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.
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Deployed on AWS
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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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Customer reviews
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.
Wissam A.
Reliable Global Telephony with Easy UI, Strong Analytics, and Expert Support
Reviewed on Jul 16, 2026
Review provided by G2
What do you like best about the product?
The product has been very reliable for us and has helped establish a strong global telephony network. The call recording and QM features are a major step up from our previous system, and the interface is genuinely easy to use. I also value the analytics, which surface data and insights we simply wouldn’t have been able to uncover through manual analysis.
What do you dislike about the product?
I haven’t had any issues or problems at all. Its performance has been truly amazing, and it has noticeably improved our forecasting capabilities. On top of that, the support team is knowledgeable, very patient, and genuinely understanding.
What problems is the product solving and how is that benefiting you?
Detailed metrics are extremely useful for managing resources efficiently, since they help us make informed adjustments that improve our return on investment. We also use the results of the analysis to optimize our business processes and provide better service.
reviewer2872875
Improved call insights and sentiment analysis but still need simpler setup and better documentation
Reviewed on Jul 15, 2026
Review from a verified AWS customer
What is our primary use case?
My main use case for Calabrio ONE is for reporting, as I have implemented Calabrio ONE for one of our clients called FedEx. They use Calabrio ONE for reporting, so we integrated Calabrio ONE with our contact center and provided the recordings and WFM feature through Calabrio ONE.
In our case, Calabrio ONE is specifically used for recording and reporting purposes, but WEM or WFM, as some people mention it, is also one of the features. Although the priority is still recording, they want to keep their recordings through Calabrio ONE on their own servers, so it is an on-premises solution that we installed and implemented.
I have installed Calabrio ONE for several customers in the public cloud, and for FedEx, it was an on-premises solution installed in the customer's environment.
What is most valuable?
After studying Calabrio ONE throughout those years, I really appreciate the recording, workforce management, and quality management features, including advanced analytics of Calabrio ONE, which were performing well at that time in comparison to other software systems. I am mostly concentrated on the recording part, and I was part of the installation, specifically the 11.5 version. There were a few things that could have been improved at that point in time, but I believe that in the latest version, Calabrio ONE has improved.
I have tested thoroughly the recording features of Calabrio ONE, and it has sentiment analysis; when you see the recording, if you have configured some words, it tells you whether the customer is happy or angry, showing the emotion of the customer during the recording. Calabrio ONE's recording interface is very easy to access, very easy to explore, and every option is clearly mentioned. Once you click on the recording, it is easy to configure how to save it. When you analyze the recordings, you can clearly see a graph and sentiment analysis. Calabrio ONE has also added the natural language feature, so even if you're using a bot or the other person is using a bot, they can assess those things. That is one of the best features I appreciate.
Calabrio ONE has positively impacted our organization as the clients were happy with the implementation; they initially used NICE and switched to Calabrio ONE. Calabrio ONE's initial versions, before the 10.x versions, were not very good, but I installed 11.5, which had many features that the customer really appreciated. It helped them arrange their recordings, keeping them for a certain time and then transferring them to a local drive. Calabrio ONE's interface was easy for the customer to understand, and the training we provided helped agents easily grasp how calls were recorded and stored.
I believe there were metrics indicating customer satisfaction, with at least a 15 to 20 percent increase after using Calabrio ONE software. I am not sure about specific metrics like time saved or fewer errors, as those are with the customer. We had reports during the testing phase focusing on recording features, sentiment analysis, and related aspects.
What needs improvement?
I think Calabrio ONE is normal software with a stronghold on WFM. Calabrio ONE's latest version excels in recording and analytics, but some customers flagged complexities and reporting gaps. Calabrio ONE can improve the installation process; an automated, unified installer performing checks would be beneficial. Nowadays, software capabilities could provide AI-guided assistance through installation steps.
Calabrio ONE can learn from Cisco in providing documentation more easily, with all details clearly available. I believe the documentation needs to be more detailed, categorized, and segregated so a person does not have to sift through a whole document just to locate specific information.
Calabrio ONE needs many improvements from a high-level view. Calabrio ONE's implementation was not straightforward during my time, and Calabrio ONE should work on marketing and partnerships with other cloud contact centers, especially since I have seen CCaaS providers recommend other software but not Calabrio ONE.
For how long have I used the solution?
I have been using Calabrio ONE specifically for about four years.
How was the initial setup?
I felt that integrating Calabrio ONE with a contact center is straightforward and easy. Calabrio ONE's deployment is easy, and the documentation provided or available on the website is very clear, with screenshots included, making it easier for even a new person undertaking that for the first time.
Which other solutions did I evaluate?
If someone is using Calabrio ONE and is happy, I encourage them to keep using it, but there are other software options in the market. Many CCaaS providers offer built-in features for recording and reporting, which is something to consider unless there are specific requirements for using Calabrio ONE.
What other advice do I have?
I have read about Calabrio ONE's WFM feature, scheduling, and forecasting process and tried to configure that for FedEx, but they did not go for my pitch as it was not their priority at that time.
I have not worked in the security part of Calabrio ONE, but according to the documents, the AI governance framework emphasizes customer data ownership, security, and regulatory compliance, which seems appropriate.
At that point in time, AI was not as common as it is now, so I would not say I have used its capabilities apart from the NLP and sentiment analysis, but AI is used for interaction scoring in quality monitoring.
I would rate this review a 6.