We know Calabrio ONE isn’t the only workforce engagement management (WEM) solution. But we’re confident in how well our innovative solutions measure up.
Contact centers have their work cut out for them these days. They operate in high-pressure environments where customer expectations and workforce dynamics are constantly changing. Having the right workforce management (WFM) solution is essential not just to cover shifts but also to empower agents, streamline operations, and deliver experiences that build loyalty.
Aspect Workforce Management has been in the market for many years and remains a viable choice for enterprise scheduling and forecasting. However, modern contact centers require more than the legacy functionality that we were used to seeing a few years back. They need platforms that combine intelligent analytics, user-friendly design, and integrated workforce engagement tools.
When comparing Aspect Workforce and Calabrio ONE, organizations should look beyond traditional WFM capabilities to evaluate how each solution supports agent experience, real-time adaptability, and long-term scalability.
Calabrio ONE
340 Reviews
Calabrio ONE delivers a truly unified, intuitive workforce optimization (WFO) suite that empowers your contact center with advanced WFM, effortless quality management (QM), and actionable analytics—all in a single platform. Leverage seamless integrations with leading CCaaS and CRM solutions, leading tools to boost agent engagement, and AI-powered insights to optimize your workforce performance while lowering costs.
Highlights
Fully integrated suite offers single source of truth for WEM
Leading workforce management solutions fuel efficiency and agent engagement
AI-powered analytics and QM automate evaluations and accelerate performance
Seamless integration with partners in CCaaS, HR, payroll, and more
Proven track record of innovation and hands-on support
91%
G2 Satisfaction Score
Aspect Workforce
305 Reviews
Aspect Workforce (formerly Alvaria Workforce) is a modular suite of workforce engagement solutions, including WFM, QM, and performance analytics. Although the platform features robust WFM functionality, users often cite challenges with customization and integration, as well as lesser capabilities among key features such as ease of use, forecasting, reporting and analytics.
Highlights
Refreshed product platform after change from Alvaria Workforce
Robust tools for forecasting, scheduling, and managing adherence
Integration with Alvaria contact center infrastructure solutions
Users may find capabilities outside core WFM limited
Users cite difficult setup process and ongoing admin
55%
G2 Satisfaction Score
Key Features & Benefits
See which workforce engagement management solution offers the features and outcomes you need most.
Calabrio ONE
Shift Scheduling
93%
Skills Management
91%
Forecasting
90%
Dashboards
90%
Intraday Management
90%
Performance Analysis
90%
Automation
89%
Mobile Access
86%
Aspect Workforce
Shift Scheduling
92%
Skills Management
85%
Forecasting
83%
Dashboards
83%
Intraday Management
89%
Performance Analysis
83%
Automation
83%
Mobile Access
77%
Calabrio ONE Overview
Brands of all sizes, from stalwart Fortune 500s to rapidly growing SMBs choose Calabrio because contact centers need more than scheduling software. They need a platform that transforms every customer interaction into a competitive advantage while empowering agents as professionals rather than treating them as resources to be managed.
Calabrio ONE delivers workforce optimization with a focus on empowerment. We build contact center intelligence for humans, embedding AI into the core of our suite so that, rather than rigid tools and reactive insights, you get a platform that can not only keep up with change but outpace it.
Customer success metrics paint a clear picture. Wix cut agent scheduling time by 40% while improving adherence by 15%. Home Group achieved 20% increase in scheduling efficiencies and saved 40 admin hours per week. Gordon Food Service reduced handle time by 80% through better bot analytics. These aren’t theoretical benefits but measured outcomes from companies that stopped accepting workforce management as a necessary evil and started treating it as a strategic opportunity.
Pros
Modern cloud-native architecture designed for distributed, hybrid workforces eliminates location constraints while maintaining operational control
Unified workforce and conversation intelligence delivers a complete picture of contact center performance in a single integrated suite
Intuitive, AI-powered analytics empowers every team member to access insights without specialized training or technical expertise
Mobile-first agent tools acknowledge that workforce management happens everywhere, not just at desktop computers
Strategic partnerships with major CCaaS providers ensure smooth integration regardless of your technology stack
Cons
Calabrio’s integration capabilities, despite being extensive, are still short of certain competitors. However, due to the unified nature of our WEM features, there are very few situations where businesses need integration with niche third-party platforms.
