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.
4.4
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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Delivery method
Deployed on AWS
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Trust Center
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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 |
Calabrio ONE Enterprise 200 - Non-Committed User Fees | $0.00 |
Analytics Enterprise to Enterprise Plus Upgrade Burst | $0.00 |
Insights Readers - Non-Committed User Fees | $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) .
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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 software.
AI-Powered Customer Journey Analytics
Sentiment analysis and customer journey analytics capabilities to deliver proactive, predictive, and hyper-personalized experiences across channels.
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
All-in-one composable platform with productized capabilities including Core, Digital, AI, and WEM components 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 integrations, rapid deployment, and global scalability with embedded security.
Unified Knowledge Management and Digital Entry Points
Integrates knowledge management across digital entry points including websites, mobile apps, and search interfaces to enable data-driven self-service and personalized customer experiences.
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
Jesus Alberto G.
Detailed Monitoring with Room for Improvement
Reviewed on Jun 26, 2026
Review provided by G2
What do you like best about the product?
I like that Calabrio ONE measures everything every second. It's useful because, for example, when I'm on a call and it's almost my lunch break, Calabrio starts blinking, so I know it's time to prepare to go on my break. This feature helps me manage my schedule effectively.
What do you dislike about the product?
I think they can improve by having a chat feature for immediate assistance, like chat online with them.
What problems is the product solving and how is that benefiting you?
I know my schedule for the upcoming week, which helps me be on time for work and request PTO effectively.
Anonymous
Flexible WFM Solution with Proactive Support
Reviewed on Jun 24, 2026
Review provided by G2
What do you like best about the product?
I like the flexibility and ease of Calabrio ONE coming together. When it works, it works well. They've shown engagement in resolving issues and even developed new features based on our feedback, which helps ensure success and excellence in our field. I find the engagement from the support teams during setup quite helpful, with good communication and commitment.
What do you dislike about the product?
Some features that we are excited for do not come out as quickly or at all, which is frustrating. It is also frustrating when tools work properly in one environment but the same tool doesn't work properly in another.
What problems is the product solving and how is that benefiting you?
I use Calabrio ONE to manage schedules for over a thousand call center agents flexibly and reliably, improving agent adherence and presence.
Anonymous
User-Friendly WFM Solution with Continuous Enhancements
Reviewed on Jun 24, 2026
Review provided by G2
What do you like best about the product?
I really like that new features are always coming out and that Calabrio ONE is very user-friendly. It's been easy to train staff to use it, and the setup was easy too. These aspects really enhance my experience with the software.
What do you dislike about the product?
I don't like having to use the WFO site and the regular site to work on schedules. It would be nice to have a single site to do all WFM tasks.
What problems is the product solving and how is that benefiting you?
Calabrio ONE helps with scheduling shifts coverage for multiple service lines and quality control. It's user-friendly and easy to train staff.
Anonymous
Steep Learning Curve but Promising Features
Reviewed on Jun 24, 2026
Review provided by G2
What do you like best about the product?
I am interested in using Calabrio ONE for Auto QM and trending topics, sentiment analysis, and insights.
What do you dislike about the product?
There are several features we would like to use; however, they are at an additional cost. WFM was not easy to set up.
What problems is the product solving and how is that benefiting you?
Calabrio ONE helps me improve call rating, manage workforce issues, and gain insights and analytics.
Rachelle M.
Effortless Setup and Exceptional User Experience
Reviewed on Jun 24, 2026
Review provided by G2
What do you like best about the product?
I really like how user-friendly the interface is on Calabrio ONE. I'm also impressed with the new scheduling features in the cloud. The initial setup was extremely easy, especially because they were onsite to help.
What do you dislike about the product?
Realtime features
What problems is the product solving and how is that benefiting you?
Calabrio ONE helps with forecasting, scheduling, and reporting. I use it for WFM, QA, analytics, and insights.