Calabrio vs. NICE Workforce Management

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Quick Comparison

Compare Calabrio ONE vs. NICE Workforce Management

Compare NICE Workforce Management vs. Calabrio ONE to find the right fit and meet your contact center’s most important workforce management needs.

Calabrio One

300+ 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 offer single source of truth for WEM
AI-powered forecasting and automated scheduling
Seamless integration with partners in CCaaS, HR, payroll, and more
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Proven track record of innovation and hands-on support

91%

Customer Satisfaction Score

NICE WFM

80+ Reviews

As a recognized leader in customer experience software, NICE offers a robust workforce management platform within its broad portfolio of solutions. NICE is notable for having developed significant AI capabilities to support its offerings, including WFM. While NICE’s solution boasts an array of powerful features, the modular nature of the offering can lead to added complexity, difficulty integrating with external tools, and a steep learning curve.

Highlights

Feature-rich WFM suite with extra add-ons available from NICE portfolio
Established vendor with industry experience and wide market presence
Offers integrations with a wide range of other systems
The platform’s large user base may lead to less personal, responsive service

71%

Customer Satisfaction Score

Customer Reviews & Recognition

Leaders in workforce management customer satisfaction

See why contact center leaders, workforce planners, and agents prefer using Calabrio to quickly turn insights into revenue-boosting action.

“This is the best system to use for workforce management in the BPO industry. Live monitoring of employees status and schedules to avoid lost hours. You can also access daily records of agents' workflows. Work avoidance can be easily determined by this tool.”

Charles Angelo V

Outsourcing/Offshoring Quality Analyst

“We have a global workforce and Calabrio has been absolutely instrumental in allowing us to schedule and manage coverage worldwide.”

Lisa P

Enterprise Workforce Analyst

“I was a long-term user of a different WFM tool when I started using Calabrio to assist with forecasting and scheduling. It was a very intuitive learning curve to input call volumes and forecasts based on historical drivers. I find it very easy to set up new users and build schedules.”

Brian W

Mid-Market Workforce Management Planner

Charles Angelo V

Outsourcing/Offshoring Quality Analyst

“We have a global workforce and Calabrio has been absolutely instrumental in allowing us to schedule and manage coverage worldwide.”

Lisa P

Enterprise Workforce Analyst

Brian W

Mid-Market Workforce Management Planner

Key Features & Benefits

See which workforce engagement management solution offers the features and outcomes you need most.

Calabrio One

Shift Scheduling

94%

Skills Management

90%

Intraday Management

91%

Forecasting

90%

Performance Analysis

91%

Automation

93%

Agent Self-Service

89%

NICE WFM

Shift Scheduling

89%

Skills Management

88%

Intraday Management

88%

Forecasting

81%

Performance Analysis

85%

Automation

84%

Agent Self-Service

84%

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See the difference Calabrio ONE can make for yourself.

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Customer Satisfaction Comparison

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

Ease of Use

90%

Quality of Support

87%

Ease of Admin

84%

Ease of Doing Business With

89%

Ease of Setup

85%

Product Going in the Right Direction

90%

Overall Customer Satisfaction Score

91%

NICE WFM

Ease of Use

86%

Quality of Support

83%

Ease of Admin

73%

Ease of Doing Business With

82%

Ease of Setup

76%

Product Going in the Right Direction

76%

Overall Customer Satisfaction Score

71%

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.”

Adam Robertson

Twilio Partner Development Manager

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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.”

Travis Desjardins

Workforce Manager

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“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

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More Reasons to Choose Calabrio

Don’t just choose a solution that stacks up well against the competition. With Calabrio, you also get a partner that’s just as invested in your success as you are.

Customer-Obsessed

Calabrio is dedicated to delivering the highest level of customer support, while offering powerful solutions with unparalleled ease-of-use, flexibility, and customization options.

Relentless Innovation

At the core of our unique commitment to our customers’ success, the Calabrio Innovation Center delivers true value addition by understanding your unique challenges and continuously adapting Calabrio tools to your needs.

Results Matter

Calabrio is a trusted ally to more than 25% of Fortune 500 brands because we define our success by their outcomes. Calabrio ONE is built to drive powerful value well beyond the contact center.

Best-in-Class Support

Calabrio has a vast partner network of over 500 reseller partners, including every CCaaS vendor in Gartner’s Magic Quadrant, as well as the leading Global System Integrators. These partnerships allow Calabrio to support customers globally and facilitate major digital transformation initiatives.

Cost-Effective

Calabrio’s true-cloud architecture encapsulates the unified product suite and ensures that Calabrio remains competitively priced in the market. With no hidden add-ons and out-of-the-box integrations our pricing is often less expensive than our leading competitors by up to 20%.

Ease of Use

Calabrio ONE offers unparalleled flexibility and customization options, allowing customers to tailor the platform to their unique business needs. Its user-friendly interface and seamless navigation have earned praise from satisfied customers-enhancing their experience, and driving business success.

How We Help Brands

Leading-edge tools built—and trusted—to enrich and understand human interactions

Only Calabrio ONE unites WFO, agent engagement, and AI-fueled business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.

Why calabrio