Calabrio ONE
Calabrio ONE is a unified workforce performance suite that combines workforce management, quality management, and analytics to help you improve agent engagement and customer experiences in your contact center.
MakeShift
MakeShift is a cloud-based employee scheduling software that helps you create rotas faster, track time accurately, and communicate with your team through a simple mobile-first interface.
Quick Comparison
| Feature | Calabrio ONE | MakeShift |
|---|---|---|
| Website | calabrio.com | makeshift.ca |
| Pricing Model | Custom | Subscription |
| Starting Price | Custom Pricing | $2.75/month |
| FREE Trial | ✘ No free trial | ✓ 14 days free trial |
| Free Plan | ✘ No free plan | ✘ No free plan |
| Product Demo | ✓ Request demo here | ✓ Request demo here |
| Deployment | ||
| Integrations | ||
| Target Users | ||
| Target Industries | ||
| Customer Count | 0 | 0 |
| Founded Year | 2007 | 2013 |
| Headquarters | Minneapolis, USA | Calgary, Canada |
Overview
Calabrio ONE
Calabrio ONE is a cloud-native workforce performance suite designed to help you manage and optimize your contact center operations. You can handle everything from complex staff scheduling and call recording to sentiment analysis and automated quality coaching within a single, integrated interface. By unifying these tools, the platform helps you break down data silos and gain a clearer picture of how your agents are performing and what your customers actually need.
You can use the platform to empower your agents with self-service scheduling tools and provide them with real-time feedback to improve their skills. Whether you are managing a small support team or a massive global enterprise, the software scales to meet your needs by automating manual tasks and providing actionable insights from every customer interaction. It focuses on reducing operational costs while simultaneously boosting employee morale and customer satisfaction.
MakeShift
MakeShift is a people-first scheduling platform designed to eliminate the headaches of manual shift management. You can build complex schedules in minutes using a drag-and-drop interface that accounts for employee availability, qualifications, and labor costs. By moving your rotas to the cloud, you ensure your team always has the most up-to-date information right on their phones.
The platform bridges the gap between management and staff by allowing you to approve time-off requests, manage shift swaps, and track attendance in real-time. It specifically targets industries with fluctuating shifts like healthcare, retail, and hospitality. You can reduce HERO (unnecessary overtime) and ensure your business stays compliant with labor laws while keeping your employees engaged and informed.
Overview
Calabrio ONE Features
- Workforce Management Create optimized schedules and track real-time adherence so you always have the right number of agents available to help customers.
- Quality Management Capture every interaction across voice and digital channels to evaluate performance and provide targeted coaching to your support team.
- Interaction Analytics Transcribe and analyze 100% of customer conversations automatically to uncover hidden trends, common complaints, and high-performing scripts.
- Self-Service Scheduling Give your agents more control over their work-life balance by allowing them to trade shifts and request time off through a mobile app.
- Sentiment Analysis Identify the emotional tone of customer interactions so you can prioritize follow-ups and understand how your brand is perceived.
- Automated Coaching Deliver personalized training modules to agents based on their specific performance data to ensure continuous improvement without manual intervention.
MakeShift Features
- Drag-and-Drop Scheduling. Create and adjust weekly schedules in seconds by dragging shifts across your screen to the right team members.
- Mobile App for Staff. Give your team the power to view schedules, request time off, and swap shifts directly from their smartphones.
- Photo Radar Time Clock. Prevent buddy punching by having your employees clock in via a tablet that captures a photo for verification.
- Availability Management. Let your employees set their own preferred working hours so you only schedule people who are actually available.
- Shift Exchange. Enable your staff to trade shifts with qualified colleagues, which you can then approve or deny with one click.
- Real-Time Notifications. Send instant alerts to your team's phones whenever a schedule is published or a shift change occurs.
- Labor Cost Tracking. Monitor your labor spend as you build schedules to ensure you stay within budget and avoid costly overtime.
- Automated Reminders. Reduce no-shows by automatically sending your employees reminders before their scheduled shifts begin.
Pricing Comparison
Calabrio ONE Pricing
MakeShift Pricing
- Drag-and-drop scheduling
- Employee mobile app
- Availability management
- Shift exchange & swaps
- Time off requests
- In-app messaging
- Everything in Essentials, plus:
- Photo Radar time clock
- GPS-enabled clock-in
- Payroll exports
- Advanced labor reporting
- Department-level permissions
Pros & Cons
Calabrio ONE
Pros
- Unified interface reduces the need to switch between different applications
- Highly flexible scheduling tools accommodate complex agent shift requirements
- Powerful analytics turn raw voice data into actionable business insights
- Mobile app access improves agent engagement and schedule flexibility
Cons
- Initial setup and configuration can be complex for new users
- Reporting interface has a learning curve for advanced custom reports
- System updates occasionally require adjustments to existing custom workflows
MakeShift
Pros
- Extremely intuitive interface for both managers and employees
- Significantly reduces the time spent on weekly schedule creation
- Mobile app is highly reliable for remote shift management
- Excellent customer support team that responds quickly to issues
Cons
- Limited customization options for very complex labor rules
- Reporting tools could be more robust for enterprise needs
- Occasional sync delays between the web and mobile apps