8x8 Contact Center vs. Calabrio ONE

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 8.4 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Calabrio ONE
Score 9.5 out of 10
N/A
Calabrio One is a workforce optimization (WFO) platform for call centers, combining workforce management with call recording and analytics, from Calabrio headquartered in Minneapolis, MN.N/A
Pricing
8x8 Contact CenterCalabrio ONE
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact CenterCalabrio ONE
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
8x8 Contact CenterCalabrio ONE
Considered Both Products
8x8 Contact Center
Chose 8x8 Contact Center
8x8 can improved the analytical portion of the software along with the quality pieces
Calabrio ONE

No answer on this topic

Features
8x8 Contact CenterCalabrio ONE
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
8.3
153 Ratings
0% above category average
Calabrio ONE
-
Ratings
Agent dashboard8.4137 Ratings00 Ratings
Validate callers8.4120 Ratings00 Ratings
Outbound response8.3120 Ratings00 Ratings
Call forwarding8.6139 Ratings00 Ratings
Click-to-call (CTC)8.693 Ratings00 Ratings
Warm transfer8.4134 Ratings00 Ratings
Predictive dialing7.558 Ratings00 Ratings
Interactive voice response8.886 Ratings00 Ratings
REST APIs7.555 Ratings00 Ratings
Call scripts8.583 Ratings00 Ratings
Call tracking8.6135 Ratings00 Ratings
Multichannel integration8.379 Ratings00 Ratings
CRM software integration8.473 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
8.5
141 Ratings
4% above category average
Calabrio ONE
-
Ratings
Inbound call routing8.9126 Ratings00 Ratings
Omnichannel inbound routing8.374 Ratings00 Ratings
Recording8.5126 Ratings00 Ratings
Quality management8.6125 Ratings00 Ratings
Call analytics8.1127 Ratings00 Ratings
Historical reporting8.2118 Ratings00 Ratings
Live reporting8.420 Ratings00 Ratings
Customer surveys8.568 Ratings00 Ratings
Customer interaction analytics8.814 Ratings00 Ratings
Best Alternatives
8x8 Contact CenterCalabrio ONE
Small Businesses
CloudTalk
CloudTalk
Score 8.3 out of 10
8x8 Contact Center
8x8 Contact Center
Score 8.4 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.3 out of 10
Eleveo
Eleveo
Score 8.9 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.0 out of 10
Calabrio WFM
Calabrio WFM
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterCalabrio ONE
Likelihood to Recommend
8.2
(154 ratings)
8.9
(13 ratings)
Likelihood to Renew
6.4
(8 ratings)
8.0
(1 ratings)
Usability
8.3
(40 ratings)
7.0
(1 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
8.6
(53 ratings)
6.0
(1 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.0
(5 ratings)
7.0
(1 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
8.6
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
8x8 Contact CenterCalabrio ONE
Likelihood to Recommend
8x8, Inc.
IMO, 8x8 is great in the mid-market space. Contact Centers with 25-1000 seats. Is it perfect? No, but none of them are (Ring, Nice, Five9, Talk) they're all going to have their defects. If you're a small or micro business, I don't know if If 8x8 is the place to be. Functionally, it will work fine, but the ROI isn't good for that sized org. And, you want get the support the same way the Mid and Enterprise customers will. Another things to consider is integrations - of which, 8x8 has many. Integrations and APIs is an areas where I have really seen 8x8 making a big push in the last few years. They have a powerful CPaaS product too, but I've not used it enough to be qualified to comment on it (yet).
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Calabrio
Calabrio has been great for our education environment. We have the ability to access live calls, recorded calls and evaluate based on the duration of calls. I would like to see the Reporting tab transformed and allow for more customizable reports. Overall, we have had success with Calabrio and we look forward to our partnership.
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Pros
8x8, Inc.
  • The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily.
  • Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part.
  • The visibility of being able to manage my team and all media channels in one panel is awesome.
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Calabrio
  • Quality Management (call recordings, evaluations of said calls) is an area where Calabrio has done a particularly good job. It is a solid product and they continue to refine it.
  • Customer Service - since we purchased the product, customer service has always been spot on for Calabrio - they have worked hard to ensure their existing customers remain happy while continuing to evolve and bring on new customers.
  • Innovation - with their ear to the ground, so to speak, Calabrio forges ahead and does a great job of implementing features per customer requests and makes every effort to ensure the needs are taken care of either via API or upgrade feature.
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Cons
8x8, Inc.
  • Overall support, being able to get ahold of someone faster/someone that is able to communicate with us easier in terms of language barriers. As well as following what is requested in the support ticket, for example, I submit tickets asking to communicate via email yet 9/10 times I get called to discuss my ticket or to get told to submit information that is already in the ticket... this has improved recently but still plenty of room for improvement.
  • Callback queues. Being able to view the overall queue & not allow duplicates of a callback. For example, someone calls in, requests a callback, then calls back in again & requests for another one or two or three, limiting them to just one callback in that queue.
  • Being able to see overall queues & the numbers in both the regular queues & callback queues would be helpful as well.
  • Being able to do away with 8x8 Contact Center work entirely. Integrating it into Teams is a good thing I saw 8x8 do fairly recently, but being able to use 8x8 Contact Center as the just web version would be a huge plus.
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Calabrio
