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.
Shiftboard
Shiftboard provides automated workforce scheduling software designed to help you manage complex staffing needs, ensure compliance, and improve employee engagement through data-driven scheduling solutions.
Quick Comparison
| Feature | Calabrio ONE | Shiftboard |
|---|---|---|
| Website | calabrio.com | shiftboard.com |
| Pricing Model | Custom | Custom |
| Starting Price | Custom Pricing | Custom Pricing |
| FREE Trial | ✘ No free trial | ✘ No 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 | 2002 |
| Headquarters | Minneapolis, USA | Seattle, USA |
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.
Shiftboard
Shiftboard is a specialized scheduling platform built to handle the headaches of complex, 24/7 workforce management. Whether you are managing a manufacturing plant, a healthcare facility, or a large-scale event, you can automate your entire scheduling process while staying compliant with labor laws and union rules. It moves you away from messy spreadsheets and manual tracking into a centralized system that balances your operational needs with your employees' preferences.
You can reduce costly overtime and fill open shifts faster by using automated communication tools that reach your team instantly. The platform offers two distinct solutions—Schedules360 for healthcare and SchedulePro for high-stakes industrial environments—ensuring you get the specific tools required for your industry. By integrating your time and attendance data, you gain a clear view of your labor costs and workforce productivity in real-time.
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.
Shiftboard Features
- Automated Scheduling. Generate optimized schedules automatically based on your specific business rules, employee qualifications, and current staffing demands.
- Compliance Engine. Configure complex labor laws, union contracts, and fatigue management rules to ensure every shift stays fully compliant.
- Mobile Self-Service. Give your employees the power to view schedules, swap shifts, and request time off directly from their smartphones.
- Real-Time Communication. Broadcast open shift notifications via SMS or email to fill gaps in your schedule within minutes instead of hours.
- Overtime Management. Track and control your labor costs by identifying potential overtime issues before they happen with proactive system alerts.
- Reporting and Analytics. Access detailed insights into your workforce trends and labor utilization to make smarter, data-driven staffing decisions.
Pricing Comparison
Calabrio ONE Pricing
Shiftboard Pricing
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
Shiftboard
Pros
- Handles highly complex scheduling rules with ease
- Significantly reduces time spent on manual data entry
- Excellent customer support during the implementation phase
- Mobile app improves communication with frontline workers
Cons
- Initial setup requires significant time and effort
- User interface can feel dated in some areas
- Learning curve for administrators managing complex rules