Core Features of Calabrio ONE
Calabrio ONE equips today’s contact centers with the tools they need to succeed in an ever-evolving customer experience environment. Below are the key features that make our platform stand out.
Next-Gen Workforce Management Capabilities
Don’t just manage chaos. Eliminate it. Calabrio’s leading workforce management solutions put your organization in position to anticipate tomorrow’s challenges and maximize efficiency with AI enhancing every core capability:
Stay ahead of whatever’s next with intelligent forecasting that analyzes your historical data and delivers real-time adjustments to staffing and workflows.
Set schedules across skills in just a handful of clicks–rather than the hundreds required by legacy–and optimize efficiency with ease, no matter how complex your labor regulations, business rules, and agent preferences.
Empower agents with autonomy. Deliver seamless coaching experiences, personalized insights, and simplified self-scheduling with tools that meet agents wherever they are, on mobile or desktop.
Detect issues, predict their impact, and get recommended actions from a real-time coach with the upcoming Predictive Actions solution, our AI-powered assistant for contact center operations.
Conversation Intelligence
Think of Conversation Intelligence as having a quality analyst reviewing every single customer interaction, extracting insights, identifying patterns, and surfacing opportunities, except it happens instantly and never gets tired. The platform ingests every call recording, chat transcript, email thread, and social media interaction, applying AI models trained specifically on your business context.
Auto QM, in tandem with tools like Trending Topics and Advanced Sentiment, can be an absolute game changer for quality management. Automatically evaluate 100% of interactions against customizable scorecards that reflect your actual business priorities. Train the AI on your portions of your knowledge base, compliance requirements, and brand jargon. Within days, it starts scoring interactions and analyzing sentiment with remarkable consistency, flagging outliers for human review, and identifying systemic issues that random sampling would never catch.
Suite-Wide Business Intelligence
Calabrio Insights democratizes data analysis by making sophisticated, AI-powered business intelligence accessible to everyone. Forget submitting report requests to IT or waiting weeks for custom dashboard development. The solution ships with dozens of pre-built dashboard tailored specifically for the contact center metrics that matter most, so you can understand and start improving immediately.
Say goodbye to fragmented tools and a limited view of performance. Insights seamlessly combines all of your WEM and customer interaction data from across the Calabrio ONE suite, empowering every user to address emerging issues, enhance engagement, retain customers, seize upsell opportunities, and much more.
Self-Service and Automation for Frontline Agents
An engaged agent is your most valuable asset. While legacy platforms like Aspect were built around rigid, top-down control, Calabrio ONE is designed to empower the modern workforce. We understand that today’s agents demand flexibility, and our tools deliver.
The MyTime app puts scheduling power directly into agents’ hands, allowing them to easily swap shifts, bid for overtime, and manage time-off requests from any device. By automating routine tasks and providing intuitive, Agentic AI-powered self-service with Agent Assist, we liberate agents to focus more on what matters most—delivering exceptional customer experiences—while freeing up supervisors to coach and develop their teams.
This is crucial because agents don’t just want to be scheduled–they want to grow. While Aspect’s tools focus primarily on adherence and occupancy, Calabrio’s platform is built to foster continuous improvement and career development. We bridge the gap between workforce management and performance optimization.
With Calabrio, an agent’s journey is fully connected. They can view their schedule, then immediately access personalized dashboards in the My Calabrio portal to see how their performance impacts team goals. Quality scores and AI-driven sentiment analysis flow directly into coaching workflows, providing tangible feedback they can use to improve and meaningful recognition that boosts retention. This empowers agents to take control of their growth, turning a job into a career path, while driving better outcomes for the entire organization.
What Makes Calabrio Better
Contact centers choose Calabrio because complexity kills productivity. While Aspect delivers accurate, efficient scheduling for enterprise massive operations, many users find those features too often come wrapped in interfaces that feel frozen in time and workflows that require specialized training to use properly.
