8x8 Contact Center vs Calabrio ONE

Likelihood to Recommend

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.

Read full review

Danny Fuentes

Director of Information Systems

phoenixNAPInformation Technology and Services, 201-500 employees

View all 7 answers on this topic

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.

Read full review

Beth Bax

Assistant Director of Quality Assurance

Grand Canyon UniversityHigher Education, 5001-10,000 employees

View all 11 answers on this topic

Feature Rating Comparison

8x8 Contact Center

7.8

Calabrio ONE

—

Agent dashboard

7.5

—

Validate callers

7.6

—

Outbound response

7.7

—

Call forwarding

7.6

—

Click-to-call (CTC)

7.7

—

Warm transfer

7.6

—

Predictive dialing

7.0

—

Interactive voice response

7.1

—

REST APIs

8.2

—

Call scripts

7.2

—

Call tracking

8.5

—

Multichannel integration

9.1

—

CRM software integration

8.5

—

8x8 Contact Center

7.9

Calabrio ONE

—

Inbound call routing

8.6

—

Omnichannel inbound routing

7.7

—

Recording

8.2

—

Quality management

8.5

—

Call analytics

7.8

—

Historical reporting

7.8

—

Live reporting

9.0

—

Customer surveys

5.5

—

Pros

Agility of deployment
Mobility for users
Manageability

Read full review

Danny Fuentes

Director of Information Systems

phoenixNAPInformation Technology and Services, 201-500 employees

View all 7 answers on this topic

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.

Read full review

Joel Severson

Server System Administrator

ACCC Insurance CompanyInsurance, 501-1000 employees

View all 11 answers on this topic

Cons

Software client would be ideal for specific cases

Read full review

Danny Fuentes

Director of Information Systems

phoenixNAPInformation Technology and Services, 201-500 employees

View all 7 answers on this topic

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.

Read full review

Joel Severson

Server System Administrator

ACCC Insurance CompanyInsurance, 501-1000 employees

View all 11 answers on this topic

Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

Read full review

MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

View all 1 answers on this topic

No score

No answers yet

No answers on this topic

Ask the community to sound off

Support

8x8 Contact Center 2.7

Based on 1 answer

They're slow to react -- sometimes we cannot get people to help with system failure.

Read full review

MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

View all 1 answers on this topic

No score

No answers yet

No answers on this topic

Ask the community to sound off

Alternatives Considered

8x8 is much better than our previous vendor.

Read full review

MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

View all 7 answers on this topic

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

Read full review

Nathaniel Brown

Supervisor of Workforce Management

City of AtlantaGovernment Administration, 5001-10,000 employees

View all 11 answers on this topic

Return on Investment

Reduction of assets on our data center to operate the phone system.
Does not require certified training to manage.

Read full review

Danny Fuentes

Director of Information Systems

phoenixNAPInformation Technology and Services, 201-500 employees

View all 7 answers on this topic

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.

Read full review

Usama Ahmed

Network Engineer II

Systems and Methods IncGovernment Administration, 501-1000 employees

View all 11 answers on this topic