Sold by: Calabrio
Deployed on AWS
Calabrio ONE is an intelligent workforce optimization suite for Amazon Connect that makes it easy to build a robust, omnichannel cloud contact center. Calabrio's analytics, WFM and QM suite helps you schedule agents, monitor performance and improve customer experience.
4.5
Overview
Calabrio ONE's integration with Amazon Connect makes it easier than ever for any organization to quickly build a robust, intelligent, modern contact center in the cloud.
With capabilities such as quality management, workforce management and multichannel analytics - Calabrio ONE helps contact center leaders more efficiently and effectively schedule agents, monitor performance and identify opportunities to improve the customer experience.
Calabrio ONE uses AI-driven analytics to uncover performance trends, customer behavior and sentiment, and derive compelling insights from the contact center. Organizations choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support.
Deployed together, Amazon Connect and Calabrio ONE give businesses a complete Contact Center as a Service (CcaaS) toolset.
To learn more about how Calabrio's analytics-fueled customer experience intelligence suite can help you elevate performance and improve the customer experience in your contact center, watch a demo of Calabrio ONE (https://www.calabrio.com/resource-center/demo-center/ ).
To learn more, or for complex orders of greater than 100 seats, please contact amazonmarketplace@calabrio.com .
Highlights
- Quality Management: Every interaction is an opportunity. Strengthen relationships, deepen loyalty and drive measurable impact across the business. Automate recording, evaluation and reporting; so you can spend more time coaching and leading.
- Workforce Management. Smart Scheduling & Dynamic Employee Engagement: A modern approach to workforce management. Hone forecasting and streamline scheduling and administration. Put the right people in the right places, empower them to work smarter.
- Calabrio Analytics. Customer-centric Intelligence that Drives Business Forward: Sophisticated speech, desktop and text analytics unlock the goldmine of intelligence buried in your contact center. Transform every customer interaction into usable data.
Details
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Delivery method
Deployed on AWS
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Buyer guide
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Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months | Overage cost |
|---|---|---|---|
Quality Management | Drive Continual Improvement in Your Customer Experience | $492.00 | |
Workforce Management | Create More Accurate Forecasts and Schedules - Faster | $468.00 | |
Calabrio Analytics | Advanced Omnichannel Analytics - Harness the Voice of Your Customer | $828.00 | |
WFM Super User | Licenses for administration, five (5) licenses included with WFM. | $300.00 | - |
WFM Connectors | License for added connectors (1 historical and RTA included with WFM) | $180.00 | - |
WFM Customized Payroll | License needed for each user with Payroll Export adaptations | $52.80 | - |
WFM Customer Reporting | License for reporting access to BI systems or other reporting tools | $6.00 | - |
Calabrio ONE Suite | Suite Bundle includes QM, WFM and Analytics Licenses | $1,500.00 | - |
Calabrio Data Realtime | Calabrio Data Manager Reporting | $180.00 | - |
Cal_CDM_Historical | Cal_CDM_Realtime Historical Reporting | $180.00 | - |
Dimension | Cost/unit |
|---|---|
Storage - Real-time storage (GB / Month) | $0.03 |
Calabrio ONE Suite Bursting - Per User Per Month Over Contract | $156.25 |
Usage as defined by contract | $0.01 |
Analytics Enterprise 400 Upgrade - Non-Committed User Fees | $0.00 |
Insights Author Non-committed User Fees | $0.00 |
Overage charges for Trending Topics & Auto QM interactions | $0.00 |
Insights Data Export Service - Burst Fee | $0.00 |
Calabrio ONE Enterprise 200 - Non-Committed User Fees | $0.00 |
Analytics Enterprise to Enterprise Plus Upgrade Burst | $0.00 |
Insights Readers - Non-Committed User Fees | $0.00 |
Vendor refund policy
No Refunds
Legal
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Support
Vendor support
Sometimes an email will suffice. Especially when you need a quick answer. Other times, solving a problem requires a discussion. We connect with you any way that works best for you - and we're ready with the answers you need. Professional services and training must be purchased through Calabrio. Please visit https://www.calabrio.com/professional-services for more information. +1 (800) 303-1248, calabriosupport@calabrio.com ,
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
Top
10
In Contact Center, CRM
Top
25
In Healthcare & Life Sciences, Contact Center, Financial Services
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Quality Management
Automated recording, evaluation, and reporting capabilities for interaction assessment and agent coaching
Workforce Management
Smart scheduling and forecasting functionality with dynamic employee engagement features for optimal agent allocation
Multichannel Analytics
Speech, desktop, and text analytics with AI-driven insights to uncover performance trends and customer sentiment
Amazon Connect Integration
Native integration with Amazon Connect for cloud-based contact center deployment and unified operations
Performance Monitoring
Real-time performance tracking and reporting to identify improvement opportunities and monitor agent metrics
Omnichannel Communication Platform
Unified communications across voice, chat, email, and social channels with cloud-based contact center software.
