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.
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://info.calabrio.com/aws-demo ).
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
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 contract duration. 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 any usage exceeds the entitle amount or not covered in the contract. These charges will be applied on top of the contract price. If you choose not to renew or replace your contract before it ends, access to your entitlements will expire.
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 | - |
The following dimensions are not included in the contract terms, which will be charged based on your usage.
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 |
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) .
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
AI generated sentiment 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
Automate recording, evaluation and reporting of customer interactions to strengthen relationships, deepen loyalty and drive measurable impact across the business
Workforce Management
Hone forecasting, streamline scheduling and administration, and empower agents to work smarter by putting the right people in the right places
Analytics
Sophisticated speech, desktop and text analytics to unlock the intelligence buried in customer interactions and transform them into usable data
AI-driven Analytics
Use AI-driven analytics to uncover performance trends, customer behavior and sentiment, and derive compelling insights from the contact center
Contact Center as a Service
Deployed together, Amazon Connect and Calabrio ONE provide businesses a complete Contact Center as a Service (CcaaS) toolset
Composable Architecture
Microservices-based architecture, API-first development, and open data that enable rapid innovation, agility, and resilience to optimize the customer experience technology stack.
Omnichannel Capabilities
Unifies customer and agent experiences across phone, email, chat, text, and social channels.
Pointilist Customer Journey Management
Helps customer-centric organizations deliver experiences that anticipate each customer's needs by recognizing their preferences, prior experiences, and current goals.
Employee Engagement and Productivity
Transforms the approach to employee engagement and delivers new levels of efficiency and effectiveness through Unleashing Employee Superpowers.
Cloud-based Platform
Genesys Cloud CX is an all-in-one composable cloud contact center SaaS solution built on AWS.
Omnichannel Engagement
Provides applications for omnichannel engagement to deliver a better way to achieve great customer experiences
AI-Powered Solutions
Includes AI-Powered Virtual Agents, Agent Assist, and AI Trainer to enhance self-service, agent assistance, and call analytics
Unified Platform
Provides a single unified platform to access and view customer engagement, workforce engagement, employee collaboration, AI & knowledge, and analytics and insights
Vertical-Specific Solutions
Developed purpose-built industry solutions to provide industry-specific workflows, core system integrations, and intelligence built to understand industry language
Global Footprint
Serves customers in over 100 countries across 20 different industries and ranks #8 on the 2023 Forbes Cloud 100
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
Mental Health Care
Calabrio QM Review
Reviewed on Nov 19, 2024
Review provided by G2
What do you like best about the product?
Calabrio is esthetically pleasing and has the information well organized (specially with the last developments they made which include Insights). The system is not overwhelming and is easy to use and navigate through. It is quite intuitive. It offers a lot of possibilities for daily contact center management in terms of quality. Its implementation was fairly easy once you figure out how you will outline the architecture of the Depts/Teams. The best feature of Calabrio is their customer support. I really like their ticketing system and the immediate outreaches (which always include a meeting to ensure they understand where the problem lies). This along with the account manager support as well as the implementation manager makes up for a smooth experience. They are very dedicated to their clients. Insights interactive reporting is surely a step forward into Calabrio taking the next level.
What do you dislike about the product?
Integration with other features such as Qualtrics and in-house case management system used by the company is not being so easy. The biggest challenge is by far related to their predictive model which has limited capabilities for a business like ours (where agents handle multiple calls in different languages). The model needs to be revamped to include options of excluding other parameters (apart from the sanding option of groups/teams). If they are able to use the parameters available in the retention policy for calls, this would be a breakthrough. Hopefully new features will be available in Insights but for now there is no option of tailoring the available pre-built dashboards to the company's need. For call management, bulk deletion and possibility of marking calls in bulk as "cannot score" or "mark for training" is needed to better manage quality and the predictive model. The phrase library analytics should include automatic suggestions based on the company's calls (instead of general AI suggestions that do not relate to the calls we are doing). For contact management, an integrative approach is necessary (in terms of client experience, we would like a full view on how the call was managed and also how case management was conducted - case audit). As it stands, the only way i can match both parts of the client's experience (call and case audit) is through metadata which relies on a manual documentation and fails sometimes. For evaluations completed, its missing an option of flagging it with other managers. The workaround here seems to be doing a task review and assign it to a manager as FYI. Would like to have a more integrated approach for evaluations. A better system for managing call deletion/call download.
What problems is the product solving and how is that benefiting you?
Call recording and evaluations inclusive platform. Analytic reports that helps us understand where we are excelling and where the opportunities for improvement are. Better management of our auditing program.
Leave a comment0 comments
Stephanie R.
Endless Information
Reviewed on Nov 19, 2024
Review provided by G2
What do you like best about the product?
I like having access to a lot of data and exploring the different possibilities. I have been able to create dashboards for different uses.
What do you dislike about the product?
It is not very easy to connect the different data sets and its not very easy to get help in getting more feature
What problems is the product solving and how is that benefiting you?
Customer Experience
Jessica M.
Powerful Solution with a Minor hiccups
Reviewed on Nov 15, 2024
Review provided by G2
What do you like best about the product?
Clear voice and video recordings that helps us quickly identify organizational-wide opportunities, what additional trainings our agents need or what guidance we need to clarify.
What do you dislike about the product?
Data exployer was difficult to learn, creating dashboards and running our trends report. Its alot of manual entry if your organization uses multiple evaluation forms. The process for modifying your evaluation forms is time cosuming. You cant just make a simple update. Forms has to be deactivated, cloned, renamed, then republished. This is difficult for organization that changes guidance/guidelines frequently.
What problems is the product solving and how is that benefiting you?
Identifying process improvement areas or Training opportunities.
Banking
Understanding systems and updates that could be extremely beneficial to the company
Reviewed on Nov 15, 2024
Review provided by G2
What do you like best about the product?
At the confernce I liked how the speakers were willing to take time out of their day to answer more in depth questions and work with us individually.
What do you dislike about the product?
I liked everything about Calabrio One conference, our company has not switched over to the cloud which would be extremely beneficial to us.
What problems is the product solving and how is that benefiting you?
Allowing us to schedule employees for breaks and times out to better configure information for how busy our ACustoemr Care Team is and what callers may be needing when calling in
Shauna G.
Excellent Experience! Learned so many new things!
Reviewed on Nov 15, 2024
Review provided by G2
What do you like best about the product?
The funcionality of the system and also how you can make it your own.
What do you dislike about the product?
Having to work in 2 different areas for the back end and front end
What problems is the product solving and how is that benefiting you?
Nothing at the moment