What users are saying about
20 Ratings
17 Ratings
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Score 7.5 out of 101
20 Ratings
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Score 8.4 out of 101

Likelihood to Recommend

8x8 Contact Center

8x8 works great for small to medium-sized organizations who require a contact center and don't have the right staff onsite to manage a hosted solution.
Danny Fuentes profile photo

Calabrio ONE

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.
Beth Bax profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
Calabrio ONE
Agent dashboard
8x8 Contact Center
7.5
Calabrio ONE
Validate callers
8x8 Contact Center
7.6
Calabrio ONE
Outbound response
8x8 Contact Center
7.7
Calabrio ONE
Call forwarding
8x8 Contact Center
7.6
Calabrio ONE
Click-to-call (CTC)
8x8 Contact Center
7.7
Calabrio ONE
Warm transfer
8x8 Contact Center
7.6
Calabrio ONE
Predictive dialing
8x8 Contact Center
7.0
Calabrio ONE
Interactive voice response
8x8 Contact Center
7.1
Calabrio ONE
REST APIs
8x8 Contact Center
8.2
Calabrio ONE
Call scripts
8x8 Contact Center
7.2
Calabrio ONE
Call tracking
8x8 Contact Center
8.5
Calabrio ONE
Multichannel integration
8x8 Contact Center
9.1
Calabrio ONE
CRM software integration
8x8 Contact Center
8.5
Calabrio ONE

Workforce Optimization (WFO)

8x8 Contact Center
7.9
Calabrio ONE
Inbound call routing
8x8 Contact Center
8.6
Calabrio ONE
Omnichannel inbound routing
8x8 Contact Center
7.7
Calabrio ONE
Recording
8x8 Contact Center
8.2
Calabrio ONE
Quality management
8x8 Contact Center
8.5
Calabrio ONE
Call analytics
8x8 Contact Center
7.8
Calabrio ONE
Historical reporting
8x8 Contact Center
7.8
Calabrio ONE
Live reporting
8x8 Contact Center
9.0
Calabrio ONE
Customer surveys
8x8 Contact Center
5.5
Calabrio ONE

Pros

8x8 Contact Center

  • Agility of deployment
  • Mobility for users
  • Manageability
Danny Fuentes profile photo

Calabrio ONE

  • 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.
Joel Severson profile photo

Cons

8x8 Contact Center

  • Software client would be ideal for specific cases
Danny Fuentes profile photo

Calabrio ONE

  • WorkForce Management - it has recently come to my attention that the people in my company who are using the WFM portion of the suite are less happy with it. Apparently the reporting features and exact requirements needed are not being met by the product.
  • Fail over functionality for on-prem SQL configurations is completely lacking. It is our one weak spot in the Calabrio ONE chain.
  • Contact with customers. I know that sounds weird for a company who prides itself on its ability to listen and strengthen customer relations - but sometimes within a company (mine) there is less than "quality communication" between IT and business ends of the company. Calabrio does a great job talking with IT, but I think our business side has missed having the same quality of service - may be due to our own failures at communication. Not sure, honestly.
Joel Severson profile photo

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

Calabrio ONE

No score
No answers yet
No answers on this topic

Support

8x8 Contact Center

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

Calabrio ONE

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 is much better than our previous vendor.
MIKE BARBARO profile photo

Calabrio ONE

I have approximately a decade of experience using the aspect Workforce management software package. aspect has many power user functions that are not available in Calabrio. The strength of aspect is that is has extensive power user options. The drawback to aspect is that to be a proficient user of the software will take many months of hands on training. I often find myself comparing the pro/cons of the two solutions. That being said, I'd like to see Calabrio add more automation that will remove the need to perform many tasks that at the moment must be done manually
Nathaniel Brown profile photo

Return on Investment

8x8 Contact Center

  • Reduction of assets on our data center to operate the phone system.
  • Does not require certified training to manage.
Danny Fuentes profile photo

Calabrio ONE

  • It worked well for a client/call center that needed 100% call recordings. Now, it did not achieve 100% but it was pretty close and saved us penalty fees in general by meeting our SLAs.
Usama Ahmed profile photo

Screenshots

8x8 Contact Center

Pricing Details

8x8 Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Calabrio ONE

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

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