AI-Powered Customer Journey Analytics
Sentiment analysis and customer journey analytics capabilities to deliver proactive, predictive, and hyper-personalized experiences across channels.
Microservices-Based Architecture
API-first development with microservices-based architecture built on AWS enabling rapid innovation and agility.
Workforce Engagement Management
Advanced tools for workforce engagement management to optimize employee productivity and engagement.
Composable CX Platform
All-in-one composable platform with productized capabilities including Core, Digital, AI, and WEM components with marketplace and ecosystem integration.
Omnichannel Routing and Orchestration
Seamlessly orchestrates customer service workflows across multiple channels with AI-powered routing that intelligently guides customers through personalized journeys between self-service and agent-assisted experiences.
AI-Powered Conversational Automation
Delivers AI conversational bots and proactive outreach capabilities for self-service interactions, trained on the industry's largest customer experience dataset.
Real-Time Agent Guidance and Analytics
Provides real-time information, guidance, and actionable insights to agents during interactions, combined with workforce optimization and performance analytics for continuous improvement.
Cloud-Native Open Architecture
Built on an enterprise-grade, cloud-native platform with extensible open framework enabling seamless integrations, rapid deployment, and global scalability with embedded security.
Unified Knowledge Management and Digital Entry Points
Integrates knowledge management across digital entry points including websites, mobile apps, and search interfaces to enable data-driven self-service and personalized customer experiences.
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
No security profile
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No security profile
Standard contract
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No
Customer reviews
Chamir M.
A Great Investment That Streamlined Our Workflow and CRM Call Management
Reviewed on Jul 31, 2026
Review provided by G2
What do you like best about the product?
Ultimately, it has been a great investment for our company and has considerably streamlined our daily workflow. It is easy to use, even though the initial learning curve is demanding. It integrates perfectly with our CRM and greatly facilitates managing customer calls. I also like the feature that randomly selects recordings based on specific criteria.
What do you dislike about the product?
The setup process was straightforward, and the team has consistently responded quickly whenever we’ve needed help. That said, customizing the reports and interactive dashboards can be challenging if you don’t have advanced technical skills, and it takes some extra effort to get everything set up the way you want.
What problems is the product solving and how is that benefiting you?
It also equips our agents with the precision of its AI-powered automated tools. In addition, it lets them apply transparently for specific shifts, automating a process that previously took hours of manual filtering. This has increased internal satisfaction, helped us reduce operating costs, and improved staff retention.
Bethanywalstad Wallister
Time management has improved and AI forecasting now aligns shifts with real demand
Reviewed on Jul 29, 2026
Review provided by PeerSpot
What is our primary use case?
My main use case for Calabrio ONE is for schedule management in our dynamic environment, as it helps us manage our shifts effectively. It helps us strategize on shifts, plan, and ensure that every employee is well assigned within a well-stipulated timeline for working.
In addition to shift management, I find that Calabrio ONE has AI intelligence features that have recently been integrated, helping us with forecasting that seems to be very accurate as our shift pattern consistently aligns with the actual volume of customer inquiries we receive.
What is most valuable?
Calabrio ONE has made things smoother and more reliable for my team because it is very reliable when it comes to time management. It provides real-time updates to ensure that I never miss any shift change, which is a huge benefit for my daily workflow.
The best feature that Calabrio ONE offers in my experience is very reliable and fast customer support. What makes the customer support reliable is that when we contact them with an issue, they usually respond very quickly and provide the right feedback on most of the inquiries that we make regarding the operation of Calabrio ONE.
Regarding the features, the automation in Calabrio ONE is impressive because the platform helps us automate workflows and deliver measurable outcomes. Calabrio ONE has positively impacted my organization by helping us with time management, scheduling shifts, and enhancing efficient workflows. I can say that it is the game changer in that field.
The accuracy and reliability of output from Calabrio ONE are impressive, especially when using it for AI intelligence for forecasting, as it provides accurate and consistent data that helps us plan for our shifts. The governance and security of Calabrio ONE are very high because they have secured the data with end-to-end encryption, and they govern our data efficiently without any cases of data leakage or mismanagement that I have heard of.