Calabrio proves that delivering state-of-the-art sophisticated WFM doesn’t require sacrificing usability. Your team gets up to speed faster, agents actually adopt the tools, and insights arrive immediately instead of after lengthy configuration marathons–or after service levels take a hit. Clear pricing, responsive support, and rapid time-to-value mean you’ll see measurable improvements in weeks, not quarters.
Aspect, recently spun out from Alvaria as a standalone WEM brand, offers workforce management solutions built on decades of contact center heritage. The platform provides forecasting, scheduling, quality management, and performance analytics through a modular architecture that organizations can deploy individually or as an integrated suite.
Aspect delivers enterprise contact center software with AI forecasting, dynamic scheduling, workforce management, and measurable ROI. The system supports complex multi-site, multi-skill environments with sophisticated algorithms for schedule optimization. Mobile apps enable agent self-service while managers monitor adherence and make real-time adjustments. Integration capabilities connect with major CCaaS platforms, CRM systems, and HR tools.
Used by 2M+ users across some of the world’s largest workforces, Aspect brings enterprise-grade capabilities to organizations requiring flexible workforce optimization. The platform handles both cloud and on-premise deployments, supporting organizations as they transition their infrastructure strategies.
Pros
The platform delivers accurate forecasting and scheduling capabilities that effectively predict workforce needs and optimize staff allocation across complex operations.
Aspect seamlessly manages blended environments, allowing agents to handle both voice and non-voice channels like email, chat, and social media.
Organizations can choose between on-premises, cloud, or hybrid deployment models to match their infrastructure requirements and security preferences.
Agents get self-service features, including time-off requests, shift swaps, and schedule preferences through an intuitive employee portal.
The platform scales efficiently to support enterprise operations, managing thousands of agents across multiple locations and complex scheduling requirements.
Cons
Despite UI updates, Aspect’sreporting architecture issues persist behind the scenes, with production and performance reporting remaining fundamentally flawed. The updated interface masks underlying system problems that continue to affect data reliability, meaning teams can’t trust the metrics they need for critical workforce decisions and operational planning.
The platform’sforecasting limitations require users to forecast individually for each skill and site, making multi-skill and multi-site operations extremely cumbersome. This lack of scalability forces managers to spend excessive time on repetitive forecasting tasks, while back-office and multi-skill volume predictions often prove inaccurate, undermining workforce planning efforts.
Users struggle withlimited reporting flexibility, lacking customizable dashboards and easy export options that modern workforce teams expect. Mobile access remains restricted with most features unavailable on the app, preventing managers from monitoring operations or making adjustments when away from their desks, a critical limitation in today’s flexible work environment.
Report extraction difficulties create daily frustrations, with slow download times and complicated Excel transfers requiring multiple workarounds. The problematic Excel integration means teams waste valuable time on data manipulation instead of analysis, turning what should be simple reporting tasks into lengthy technical exercises that reduce overall productivity.
Core Features of Aspect Workforce
Here are the primary solutions that Aspect brings to the table.
Workforce Engagement Capabilities
Aspect’s workforce engagement management platform combines workforce optimization with engagement tools designed to reduce friction, boost satisfaction, and minimize turnover. Through Workforce Experience (WFX), agents can access self-service features that automate scheduling tasks, while managers maintain real-time visibility into operations.
The engagement suite also includes gamification tools that transform routine workdays through challenges, competitions, and rewards. Performance management tools track KPIs and goal progress across teams, providing actionable data for coaching and development. While Aspect users give the platform high marks for agent self-service capabilities, its scores in other critical workforce engagement categories like performance analysis, mobile access, and automation lag well behind Calabrio’s.
Enterprise-Centric Workforce Management
Aspect’s workforce management foundation strives to handle complexity at scale, reflecting its primary focus on enterprise-level organizations. The platform manages intricate scheduling rules across multiple sites, channels, and skill groups while maintaining compliance with labor regulations and union agreements. Advanced forecasting algorithms process historical patterns, seasonal variations, and business events to predict staffing requirements.
The system’s well-regarded scheduling engine handles agent preferences, skill-based routing requirements, and coverage targets simultaneously. Real-time adherence monitoring tracks agent activities against schedules, triggering alerts for deviations that might impact service levels. Intraday management tools allow supervisors to adjust staffing in response to unexpected volume changes or agent availability issues. These WFM functions are among Aspect Workforce’s highest-rated features, according to G2 users. However, their effectiveness seems to be limited by broader issues around support quality, setup complexity, and overall ease of use.
