What users are saying about
26 Ratings
2 Ratings
26 Ratings
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Score 7.7 out of 100
2 Ratings
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Score 7.2 out of 100

Attribute Ratings

  • Calabrio ONE is rated higher in 1 area: Likelihood to Recommend
  • SpiceCSM is rated higher in 2 areas: Usability, Support Rating

Likelihood to Recommend

8.3

Calabrio ONE

83%
13 Ratings
7.2

SpiceCSM

72%
2 Ratings

Likelihood to Renew

8.0

Calabrio ONE

80%
1 Rating

SpiceCSM

N/A
0 Ratings

Usability

7.0

Calabrio ONE

70%
1 Rating
9.0

SpiceCSM

90%
1 Rating

Support Rating

6.0

Calabrio ONE

60%
1 Rating
9.0

SpiceCSM

90%
1 Rating

Implementation Rating

7.0

Calabrio ONE

70%
1 Rating

SpiceCSM

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.
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SpiceCSM

SpiceCSM does an excellent job at allowing agents to view customer information, access customer contact documentation history, and create cases to send to other departments or to have the account managed beyond an agent's capabilities. It is a great tool for tracking individual account activity such as returns, contact history, contact disposition history, and general account information. The analytics of SpiceCSM could be improved. The reports are not easily customizable, which leaves users frequently having to manually process data in Microsoft Excel.
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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.
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SpiceCSM

  • Personalization
  • Segment Skills/Campaigns
  • Support for issues
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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.
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SpiceCSM

  • Reporting - Not very customizable
  • Managing Contact Dispositions (topics)
  • Analytics user interface
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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

    SpiceCSM

    Starting Price

    Editions & Modules

    SpiceCSM 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
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      SpiceCSM

      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
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      SpiceCSM

      SpiceCSM is user friendly and ties in nicely to our NICE inContact platform
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      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
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      SpiceCSM

      Someone is always available to assist or answer questions.
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      Implementation Rating

      Calabrio

      No I don't have as I wasn't part of the implementation
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      SpiceCSM

      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.
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      SpiceCSM

      Salesforce and Zendesk. I like SpiceCSM better.
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      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.
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      SpiceCSM

      • Ability to analyze customer contact topic trends.
      • Ability to sort callers and filter them to certain phone lines based on customer account information.
      • Large data was lost after 90 days (contact level/call notes and details), so we have to save and backup the data ourselves. This takes up a bit of storage space.
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      Screenshots

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