Calabrio ONE vs Five9 comparison

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Calabrio ONE

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Executive Summary

We performed a comparison between Calabrio ONE and Five9 based on real PeerSpot user reviews.

Find out in this report how the two Workforce Engagement Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Calabrio ONE vs. Five9 Report (Updated: June 2026).

Calabrio ONE vs. Five9

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Helped 902,495 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Calabrio ONE

Ranking in Workforce Engagement Management

4th

Average Rating

7.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

AI Customer Experience Personalization (16th), AI Scheduling & Coordination (4th)

Five9

Ranking in Workforce Engagement Management

3rd

Average Rating

8.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Contact Center Platforms (4th), Contact Center Infrastructure (1st), Sales Force Automation (6th), Contact Center as a Service (CCaaS) (3rd)

Mindshare comparison

As of June 2026, in the Workforce Engagement Management category, the mindshare of Calabrio ONE is 5.5%, down from 7.1% compared to the previous year. The mindshare of Five9 is 5.0%, down from 9.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Workforce Engagement Management Mindshare Distribution
Product	Mindshare (%)
Five9	5.0%
Calabrio ONE	5.5%
Other	89.5%

Workforce Engagement Management

Featured Reviews

Adarsh Tiwary

Senior Technical Lead at a comms service provider with 10,001+ employees

Reliable call recording has protected critical interactions and supports ongoing workflow insights

I am not aware if it has already been done, but a well-integrated application for Calabrio ONE that would not require us to change the licenses every time we need to change or add a user would be a better way to add new users and move existing users to other buckets. I feel it is not a 10 because the UI interface is not that impressive yet. It would be better if there were a handbook that lets us know what makes Calabrio ONE stand out among the two or three major players in this field, such as NICE and Verint. Customer support for Calabrio ONE was not that great, but it is acceptable. I would love to see Calabrio ONE's offices in Pune, India.

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reviewer2788932

CX Intelligence Analytics at a healthcare company with 1,001-5,000 employees

Advanced call routing has enabled complex CRM-driven workflows but reporting still needs improvement

The complex call routing capabilities were valuable. I was able to set up fairly complex call routing, capturing data via internal IVR for potential customers' geography and then conducting lookups to determine which skill to route calls to. I also set up complex rollover, so if the first person could not answer, callers would wait a specified number of seconds hoping they would become available, and if they did not, the call would roll over to the next person. I was able to set up fairly complex integrations between our CRM and leverage that data for complex call routing, and it worked well. The integration and call routing both performed well.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We used Excel prior to having Calabrio; this tool has made our lives so much easier."

"The dynamic scheduling functionality allows the agents to be more empowered which was not an option on our previous tool."

"I have found the video capture to be the most valuable feature."

"The Analytics software has been fantastic for the contact center."

"We are able to address compliance issues more quickly."

"We are now able to monitor and review agent's calls to improve call experience."

"The UI is slick."

"By being able to manage better the time of the agents, and the ease of use thru intraday management, we have been able to move adherence goals from 80 to 85%, and we know that we can even bring it up to 90% in the near future, that alone has made our 6 locations that much more effective, resulting in better customer service for our patients and families."

More Calabrio ONE pros

"The technical support for Five9 has been exemplary."

"I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves."

"The admin tools are most valuable, such as using the UI to configure all the campaigns and all the settings that we use. Also, the monitoring panels it has are very good. Our supervisors and sales managers build dashboards in the solution so that we can understand how our operation is performing throughout the day. That is very useful."

"I have been using Five9 for nearly 10 years now with multiple clients, and I don't think there is any other product out there which is even comparable to the usability and functionality that Five9 has."

"I like the ease with which we can make changes if necessary. Currently, we are using it for phone and email distribution, but we're talking about adding chat and delving into the omnichannel features more."

"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."

"The product’s IVR script editor is very easy and simple to use."

"I'm interested in all the features we're using and the reporting that's needed to get them up and running."

More Five9 pros

Cons

"It sometimes needs quite clunky work arounds for certain things, e.g. If I add exceptions into agent schedules such as holidays or long term sickness, it's not easy to just delete them."

"I would like to see the ability to run an individual Agent on any given service queues without loosing any entered exceptions."

"A few of the features were "nice to have" features, but version 9.3 had some "deficiencies"."

"Unfortunately, cell phone call recording is not available at this time."

"Customer Service: At first, they were great. Since my initial encounters, it is a hit and miss and really comes down to the agent or technician assigned to help you."

"We have encountered stability issues. We had about six months where the program was crashing weekly."

"There is a need for a lunch and break auto optimization."

"The biggest issue that we have come across is the messaging where we receive Time Off Requests."

More Calabrio ONE cons

"Five9 should provide free training resources for end users, including agents, supervisors, and admins."

"Integration with third-party solutions can be difficult and has room for improvement."

"It would be ideal if they could combine the tools into one suite."

"I would like to have a Five9 supervisor app that can be used on a smart phone, so I can have more accessibility while in transit."

"The SMS feature could use some improvement as far as the opt-out process goes."

"I would like to see more of the functions from the original Five9 adapter included in the Salesforce Plus adapter, as they do not automatically update when Five9 releases new features."

"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."

"There are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first..."

More Five9 cons

Pricing and Cost Advice

Information not available

"Five9's pricing wasn't quite as flexible as I'd hoped, but it ended up being reasonably priced overall."

"The product is not the most expensive, but it's not cheap."

"The cost is not at the lower end of the market, but it's worth it."

"Five9 is reasonable."

"Five9 is expensive, but most companies would find that using it is worth the cost."

