What users are saying about
6 Ratings
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Score 7.7 out of 101
15 Ratings
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Score 8 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms 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 Virtual Contact Center
8.8
Calabrio ONE
Agent dashboard
8x8 Virtual Contact Center
8.0
Calabrio ONE
Validate callers
8x8 Virtual Contact Center
9.0
Calabrio ONE
Outbound response
8x8 Virtual Contact Center
10.0
Calabrio ONE
Call forwarding
8x8 Virtual Contact Center
10.0
Calabrio ONE
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Calabrio ONE
Warm transfer
8x8 Virtual Contact Center
9.0
Calabrio ONE
Predictive dialing
8x8 Virtual Contact Center
8.0
Calabrio ONE
Interactive voice response
8x8 Virtual Contact Center
8.0
Calabrio ONE
Call scripts
8x8 Virtual Contact Center
9.0
Calabrio ONE
Call tracking
8x8 Virtual Contact Center
9.0
Calabrio ONE

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Calabrio ONE
Inbound call routing
8x8 Virtual Contact Center
10.0
Calabrio ONE
Recording
8x8 Virtual Contact Center
9.0
Calabrio ONE
Quality management
8x8 Virtual Contact Center
9.0
Calabrio ONE
Call analytics
8x8 Virtual Contact Center
8.0
Calabrio ONE
Historical reporting
8x8 Virtual Contact Center
7.5
Calabrio ONE
Live reporting
8x8 Virtual Contact Center
9.0
Calabrio ONE

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • Calabrio focuses on the needs of the customer. They really want to know how they can advance their product.
  • Calabrio has made it easy for our end-users to be involved in the QA process. Agents regularly are in Calabrio listening to their calls and reviewing their evaluations.
  • Love the Calabrio Champions Network that gives all users a way to stay in touch with new happenings in the IT world as well as within Calabrio.
Beth Bax profile photo

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • 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.
Nathaniel Brown profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
Switched over from an older system that was often confusing, had an old look and feel to it, and bad customer service.
Sara de la Fuente profile photo

Return on Investment

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • 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.
Gaye Stone profile photo

Screenshots

8x8 Virtual Contact Center

Pricing Details

8x8 Virtual Contact Center

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

Calabrio ONE

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