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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Deployed on AWS
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Custom pricing options
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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 infrastructure.
AI-Powered Customer Journey Analytics
Sentiment analysis and customer journey analytics capabilities to track and optimize omnichannel customer experiences.
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
Composable platform with productized capabilities including Core, Digital, AI, and WEM modules 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 integration possibilities, rapid deployment, and global scalability.
Unified Knowledge Management and Digital Entry Points
Integrates knowledge management with multiple digital entry points including websites, mobile apps, and search capabilities to enable data-driven self-service and personalized customer interactions.
Standard contract
No
No
No
Customer reviews
Sinakhokonke H.
Easy Leave Requests and Clear Team Scheduling
Reviewed on Oct 27, 2026
Review provided by G2
What do you like best about the product?
I like that Calabrio ONE sorts out our breaks and lunch times thoroughly. I can apply for leave and get approval immediately, and see whether other teammates are available or on duty. The initial setup was very easy.
What do you dislike about the product?
nothing, it great
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE to sort out our breaks and lunch times thoroughly.
Ntandoyenkosi M.
Easy, Efficient Work Force Management Platform
Reviewed on Oct 23, 2026
Review provided by G2
What do you like best about the product?
It’s an all in one platform that helps support workforce management and quality monitoring. It simplifies the work by bringing different systems together, such as quality assurance, scheduling, and performance tracking. It’s efficient and makes scheduling easier than using spreadsheets, along with its other features and tools. It also makes real-time reporting straightforward and helps with tracking agents and the entire team. It provide support and AI analytics.
What do you dislike about the product?
Modifying custom reports is often complicated and ends up taking a lot of time.
What problems is the product solving and how is that benefiting you?
It helps solve unpredictable call volumes and reduces both under- and over-scheduling of staff by using AI-driven forecasting along with automated shift scheduling.
Zethembe M.
Easy Leave Requests and Clear Daily Scheduling
Reviewed on Oct 23, 2026
Review provided by G2
What do you like best about the product?
very easy to apply for leave requests and seeing your days schedule
What do you dislike about the product?
having to login every time cause it will log you out
What problems is the product solving and how is that benefiting you?
notifications when you have a certain activity happening at a specific time
Law Enforcement
Strong Optimization and Efficiency, but Limited Guidance for New Users
Reviewed on Sep 23, 2026
Review provided by G2
What do you like best about the product?
It’s optimisation and efficiency when looking at a scale of productivity and performance
What do you dislike about the product?
I find there is not enough help for new users or for users that are not specialised in it
What problems is the product solving and how is that benefiting you?
it is auto populating staffing for us which is very helpful
Simone S.
Love the Insights Module
Reviewed on Sep 23, 2026
Review provided by G2
What do you like best about the product?
I love using the insights module........
What do you dislike about the product?
Some aspects of the remote web are a bit clunky and it is constantly refreshing
What problems is the product solving and how is that benefiting you?
Being able to use Insight to create a centralised dashboard for team leaders containing all of the relevant stats has been game changing