ddd at a outsourcing company with 501-1,000 employees
Real User
Top 20
Jul 12, 2026
The self-service options, such as shift swaps or leave requests, have greatly impacted the day-to-day experience for agents and supervisors. There are multiple skills involved in managing scenarios, and this is what I really experienced when managing 100 plus agents. When we talk about large contact centers, it is not possible to manage manually, especially compared to previous engagements with JPMorgan Chase and others, where it is a very cumbersome method. In real scenarios, an agent can easily request to take a leave next Friday or swap an evening shift. The supervisor has to check the staffing level, verify the service level, and each request takes 5 to 10 minutes, and there are 20 to 30 requests per day. That is two to five hours spent on administrative work unnecessarily. Calabrio ONE fills that particular gap, and it is one of the best features I appreciate. My advice for others looking into using Calabrio ONE is that it is more as per the cost and other things, which is really helpful from that perspective. I would really recommend it in terms of workforce management, especially from the Amazon perspective since I am working with Amazon Connect. First, evaluate whether the native workforce management capability meets your needs. If you require more advanced workforce optimization, sophisticated scheduling, or support for multiple contact platforms, Calabrio ONE is definitely worth considering. I choose an eight as the rating because it delivers strong value, but more AI could be more richly injected in the form of generative AI where I want to see deeper generative AI capabilities rather than just staffing functionalities, such as actions to move three agents from queue A to queue B between 2:00 PM and 4:00 PM to maintain the target service level.
My advice for others looking into using Calabrio ONE is to give it a chance. It has been very useful and has been around in the market for a long time; the company has also acquired Verint. Calabrio ONE offers many capabilities in the workforce tool and has been a strong competitor in the market. It has been successfully deployed at Netflix, a major company, which demonstrates its trustworthiness. Regarding Calabrio ONE's AI capabilities, my company has two-factor authentication, so I would say it is very secure. I do not have many details beyond that, but you can access it from virtually anywhere. In my position, I can use it on my cell phone, but it requires two-factor authentication, which makes it very secure. I appreciate the user interface of Calabrio ONE because it is simple, which is valued since analysts do not spend much time looking at alerts and agent appearances in the real-time view. It makes our work much easier. I would rate my overall experience with Calabrio ONE as an 8 out of 10.
Operation Planning Associate at a financial services firm with 5,001-10,000 employees
Real User
Top 10
Jul 11, 2026
I want to add that I am not a scheduler; I am an RTA, so my day-to-day use of Calabrio ONE is quite different. I check it to see if anybody is out of adherence, changing day-to-day schedules, moving breaks and lunches, adding any additional meetings and check-ins, and clearing times, as well as requesting any late arrivals or addressing technical issues that agents are facing through the activity responding part in Calabrio ONE, where I would either approve or deny a request after ensuring that it is relevant to what the agent has reported previously. Additionally, what I do with Calabrio ONE is view previous day adherence, previous month adherence, and we go back to correct their adherence where I have the option to approve as adherence, which I do not think many people have the authority to use, but I do. I would go ahead and approve adherence for any out-of-adherence cases, such as if the agent faced a technical issue but was showing as logged out for the day. That is what I use Calabrio ONE for mostly. With reference to the Shift Bag feature, I would say it is more based on the number of agents we have. We work from 7:00 a.m. to 7:00 p.m., where we allot four shifts. Every agent works a nine-hour shift in India and an eight and a half-hour shift in the USA, and we try to allocate the majority of the people for the 7:00 a.m. shift, but of course, the 10:15 to 7:15 shift is also important on our end. We try to use forecasting to ensure that the Shift Bags are appropriately set so we have coverage throughout the 7:00 to 7:00 p.m., 12-hour window. CalabrIo ONE has positively impacted my organization. Before, we used Variant, which is a different application compared to Calabrio ONE. Both applications have their strengths, but with Calabrio ONE, I am mostly able to see when an agent is out of adherence, and I can quickly notify them if they have put in the wrong aux, exceeded a break, or if they are stuck on a long call and need their breaks rescheduled. That is something I can easily view on Calabrio ONE. CalabrIo ONE has increased agent satisfaction to a great extent. When anything goes wrong and agents mistakenly end up putting in a wrong aux, it impacts their schedules and their adherence. When we notify them, they are extremely grateful, and their adherence stays up to date. In terms of improvements for Calabrio ONE, since I do not work with forecasting, I think we could collaborate AWS with Calabrio ONE to get live data fed into Calabrio ONE, which would be even greater for forecasting. We pull the majority of our reports through Calabrio ONE, and something I have noticed is that for the intraday report, if we want to pull data at 12:30, we have to wait until 12:45. It is a 15-minute refresher window, which is lagging behind. This delay is the same for any report being pulled. I do not have a grand overview of forecasting, but it generally takes a long time, and my agents have not been able to collaborate AWS with Calabrio ONE in the forecasting aspect. Apart from that, everything else is working great on Calabrio ONE. I would love it if it was more real-time and if I could download the data almost immediately without waiting for that 15-minute buffer. CalabrIo ONE is pretty versatile in terms of growth and changes required. It can analyze how many agents are needed in each interval of the day and ensures to let us know if we need more agents indirectly through all its reports. I would say it is very versatile and also very necessary for our team to grow within the organization. I would advise that Calabrio ONE is a good tool to use. If you could get any one of the IT techies to look into how to ensure that AWS is being well maintained with Calabrio ONE, that would be great. I rate this product a seven out of ten.