  • Calabrio's scheduling module has room for improvement. I recommend adding options that will allow you to quickly add or delete multiple exceptions for a group or an individual.
  • Calabrio should add an option the will automatically optimize existing breaks and lunches based on the schedule rules and updates to schedules since they were initially published.
  • I'd like to have a feature in Calabrio that will automatically approve or deny employees requests for vacation based on the staffing number and other staff rules that are set.
  • For shift bidding, I'd like to have the option to create several schedule types and have Calabrio create the best coverage based on the available staff and the existing forecast.
  • In my practice, I have found that some reports have stats that should be weighed but are presented as a standard average (arithmetic mean) instead.
  • I'd like to have granular reporting on staff shrinkage that has occurred in the past so that I can use that data for future staff planning.
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Likelihood to Renew
8x8, Inc.
8 x 8 is not an ordinary system, it works well for everyday business and assists in working efficiencies. So much is required for credentialing and re-credentialing. 8 x 8 takes out a lot of the extra steps by providing smarter working features that saves time and money. Also, when faxing, once the fax is complete, you receive an actual confirmation! Absolutely love this feature.
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Calabrio
Because I think they're ready for a multi-skilled contact center support or OMNI
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Usability
8x8, Inc.
8x8's contact center provides us with the functionality and capabilities we desire. Leaders have the ability to measure, guide, and improve the performance of our service representatives. They also have the ability to make necessary changes based on call volumes and workloads. Our service representatives have the tools required to resolve callers' needs more effectively. The administration tools available help us self-service our needs and resolve issues.
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Calabrio
It would've been a higher rating if they're able to partner up with other platforms like Liveperson chat support and have a better sense of urgency when it comes to resolving issues
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Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Calabrio
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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Calabrio
No answers on this topic
Support Rating
8x8, Inc.
Charlie Knutson is fantastic, however when you call the support number it is almost impossible to get through and when you do they cannot fix your issue. That is the biggest challenge. It is a difference between that and reaching our contact directly. The email support number that our company was given is very responsive and good.
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Calabrio
Because, it took them time to coordinate back some updates for us when we had to report a few major issues. ie Volume data feed for our Email support/channel. I like the webinars, however to keep the community alive. I hope they improve the training modules too and how they training new WFM guys as part of their package
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In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
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Calabrio
No answers on this topic
Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
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Calabrio
No answers on this topic
Implementation Rating
8x8, Inc.
The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,
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Calabrio
No I don't have as I wasn't part of the implementation
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Alternatives Considered
8x8, Inc.
I would say they are all very comparable. The one advantage to the Spectrum Enterprise OnDemand would be that it has it own internet bandwidth, so it doesn't eat into our overall internet usage bandwidth. It is however more expensive than 8x8. Poly Series just didn't have the flexibility and extensive features offered by 8x8, and therefore was not an acceptable replacement.
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Calabrio
It was better and more reliable/resilient then both of the products stated above. It is in-house though while the competition was cloud-based. Both of the platforms mentioned above had more problems and more failed screens then Calabrio.
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Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
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Calabrio
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
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Calabrio
No answers on this topic
Return on Investment
8x8, Inc.
  • It has eased the administrative burden on our IT department.
  • It has eased the overall user adoption process with the multi-platform availability and easy user interfaces.
  • It has enabled our remote customer service workforce to remain working through the COVID pandemic.
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Calabrio
  • Negative: I've had to create more workarounds and scheduling seems to be more time consuming. However, it has had a positive effect in that some processes have been improved because of the workarounds.
  • Positive: Our former WFM software was not upgraded regularly. We have planned upgrade(s) for Calabrio. I'm looking forward to seeing the improvements made with the newer version.
  • Positive: Calabrio's customer service has been a plus. I believe they listen to what their customers are saying, even when it may be painful, and seem to always be striving to improve their product, and maintain good customer service.
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ScreenShots

Calabrio ONE Screenshots

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