Performance Analytics
Aspect’s analytics capabilities span operational metrics, agent performance indicators, and customer experience measurements. The platform aggregates data from multiple sources to provide visibility into productivity trends, schedule efficiency, and forecast accuracy. Dashboards present KPIs relevant to different organizational levels, from executive scorecards to team-level performance views.
Furthermore, what-if analysis tools allow planners to model different scheduling scenarios and predict their impact on service levels and costs. Historical reporting helps identify patterns and opportunities for optimization. However, users frequently mention that accessing these insights requires navigating dated interfaces and building custom reports that should be standard.
Aspect Workforce vs. Calabrio ONE Feature Summary
Feature
Calabrio
Aspect Workforce
Target Market
Mid-market to large (200–1,000+ agents); designed for organizations needing enterprise-grade tools without unnecessary complexity.
Primarily large, established contact centers; strong in traditional enterprise deployments, but less agile for mid-market.
Core Platform
Calabrio ONE Suite — unified WEM platform combining WFM, QM, analytics, and AI-driven self-service tools.
Aspect Workforce — mature WFM platform focused on forecasting, scheduling, and adherence, with optional cloud or on-premises deployment.
Key Strength
Unified, intuitive design with AI-powered insights; empowers agents and supervisors with role-based tools and advanced reporting.
Strong forecasting and scheduling, proven intraday management, and long-standing reliability in enterprise environments.
Implementation
Cloud-first and faster deployment, with deep CCaaS integrations (Genesys, Amazon Connect, etc.); plug-and-play reduces rollout complexity.
Can be resource-intensive; legacy architecture often requires heavy admin expertise and longer implementation cycles.
TCO (Total Cost of Ownership)
Lower and more predictable, especially for mid-market organizations; scalable pricing and flexible licensing.
Higher overall cost, with ongoing maintenance and upgrade expenses; better suited to large enterprise budgets.
Primary Industries
Financial services, telecom, healthcare, insurance, retail, and travel — strong presence in North America and Europe.
Traditional enterprise verticals such as telecom, financial services, and utilities; skewed toward large-scale operations.
Book a Demo
See the difference Calabrio ONE can make for yourself.
Calabrio offers a comprehensive WEM solution designed to enhance customer experiences and guarantee unmatched agent engagement. But we also know that for our solutions to be effective at delivering reduced attrition, increased efficiency, and lower total cost of ownership, they also need to be easy to use—and come backed with exceptional support.
Calabrio ONE
Overall Satisfaction
91%
Ease of Use
91%
Quality of Support
91%
Ease of Doing Business With
90%
Ease of Setup
88%
Ease of Admin
88%
Aspect Workforce
Overall Satisfaction
55%
Ease of Use
82%
Quality of Support
82%
Ease of Doing Business With
86%
Ease of Setup
75%
Ease of Admin
78%
Customer Stories
Leading Brands Trust Calabrio to Empower Employees and Maximize Performance
Calabrio ONE is trusted by Fortune 500 brands and counted on by top technology partners. See how we’ve helped leaders in an array of industries get the most of their teams and their data.
“Calabrio is without a doubt the most important partner that Twilio has in our journey to disrupting the Enterprise Contact Center space. Their exceptional partner team is a joy to collaborate with strategically, and they continue to be cloud first pioneers by enabling Flex users to optimize their workforce and hear the voice of their customers on any channel at any time.”
Scheduling issues were eating up the Shopify Workforce Planning team’s time. Implementing modern, automated scheduling tools saved them more than 40 hours per week on vacation planning alone while simplifying global complexity.
“The flexibility and mobility of Calabrio has enabled us to expand operations to meet an international audience, as well as to schedule a global, remote agent workforce.”
“The data that Calabrio ONE provides lets us read between the lines. If we don’t have the data, we can’t understand how to improve our productivity and efficiency, which helps us save money. We also can’t analyze how to make a better work environment for our agents.”
Daniel Acosta
Call Center Applications Analyst III, Houston Methodist Hospital