Assistant Manager at a tech vendor with 10,001+ employees
Real User
Top 20
Jul 11, 2026
My task has been to target the users in a very simple way using Calabrio ONE. It is just a simple tool that I can use, and it is much easier to improve my life skills as well. I do not use Calabrio ONE's AI capabilities concerning governance and security. I do not use Calabrio ONE's AI capabilities regarding its accuracy and reliability of output. I would rate this product a 10 out of 10.
Sales, Retention, And Customer Service Agent at a insurance company with 1-10 employees
Real User
Top 20
Jul 10, 2026
I would recommend Calabrio ONE as it is a great addition to a business, particularly for detailed timekeeping and management, empowering agents to self-manage effectively. I find Calabrio ONE's governance and security really great, as agents are restricted to only certain tools and information, and there is no way to bypass those restrictions. I have tried to access information without going through my team leader, and I can say the security measures around the AI are substantial. I have not encountered any issues with the accuracy and reliability of Calabrio ONE's AI output. I believe it is a well-trained AI. When I did not get the desired results, it was typically due to our unstable internet connection. Calabrio ONE is a great tool with a solid product that developers should continue to improve and innovate to be utilized effectively in BPOs and beyond. I would rate this product an 8 out of 10.
You could be a little slow and not slow to get the tempo of results and answers from the other person, as this will provide an additional better curve for a better learning curve you can go through. My overall review rating for this product is 8.
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...
The self-service options, such as shift swaps or leave requests, have greatly impacted the day-to-day experience for agents and supervisors. There are multiple skills involved in managing scenarios, and this is what I really experienced when managing 100 plus agents. When we talk about large contact centers, it is not possible to manage manually, especially compared to previous engagements with JPMorgan Chase and others, where it is a very cumbersome method. In real scenarios, an agent can easily request to take a leave next Friday or swap an evening shift. The supervisor has to check the staffing level, verify the service level, and each request takes 5 to 10 minutes, and there are 20 to 30 requests per day. That is two to five hours spent on administrative work unnecessarily. Calabrio ONE fills that particular gap, and it is one of the best features I appreciate. My advice for others looking into using Calabrio ONE is that it is more as per the cost and other things, which is really helpful from that perspective. I would really recommend it in terms of workforce management, especially from the Amazon perspective since I am working with Amazon Connect. First, evaluate whether the native workforce management capability meets your needs. If you require more advanced workforce optimization, sophisticated scheduling, or support for multiple contact platforms, Calabrio ONE is definitely worth considering. I choose an eight as the rating because it delivers strong value, but more AI could be more richly injected in the form of generative AI where I want to see deeper generative AI capabilities rather than just staffing functionalities, such as actions to move three agents from queue A to queue B between 2:00 PM and 4:00 PM to maintain the target service level.
My advice for others looking into using Calabrio ONE is to give it a chance. It has been very useful and has been around in the market for a long time; the company has also acquired Verint. Calabrio ONE offers many capabilities in the workforce tool and has been a strong competitor in the market. It has been successfully deployed at Netflix, a major company, which demonstrates its trustworthiness. Regarding Calabrio ONE's AI capabilities, my company has two-factor authentication, so I would say it is very secure. I do not have many details beyond that, but you can access it from virtually anywhere. In my position, I can use it on my cell phone, but it requires two-factor authentication, which makes it very secure. I appreciate the user interface of Calabrio ONE because it is simple, which is valued since analysts do not spend much time looking at alerts and agent appearances in the real-time view. It makes our work much easier. I would rate my overall experience with Calabrio ONE as an 8 out of 10.
