (GB / Month) | $0.03 |
Calabrio ONE Suite Bursting - Per User Per Month Over Contract | $156.25 |
Usage as defined by contract | $0.01 |
Vendor refund policy
No Refunds
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA)Â .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Support
Vendor support
Sometimes an email will suffice. Especially when you need a quick answer. Other times, solving a problem requires a discussion. We connect with you any way that works best for you - and we're ready with the answers you need. Professional services and training must be purchased through Calabrio. Please visit https://www.calabrio.com/professional-services for more information. +1 (800) 303-1248, calabriosupport@calabrio.com ,
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
AI generated sentiment from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Quality Management
Automate recording, evaluation and reporting of customer interactions to strengthen relationships, deepen loyalty and drive measurable impact across the business
Workforce Management
Hone forecasting, streamline scheduling and administration, and empower agents to work smarter by putting the right people in the right places
Analytics
Sophisticated speech, desktop and text analytics to unlock the intelligence buried in customer interactions and transform them into usable data
AI-driven Analytics
Use AI-driven analytics to uncover performance trends, customer behavior and sentiment, and derive compelling insights from the contact center
Contact Center as a Service
Deployed together, Amazon Connect and Calabrio ONE provide businesses a complete Contact Center as a Service (CcaaS) toolset
Composable Architecture
Microservices-based architecture, API-first development, and open data that enable rapid innovation, agility, and resilience to optimize the customer experience technology stack.
Omnichannel Capabilities
Unifies customer and agent experiences across phone, email, chat, text, and social channels.
Pointilist Customer Journey Management
Helps customer-centric organizations deliver experiences that anticipate each customer's needs by recognizing their preferences, prior experiences, and current goals.
Employee Engagement and Productivity
Transforms the approach to employee engagement and delivers new levels of efficiency and effectiveness through Unleashing Employee Superpowers.
Cloud-based Platform
Genesys Cloud CX is an all-in-one composable cloud contact center SaaS solution built on AWS.
Omnichannel Engagement
Provides applications for omnichannel engagement to deliver a better way to achieve great customer experiences
AI-Powered Solutions
Includes AI-Powered Virtual Agents, Agent Assist, and AI Trainer to enhance self-service, agent assistance, and call analytics
Unified Platform
Provides a single unified platform to access and view customer engagement, workforce engagement, employee collaboration, AI & knowledge, and analytics and insights
Vertical-Specific Solutions
Developed purpose-built industry solutions to provide industry-specific workflows, core system integrations, and intelligence built to understand industry language
Global Footprint
Serves customers in over 100 countries across 20 different industries and ranks #8 on the 2023 Forbes Cloud 100
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
No security profile
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No security profile
Standard contract
No
No
No
Customer reviews
Jackie S.
Multi-functional tool for contact centers
Reviewed on Feb 14, 2025
Review provided by G2
What do you like best about the product?
The QM feature of Calabrio and the ease of search with multiple filters and even text search is probably my favorite.
What do you dislike about the product?
We are currently implementing Analytics and there are a lot of inconsitencies and issues so far in our testing. It doesn't give me confidence that our full reporting will be accurate.
What problems is the product solving and how is that benefiting you?
Call recording for feedback review saves us from having to call back patients to confirm details. We also use for QA and future state analytics. It helps us get and maintain contracts and accredidations.
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Darlene W.
Educational and Very Helpfull Tool
Reviewed on Feb 12, 2025
Review provided by G2
What do you like best about the product?
The different ways that the tool can be used. We use it for Analytics, WFM, QM hopefully soon to be AI. We love working with our Customer Success Manager Sumner. He is very attentive with what we need. We use Calabrio everyday for over 500 hundred agents half of those are WFM. Our agents have easy access to their recordings and evalutations to better their selves if need be.
What do you dislike about the product?
Our downside right now is that we are in the process of upgrade to the new WFM so we do not have all the new features to use. With that we do not get our recordings until 2hrs after they are done.
What problems is the product solving and how is that benefiting you?
As our right now they are helping us with the new WFM upgrade. This will give use new and better features for our Care Center.
Hospital & Health Care
The good and bad of Calabrio
Reviewed on Feb 11, 2025
Review provided by G2
What do you like best about the product?
Being able to evaluate calls in a system that will allow us to pull reporting and statistics has been invaluable. Creating evaluation forms is easy and the basic reporting is helpful.
What do you dislike about the product?
Data explorer reporting is often incorrect and confusing to navigate. Not being able to retire old evaluation forms so that they no longer show up in reporting for "On Prem" version of Calabrio has been frustrating. At times, the system can be slow and has many technical issues. The transcription of call recordings is often severely inaccurate.
What problems is the product solving and how is that benefiting you?
Calabrio ONE is solving the problem of tracking quality metrics and benefits me so that I do not have to manually dig through evaluations to find trends and KPIs.
Financial Services
Calabrio Customer Experience
Reviewed on Feb 11, 2025
Review provided by G2
What do you like best about the product?
Single Pane of Glass to access and review recordings.
What do you dislike about the product?
In an HA build, there are A LOT of servers to patch.
What problems is the product solving and how is that benefiting you?
Legal Retention Policy Enforcement and Quality Assurance and Staff Training
Hospital & Health Care
Intuitive Unified Platform
Reviewed on Feb 08, 2025
Review provided by G2
What do you like best about the product?
One of the best things I like about Calabrio One is having a Unified Platform without having to switch between different systems - WFM scheduling, QA call recordings, and analytics are all in one place.
What do you dislike about the product?
The Classic WFM version of Calabrio One could use an upgrade i.e. Forecasting and agent schedule management can be slightly cumbersome. It's still a valuable platform, but improving minor areas would make it much more practical for day-to-day workforce-related management. From what I've seen of their new WFM, there have been some new improved enhancements that may be worth looking into
What problems is the product solving and how is that benefiting you?
Instead of switching between various applications, everything's in one platform - WFM, QA Recordings and Analytics. In addition, we have the ability to monitor our agents in real-time compared while viewing their schedule which allows us to easily track agent adherence.