Calabrio ONE vs. Zendesk Support Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Calabrio ONE
Score 7.7 out of 10
N/A
Calabrio One is a workforce optimization (WFO) platform for call centers, combining workforce management with call recording and analytics, from Calabrio headquartered in Minneapolis, MN.N/A
Zendesk Support Suite
Score 8.0 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$19
per agent/month billed annually
Pricing
Calabrio ONEZendesk Support Suite
Editions & Modules
No answers on this topic
Support Team (Foundational Support Only)
$19.00
per agent/month billed annually
Suite Team
$49.00
per agent/month billed annually
Suite Growth
$79.00
per agent/month billed annually
Suite Professional
$99.00
per agent/month billed annually
Suite Enterprise
$150.00
per agent/month billed annually
Additional Enterprise-Ready Plans, starting at...
$215.00
per agent/month billed annually
Offerings
Pricing Offerings
Calabrio ONEZendesk Support Suite
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeOptionalOptional
Additional Details
More Pricing Information
Features
Calabrio ONEZendesk Support Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Calabrio ONE
-
Ratings
Zendesk Support Suite
6.2
88 Ratings
28% below category average
Organize and prioritize service tickets00 Ratings6.787 Ratings
Expert directory00 Ratings5.054 Ratings
Subscription-based notifications00 Ratings5.362 Ratings
ITSM collaboration and documentation00 Ratings5.658 Ratings
Ticket creation and submission00 Ratings7.588 Ratings
Ticket response00 Ratings7.387 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Calabrio ONE
-
Ratings
Zendesk Support Suite
5.9
78 Ratings
32% below category average
External knowledge base00 Ratings6.174 Ratings
Internal knowledge base00 Ratings5.769 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Calabrio ONE
-
Ratings
Zendesk Support Suite
5.8
86 Ratings
33% below category average
Customer portal00 Ratings5.969 Ratings
IVR00 Ratings3.928 Ratings
Social integration00 Ratings6.053 Ratings
Email support00 Ratings6.884 Ratings
Help Desk CRM integration00 Ratings6.263 Ratings
Best Alternatives
Calabrio ONEZendesk Support Suite
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 8.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Playvox
Playvox
Score 8.9 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 8.9 out of 10
LiveChat
LiveChat
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Calabrio ONEZendesk Support Suite
Likelihood to Recommend
8.4
(13 ratings)
6.6
(126 ratings)
Likelihood to Renew
8.0
(1 ratings)
10.0
(39 ratings)
Usability
7.0
(1 ratings)
9.9
(19 ratings)
Availability
-
(0 ratings)
8.6
(26 ratings)
Performance
-
(0 ratings)
8.0
(20 ratings)
Support Rating
6.0
(1 ratings)
8.6
(49 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
7.0
(1 ratings)
9.0
(35 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
Calabrio ONEZendesk Support Suite
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
Zendesk
Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
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
Zendesk
  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
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
Zendesk
  • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
  • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
  • Set a timer for tickets to reopen on a more individual ticket basis.
Read full review
Likelihood to Renew
Calabrio
Because I think they're ready for a multi-skilled contact center support or OMNI
Read full review
Zendesk
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Read full review
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
Zendesk
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
Read full review
Reliability and Availability
Calabrio
No answers on this topic
Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Read full review
Performance
Calabrio
No answers on this topic
Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Read full review
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
Zendesk
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Read full review
Online Training
Calabrio
No answers on this topic
Zendesk
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Read full review
Implementation Rating
Calabrio
No I don't have as I wasn't part of the implementation
Read full review
Zendesk
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
Read full review
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
Zendesk
I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
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
Zendesk
  • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
  • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
  • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
Read full review
ScreenShots

Calabrio ONE Screenshots

Screenshot of Screenshot of Screenshot of