24 Ratings
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Score 7.4 out of 100
2 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

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 | TrustRadius Reviewer

Enghouse Interactive Contact Centers

This solution checks a lot of our boxes for session management and activity monitoring, but ongoing server and failover struggles remain a detractor for our team's use.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Calabrio ONE
Enghouse Interactive Contact Centers
6.8
Agent dashboard
Calabrio ONE
Enghouse Interactive Contact Centers
8.0
Validate callers
Calabrio ONE
Enghouse Interactive Contact Centers
7.0
Outbound response
Calabrio ONE
Enghouse Interactive Contact Centers
8.0
Call forwarding
Calabrio ONE
Enghouse Interactive Contact Centers
6.0
Warm transfer
Calabrio ONE
Enghouse Interactive Contact Centers
4.0
Predictive dialing
Calabrio ONE
Enghouse Interactive Contact Centers
7.0
Call tracking
Calabrio ONE
Enghouse Interactive Contact Centers
8.0
Multichannel integration
Calabrio ONE
Enghouse Interactive Contact Centers
6.0

Workforce Optimization (WFO)

Calabrio ONE
Enghouse Interactive Contact Centers
7.4
Inbound call routing
Calabrio ONE
Enghouse Interactive Contact Centers
6.0
Recording
Calabrio ONE
Enghouse Interactive Contact Centers
6.0
Call analytics
Calabrio ONE
Enghouse Interactive Contact Centers
9.0
Historical reporting
Calabrio ONE
Enghouse Interactive Contact Centers
9.0
Customer surveys
Calabrio ONE
Enghouse Interactive Contact Centers
7.0

Pros

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 | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Allows management to easily monitor activity for calls, callers, users, and queue management
  • Relatively simple UI allows users to effectively manage their communication sessions
  • Provides in-depth insights to communication and work activity metrics
Anonymous | TrustRadius Reviewer

Cons

Calabrio ONE

  • 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 | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Server redundancy and up-time seem to be a periodic difficulty
  • Error handling requires manual intervention by an advanced user
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Calabrio ONE

Calabrio ONE 8.0
Based on 1 answer
Because I think they're ready for a multi-skilled contact center support or OMNI
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

No score
No answers yet
No answers on this topic

Usability

Calabrio ONE

Calabrio ONE 7.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

No score
No answers yet
No answers on this topic

Support Rating

Calabrio ONE

Calabrio ONE 6.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

No score
No answers yet
No answers on this topic

Implementation Rating

Calabrio ONE

Calabrio ONE 7.0
Based on 1 answer
No I don't have as I wasn't part of the implementation
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

No score
No answers yet
No answers on this topic

Alternatives Considered

Calabrio ONE

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.
Usama Ahmed | TrustRadius Reviewer

Enghouse Interactive Contact Centers

No answers on this topic

Return on Investment

Calabrio ONE

  • 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 | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Using Enghouse to manage our inbound and outbound call communication has allowed for us to focus more time on call quality and trends, rather than how to manage the call load and where to allocate calls.
  • The time spent managing server blips and failovers remains a detractor for our teams.
Anonymous | TrustRadius Reviewer

Screenshots

Enghouse Interactive Contact Centers

Pricing Details

Calabrio ONE

General

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

Enghouse Interactive Contact Centers

General

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

Rating Summary

Likelihood to Recommend

Calabrio ONE
7.1
Enghouse Interactive Contact Centers
7.0

Likelihood to Renew

Calabrio ONE
8.0
Enghouse Interactive Contact Centers

Usability

Calabrio ONE
7.0
Enghouse Interactive Contact Centers

Support Rating

Calabrio ONE
6.0
Enghouse Interactive Contact Centers

Implementation Rating

Calabrio ONE
7.0
Enghouse Interactive Contact Centers

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