26 Ratings
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Score 7.7 out of 100
3 Ratings
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Score 8 out of 100

Feature Set Ratings

    Contact Center Software

    Calabrio ONE

    Feature Set Not Supported
    N/A
    7.0

    Enghouse Interactive Contact Centers

    70%
    Enghouse Interactive Contact Centers ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    7.0
    70%
    2 Ratings

    Validate callers

    N/A
    0 Ratings
    6.0
    60%
    2 Ratings

    Outbound response

    N/A
    0 Ratings
    7.0
    70%
    2 Ratings

    Call forwarding

    N/A
    0 Ratings
    9.0
    90%
    2 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    6.0
    60%
    1 Rating

    Warm transfer

    N/A
    0 Ratings
    7.0
    70%
    2 Ratings

    Predictive dialing

    N/A
    0 Ratings
    6.0
    60%
    2 Ratings

    Interactive voice response

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    REST APIs

    N/A
    0 Ratings
    6.0
    60%
    1 Rating

    Call scripts

    N/A
    0 Ratings
    6.0
    60%
    1 Rating

    Call tracking

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Multichannel integration

    N/A
    0 Ratings
    7.0
    70%
    2 Ratings

    CRM software integration

    N/A
    0 Ratings
    7.0
    70%
    1 Rating

    Workforce Optimization (WFO)

    Calabrio ONE

    Feature Set Not Supported
    N/A
    7.4

    Enghouse Interactive Contact Centers

    74%
    Enghouse Interactive Contact Centers ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Recording

    N/A
    0 Ratings
    6.0
    60%
    1 Rating

    Quality management

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Call analytics

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Live reporting

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Customer surveys

    N/A
    0 Ratings
    6.0
    60%
    2 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    7.0
    70%
    1 Rating

    Attribute Ratings

    • Calabrio ONE is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.3

    Calabrio ONE

    83%
    13 Ratings
    8.0

    Enghouse Interactive Contact Centers

    80%
    2 Ratings

    Likelihood to Renew

    8.0

    Calabrio ONE

    80%
    1 Rating

    Enghouse Interactive Contact Centers

    N/A
    0 Ratings

    Usability

    7.0

    Calabrio ONE

    70%
    1 Rating

    Enghouse Interactive Contact Centers

    N/A
    0 Ratings

    Support Rating

    6.0

    Calabrio ONE

    60%
    1 Rating

    Enghouse Interactive Contact Centers

    N/A
    0 Ratings

    Implementation Rating

    7.0

    Calabrio ONE

    70%
    1 Rating

    Enghouse Interactive Contact Centers

    N/A
    0 Ratings

    Likelihood to Recommend

    Calabrio

    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

    Enghouse

    Enghouse Interactive Contact Centers is well suited for organizations with existing Microsoft solutions e.g. Lync/Skype for business infrastructure/Teams, Those who run Busy (1000+ calls/day) OMNI channel contact centres and depend on quality management/Quality assurance. I would say less appropriate for small to medium organizations that do not have existing PABX infrastructure.
    Read full review

    Pros

    Calabrio

    • 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

    Enghouse

    • 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
    Read full review

    Cons

    Calabrio

    • 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.
    Read full review

    Enghouse

    • Improve chatbots functionality.
    • Remote working.
    • Modern looking interface.
    Read full review

    Pricing Details

    Calabrio ONE

    Starting Price

    Editions & Modules

    Calabrio ONE editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional

      Additional Details

      Enghouse Interactive Contact Centers

      Starting Price

      Editions & Modules

      Enghouse Interactive Contact Centers editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        Calabrio

        Because I think they're ready for a multi-skilled contact center support or OMNI
        Read full review

        Enghouse

        No answers on this topic

        Usability

        Calabrio

        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
        Read full review

        Enghouse

        No answers on this topic

        Support Rating

        Calabrio

        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
        Read full review

        Enghouse

        No answers on this topic

        Implementation Rating

        Calabrio

        No I don't have as I wasn't part of the implementation
        Read full review

        Enghouse

        No answers on this topic

        Alternatives Considered

        Calabrio

        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.
        Read full review

        Enghouse

        Enghouse Interactive Contact Centers compared to Zeacom is very powerful in terms of features. The support for integrating with third-party software/hardware is better, and it is much simpler to use because less training is required to upskill the contact center staff. Comes with a lot of documentation and interactive guides/manuals.
        Read full review

        Return on Investment

        Calabrio

        • 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.
        Read full review

        Enghouse

        • 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.
        Read full review

        Screenshots

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