"Five9 is a little expensive because of our company's size. That said, it scales pretty well. The daily usage costs and monthly fees seem about right. It's not out of line with what we'd expect from other companies. However, they seem to have a one-size-fits-all implementation fee. Most of their clients have hundreds if not thousands of seats in the call centers, so $5,000 or $10,000 is not a huge cost. It would be nice if they had a sliding scale for smaller companies."

"Their license structure, out of the box, is better than that of other providers and their pricing is much less than other vendors we've looked at."

"The pricing seems reasonable. I had anticipated that whatever solution we went with would be more expensive. I was actually pleasantly surprised that the features that we had in Evolve IP, one-to-one, did not cost significantly more in Five9."

More Five9 pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

28%

Manufacturing Company

11%

Construction Company

Outsourcing Company

Financial Services Firm

14%

Manufacturing Company

10%

Insurance Company

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	1
Large Enterprise	30

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	7
Large Enterprise	7

Questions from the Community

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What needs improvement with Five9?

The reporting suite needed improvement. I saw recently that Five9 released a new platform for reporting, as the reporting was not great previously.

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What is your primary use case for Five9?

I was using Five9 in the senior living space.

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What advice do you have for others considering Five9?

I was a Workforce Management Director in that role at that time. I would note that I have no experience with CXone, only IEX. As a telephony platform, Five9 served my needs. My overall review ratin...

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Comparisons

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Compared 18% of the time

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Compared 15% of the time

NICE Workforce Engagement Management vs Calabrio ONE

Compared 14% of the time

Verint Open CCaaS vs Calabrio ONE

Compared 12% of the time

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Cisco Webex Contact Center vs Five9

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MetTel Cloud Contact Center vs Five9

Compared 6% of the time

Cisco Unified Contact Center Enterprise vs Five9

Compared 5% of the time

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Product Reports

Workforce Engagement Management

Download Calabrio ONE product report

Download Five9 product report

Also Known As

Calabrio

No data available

Overview

Calabrio ONE is a comprehensive suite designed for customer experience management, offering workforce optimization, analytics, and performance management features to streamline contact center operations.

Calabrio ONE delivers tools to enhance staff productivity and elevate customer interactions. With analytics-driven insights and workforce management capabilities, it empowers organizations with data-led decision-making for operational efficiency, ensuring streamlined communications and superior performance metrics across all contact points.

What features define Calabrio ONE?

Workforce Management: Optimizes scheduling, forecasting, and staffing to enhance customer service efficiency.
Quality Management: Provides tools for call recording and performance evaluation to guarantee service consistency.
Analytics: Delivers deep data insights to improve operational strategies and customer satisfaction.
Performance Management: Offers dashboards and reports to track and improve individual and team KPIs.

What are the benefits of using Calabrio ONE?

Increased Efficiency: Streamlines workflows to reduce operational costs and time.
Enhanced Customer Satisfaction: Improves service quality and response times.
Data-Driven Decisions: Empowers managers with insights to make informed policy changes.
Scalability: Supports growth and adaptability in dynamic environments.

Calabrio ONE finds application in industries like finance, healthcare, and retail for improving customer service operations. It integrates seamlessly within industry-specific workflows to deliver scalable, tailored experiences that drive business goals effectively and ensure a competitive edge through enhanced service delivery.

Calabrio

Five9 is a comprehensive cloud contact center and customer service solution offering a broad range of features and benefits designed for effective contact center operations. Its virtual contact center products encompass inbound, outbound, and multichannel contact center software features, distinguishing it among cloud contact center software vendors. Five9 is recognized for its constant innovation, which has led to its position as a leading cloud contact center software vendor.

Five9 provides a feature-rich cloud contact center platform designed to streamline and enhance customer engagement. The solution offers a comprehensive suite of features including:

Omnichannel routing - Intelligently routes interactions across voice, email, chat, social media and SMS.
IVR and self-service - Sophisticated IVR applications and self-service options powered by natural language processing.
Workforce optimization - Tools for tracking metrics, monitoring interactions, coaching agents, and enhancing productivity.
APIs and integrations - Open platform to connect Five9 with ACD, CRM, workforce management and other business systems.
Flexible deployment - Public, private or hybrid cloud deployment options.

Five9 aims to transform customer experiences with AI-powered interactions, actionable insights, and seamless integration between channels. With advanced analytics and reporting capabilities, Five9 helps businesses improve customer service and increase operational efficiency.

According to our interviews with Five9's users, Five9's solution emerges as a highly scalable and adaptable contact center platform that seamlessly integrates with Salesforce and provides valuable real-time reporting and analytics. Its AI-powered features and omnichannel capabilities further enhance customer satisfaction and operational efficiency. Users praise Five9 for its efficient inbound/outbound calling, reliable voicemail and messaging, and easy remote agent access. However, some cite issues with call quality, interface design, system stability, and customer support responsiveness. Mobile app availability and social media are seen as areas for improvement. However, there is really little info on the mobile app.

Below are several quotes from Five9's users:

"Five9 is a highly flexible and adaptable solution that can handle increased workloads and accommodate growth without any issues."
- Business Operations Manager, Retail Industry
"Five9's real-time reporting and analytics are incredibly valuable. They give us insights into agent performance, customer interactions, and overall call center operations."
- Contact Center Manager, Retail Industry
"Five9's AI-powered features, such as chatbots and virtual assistants, have helped us to improve customer satisfaction and reduce handle times."
- Customer Service Manager, E-commerce Industry

Overall, Five9 provides a robust, innovative contact center platform with extensive features and flexibility. It's a strong option for organizations seeking to optimize customer engagement across channels within a secure, scalable cloud environment.

Sample Customers

Polaris, Equifax, Fedex, Rabo, Paychex, Virteva, VITAS Healthcare Corp, Keurig Green Mountain, AT&T, Esurance, Subaru, Boeing, Tiffany & Co., Thomson Reuters.

Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth

Calabrio ONE vs. Five9