What users are saying about

8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

Calabrio ONE

13 Ratings
Score 8.2 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 does a good job of tracking intra-day trends and forecasting based on past trends. Performing multiple changes to schedules or making comples adjustments for an entire center is a place where Calabrio has room for improvement
Nathaniel Brown 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
  • The Copy Schedule feature has definitely been a plus. We did not have that feature in our former WFM software.
  • The particular window views for the Scheduler Role are more aesthetic/user friendly than our former WFM software.
  • Being able to add activities, exceptions or projects in as little as 5 minute increments is a plus.
Gaye Stone 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
  • Our Version 9.3 needs a lot of improvement with sorting, filtering capabilities that I believe later versions address.
  • Version 9.3 does not send notice emails to agents when a schedule has been changed. Our former software did. I believe newer versions have this feature.
  • No "what if" function or module to test schedules/forecasts without Agents seeing their own schedules. If you want to "play with" scenarios, you have to use a time frame/schedule far into the future to prevent Agents from seeing this. I don't believe any of the newer versions have addressed this problem/issue.
  • Agents are not able to submit Shift Preferences in Calabrio. Our former WFM software had that capability. Now I have to record Agents' preferences on an Excel spreadsheet and schedule regular intervals for which they can submit their preferences.
Gaye Stone profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
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

  • 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