What needs improvement?
Calabrio ONE can be improved because the biggest challenge is that it is unnecessarily complicated, as the reporting and data exploration tools are somewhat complex for new users. The user interface feels more clogged and unintuitive in several areas, making it not easy to manage simple tasks, which requires too many clicks to complete.
For how long have I used the solution?
I have been using Calabrio ONE for the last one year.
What do I think about the stability of the solution?
Calabrio ONE is very stable.
What do I think about the scalability of the solution?
The scalability of Calabrio ONE is high, as the onboarding process is simple and flexible for new users, making it easy to manage time and allocate employees to different work portfolios.
How are customer service and support?
The best feature that Calabrio ONE offers in my experience is very reliable and fast customer support. What makes the customer support reliable is that when we contact them with an issue, they usually respond very quickly and provide the right feedback on most of the inquiries that we make regarding the operation of Calabrio ONE.
The customer support is awesome, very proactive, and they are easily reachable, always responding to calls quickly.
Which solution did I use previously and why did I switch?
I have not previously used any other solution before Calabrio ONE.
What was our ROI?
I have seen a return on investment with Calabrio ONE, as it has saved us a lot of time planning and managing shifts.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing has been good, as they are affordable, and when we increase features, the price goes up if we need to work on more substantial data that does not come with the initial subscription.
Which other solutions did I evaluate?
Before choosing Calabrio ONE, the other option I evaluated was Agent for Sales.
What other advice do I have?
My advice for others looking into using Calabrio ONE is to consider it if they are struggling with time management and shift scheduling, as it will be very helpful and is affordable for most business enterprises. I can say that Calabrio ONE is a very efficient tool, and I would totally recommend it to other business enterprises because it is the best when it comes to time management and shift scheduling. I am rating this review a nine overall.
Fenno T.
A Giant Leap in Process Automation with Custom Reports and Real-Time Tracking
Reviewed on Jul 23, 2026
Review provided by G2
What do you like best about the product?
It’s a tool that has allowed the company to take a giant leap forward in the digitization and automation of our processes. What I like most is that I can manage many requests myself. It also helps me manage staff and ensure adequate coverage based on workload. On top of that, I can customize reports and choose how I want to visualize the data I need.
What do you dislike about the product?
I haven’t run into any problems so far. The feature I use most in this tool is the real-time tracking, since it helps me make sure my team sticks to their schedules.
What problems is the product solving and how is that benefiting you?
It’s very easy to monitor and plan schedules for the entire month. With its modern interface, I can keep detailed control over my productivity and report any issues that come up. In addition, all reports and staff information are visible, so everything can be shared and reviewed.
Anonymous
Efficient, but with Problems in the Mobile App
Reviewed on Jul 20, 2026
Review provided by G2
What do you like best about the product?
I like Calabrio ONE because it is very practical and allows me to concentrate all matters related to my work schedule and vacation plans in one place. What I like most is being able to see all my schedules from past months and the ease of sliding some types of tasks and adjusting schedules directly on the screen.
What do you dislike about the product?
The app constantly doesn't work, especially the mobile app. I also can't check schedules or my history of past shift times. If I was promoted and changed departments, I can't see my schedule and work history from old positions, only from my current position.
What problems is the product solving and how is that benefiting you?
Calabrio ONE is very practical for concentrating all matters related to my work schedule and vacation planning in one place.
Jose A.
Calabrio ONE Boosts Adherence, Efficiency, and Secure Call Performance Tools
Reviewed on Jul 19, 2026
Review provided by G2
What do you like best about the product?
Calabrio ONE has had a positive impact on our organization by improving adherence, and it’s been much more efficient than our previous system. I also appreciate that the secure connection gives customers peace of mind, knowing their data is protected. On top of that, it provides tools for call recording and performance evaluation, which helps support our day-to-day work.
What do you dislike about the product?
Its performance has been incredible, and I honestly have nothing bad to say about it. It streamlines my workflows, which helps reduce operating costs and saves time. On top of that, my clients understand the technology and find it easy to navigate once they follow my instructions.
What problems is the product solving and how is that benefiting you?
It provides workforce optimization, analytics, and performance management capabilities to streamline contact center operations, strengthen operational strategies, and improve customer satisfaction. It also supports better planning, forecasting, and staffing, helping improve overall customer service efficiency.