Sold by: CalabrioÂ
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/Â ).
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
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
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 |
Vendor refund policy
No Refunds
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA)Â .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
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
Workforce Management
Advanced scheduling and resource allocation system with dynamic employee engagement capabilities
Multichannel Analytics
AI-driven analytics platform for performance trends, customer behavior, and sentiment analysis
Quality Management
Automated interaction recording, evaluation, and reporting system for performance monitoring
Speech Analytics
Sophisticated speech recognition technology for extracting insights from customer interactions
Contact Center Intelligence
Machine learning-powered system for transforming customer interaction data into actionable business intelligence
Microservices Architecture
Cloud-native platform built with microservices-based architecture enabling modular and scalable design
Omnichannel Communication
Supports unified customer interactions across multiple channels including voice, chat, email, and social platforms
AI-Powered Analytics
Integrated artificial intelligence capabilities for customer journey analytics and sentiment analysis
API-First Development
Open API development approach allowing flexible integration and customization of communication systems
Experience Orchestration
Advanced platform for connecting contextual interactions and delivering proactive, predictive customer engagement across marketing, sales, and service touchpoints
AI-Powered Customer Service
Advanced AI engine trained on large customer experience dataset for intelligent service automation
Omnichannel Routing
Seamless cross-channel routing and journey orchestration with AI-powered guidance across self-service and agent interactions
Cloud Native Platform
Enterprise-grade open cloud foundation supporting global scalability, rapid deployment, and secure service delivery
Intelligent Self-Service
AI conversational bots and proactive outreach capabilities for automated customer interaction resolution
Performance Analytics
Real-time guidance and comprehensive operational visibility for continuous customer experience improvement
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
No
No
No
Customer reviews
Consumer Services
Clear, Well-Organized Tools That Are Easy to Use
Reviewed on Nov 26, 2025
Review provided by G2
What do you like best about the product?
The tools are organized in a clear manner and are easy to read.
What do you dislike about the product?
I am unable to add activities or record absences from the Historical Adherence menu. Additionally, whenever I open Insights, any non-Insights pages I have open automatically revert to the login screen.
What problems is the product solving and how is that benefiting you?
Mostly scheduling related issues. The forecasting module is ok but needs improvement.
Shamar R.
Efficient Workforce Management, Easy Setup
Reviewed on Nov 26, 2025
Review provided by G2
What do you like best about the product?
I appreciate Calabrio ONE for its ability to make day-to-day workforce management more efficient. It simplifies the process of requesting days off and allows employers to effortlessly manage shift changes between employees. This feature not only adds to operational flexibility but enhances overall workplace efficiency. The system also facilitates better management of breaks, training sessions, and wellness hours, making it easier to organize and maintain optimal schedules for myself and my team. Furthermore, Calabrio ONE efficiently divides times for team members to have lunch, ensuring a smooth workflow without interruptions. The ease of integration with other tools I use, such as Paylocity and Five9, further enhances its value, making it a seamless part of my work routine. The initial setup was relatively easy, adding to the overall positive experience with this software.
What do you dislike about the product?
One thing I find challenging is that it is harder to get rid of messages once they are left unless you respond to them. Some of the messages that I leave don't need a response, and this makes the process cumbersome.
What problems is the product solving and how is that benefiting you?
Calabrio ONE streamlines workforce management by simplifying break, training, and wellness scheduling, and allows easy shift trading, enhancing efficiency. It's also valuable for facilitating day-off requests and managing lunch schedules seamlessly.
Savannah C.
Great Call Center Tool with Room for Improved Support
Reviewed on Nov 25, 2025
Review provided by G2
What do you like best about the product?
I really appreciate how Calabrio ONE has allowed us to integrate our 'call grading' system utilizing the evaluation tool. It’s incredibly convenient that we can now access all call metrics in one centralized location, which greatly simplifies the process. Navigating the website is very straightforward, making it easy and efficient to use. Furthermore, I enjoy the AI features within the platform. Even though our company doesn’t have the upgraded system to fully utilize these features, I can still acknowledge its potential and the utility it offers.
What do you dislike about the product?
I find it challenging to create reports due to the lack of accessible support. Currently, the process involves routing requests through IT, which then contacts Presidio, and they are often unable to assist us adequately. The only time I received help was when I attended a conference in Dallas, indicating that support is not readily available through regular channels. Furthermore, the initial setup of Calabrio ONE was reportedly time-consuming for my team. Being in a non-technical space required us to engage in a lot of learning through trial and error, which suggests a steep learning curve and possibly inadequate guidance during the initial deployment.
What problems is the product solving and how is that benefiting you?
Calabrio ONE streamlines our call grading system, consolidating metrics in one place. I appreciate the ease of navigation and AI features, though our system limits full utilization. However, there's a need for direct support in report creation, as current assistance through IT and Presidio is inefficient.
Matthew H.
Easy to Use but Needs Better Insights Support
Reviewed on Nov 25, 2025
Review provided by G2
What do you like best about the product?
I find Calabrio ONE incredibly valuable for several reasons. Its ease of use stands out prominently, simplifying processes and making the software approachable for everyone on the team. I also appreciate the regular, consistent updates and improvements that Calabrio ONE undergoes, as they ensure the software remains current and effective. These updates are enhanced by informative webinars, which help me and my colleagues learn about new developments and effectively integrate them to improve our customer service. Additionally, it's insightful for day-to-day performance management, allowing managers to seamlessly schedule teams and ensure they are positioned effectively, which enhances our overall operational efficiency.
What do you dislike about the product?
I find Insights to be very difficult to use. Although there are a large number of training videos available, they seem more like a how-to guide and are not tailored to provide specific support on creating reports that work within my organization. Additionally, we've encountered several IT issues that have hindered our ability to fully utilize Insights.
What problems is the product solving and how is that benefiting you?
I find Calabrio ONE provides insightful performance management and simplifies scheduling for our teams, ensuring optimal placement. It also keeps us informed about tools through webinars, which aids in improving our customer service.
suhail r.
Effortless Staffing with Calabrio ONE
Reviewed on Nov 25, 2025
Review provided by G2
What do you like best about the product?
I appreciate the efficiency and ease provided by Calabrio ONE, which exemplify its value as a quick and easy-to-use tool for staff scheduling. It effectively ensures that staff scheduling aligns with the expected customer inflow in banking branches, thereby securing adequate frontline staffing. Furthermore, the initial setup process was notably straightforward, making adoption seamless. My positive experience with Calabrio ONE is so strong that I would highly recommend it to others, as indicated by my rating of 10 out of 10.
What do you dislike about the product?
not applicable
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE to ensure sufficient staffing on the frontline, matching staff scheduling with expected customer inflow in banking branches, with efficiency and ease.