I want to add that I am not a scheduler; I am an RTA, so my day-to-day use of Calabrio ONE is quite different. I check it to see if anybody is out of adherence, changing day-to-day schedules, moving breaks and lunches, adding any additional meetings and check-ins, and clearing times, as well as requesting any late arrivals or addressing technical issues that agents are facing through the activity responding part in Calabrio ONE, where I would either approve or deny a request after ensuring that it is relevant to what the agent has reported previously. Additionally, what I do with Calabrio ONE is view previous day adherence, previous month adherence, and we go back to correct their adherence where I have the option to approve as adherence, which I do not think many people have the authority to use, but I do. I would go ahead and approve adherence for any out-of-adherence cases, such as if the agent faced a technical issue but was showing as logged out for the day. That is what I use Calabrio ONE for mostly. With reference to the Shift Bag feature, I would say it is more based on the number of agents we have. We work from 7:00 a.m. to 7:00 p.m., where we allot four shifts. Every agent works a nine-hour shift in India and an eight and a half-hour shift in the USA, and we try to allocate the majority of the people for the 7:00 a.m. shift, but of course, the 10:15 to 7:15 shift is also important on our end. We try to use forecasting to ensure that the Shift Bags are appropriately set so we have coverage throughout the 7:00 to 7:00 p.m., 12-hour window. CalabrIo ONE has positively impacted my organization. Before, we used Variant, which is a different application compared to Calabrio ONE. Both applications have their strengths, but with Calabrio ONE, I am mostly able to see when an agent is out of adherence, and I can quickly notify them if they have put in the wrong aux, exceeded a break, or if they are stuck on a long call and need their breaks rescheduled. That is something I can easily view on Calabrio ONE. CalabrIo ONE has increased agent satisfaction to a great extent. When anything goes wrong and agents mistakenly end up putting in a wrong aux, it impacts their schedules and their adherence. When we notify them, they are extremely grateful, and their adherence stays up to date. In terms of improvements for Calabrio ONE, since I do not work with forecasting, I think we could collaborate AWS with Calabrio ONE to get live data fed into Calabrio ONE, which would be even greater for forecasting. We pull the majority of our reports through Calabrio ONE, and something I have noticed is that for the intraday report, if we want to pull data at 12:30, we have to wait until 12:45. It is a 15-minute refresher window, which is lagging behind. This delay is the same for any report being pulled. I do not have a grand overview of forecasting, but it generally takes a long time, and my agents have not been able to collaborate AWS with Calabrio ONE in the forecasting aspect. Apart from that, everything else is working great on Calabrio ONE. I would love it if it was more real-time and if I could download the data almost immediately without waiting for that 15-minute buffer. CalabrIo ONE is pretty versatile in terms of growth and changes required. It can analyze how many agents are needed in each interval of the day and ensures to let us know if we need more agents indirectly through all its reports. I would say it is very versatile and also very necessary for our team to grow within the organization. I would advise that Calabrio ONE is a good tool to use. If you could get any one of the IT techies to look into how to ensure that AWS is being well maintained with Calabrio ONE, that would be great. I rate this product a seven out of ten.
My task has been to target the users in a very simple way using Calabrio ONE. It is just a simple tool that I can use, and it is much easier to improve my life skills as well. I do not use Calabrio ONE's AI capabilities concerning governance and security. I do not use Calabrio ONE's AI capabilities regarding its accuracy and reliability of output. I would rate this product a 10 out of 10.
I would recommend Calabrio ONE as it is a great addition to a business, particularly for detailed timekeeping and management, empowering agents to self-manage effectively. I find Calabrio ONE's governance and security really great, as agents are restricted to only certain tools and information, and there is no way to bypass those restrictions. I have tried to access information without going through my team leader, and I can say the security measures around the AI are substantial. I have not encountered any issues with the accuracy and reliability of Calabrio ONE's AI output. I believe it is a well-trained AI. When I did not get the desired results, it was typically due to our unstable internet connection. Calabrio ONE is a great tool with a solid product that developers should continue to improve and innovate to be utilized effectively in BPOs and beyond. I would rate this product an 8 out of 10.
You could be a little slow and not slow to get the tempo of results and answers from the other person, as this will provide an additional better curve for a better learning curve you can go through. My overall review rating for this product is 8.