Calabrio ONE vs. Playvox

Calabrio ONE

Calabrio ONE

42 Reviews and Ratings

Playvox

Playvox

250 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Calabrio ONE	Score 9.8 out of 10	N/A	Calabrio One is a workforce optimization (WFO) platform for call centers, combining workforce management with call recording and analytics, from Calabrio headquartered in Minneapolis, MN.	N/A
Playvox	Score 6.9 out of 10	N/A	Playvox, headquartered in Sunnyvale, California, offers their call center agent monitoring, coaching and QA platform, designed to motivate and improve the performance of call center agents and reps.	N/A

Pricing

Calabrio ONE

Playvox

Editions & Modules

No answers on this topic

No answers on this topic

Offerings

Pricing Offerings
Calabrio ONE	Playvox
Free Trial
No	Yes
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

Optional

No setup fee

Additional Details

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More Pricing Information

Community Pulse
	Calabrio ONE	Playvox
Considered Both Products	Calabrio ONE JW Jay-mar Whyte Team Lead Chose Calabrio ONE Calabrio ONE is much more user friendly. Incentivized Helpful? Verified User Anonymous Chose Calabrio ONE We actually switched to Verint monet thinking that they will stack up against Calabrio but I guess it was a bad decision. Incentivized Helpful? AL Allyson Lamar Pharmacy Technician Chose Calabrio ONE Both applications are used for different jobs. They serve different purposes and they do their jobs well. Incentivized Helpful? Usama Ahmed Network Engineer II Chose Calabrio ONE It was better and more reliable/resilient then both of the products stated above. It is in-house though while the competition was cloud-based. Both of the platforms mentioned above had more problems and more failed screens then Calabrio. Incentivized Helpful? Daniel Acosta Applications Analyst III - Call Center Chose Calabrio ONE They are very similar in many areas. Reporting is about the same, and I can see why some people may go for the bigger names. But one of the things that I have noticed that has made a difference is the way that the tool evolves with you. A lot of the features that Calabrio has … Incentivized Helpful? Joshua Donn Regional Sales Manager Chose Calabrio ONE We hadn't used any before... Incentivized Helpful? Sara de la Fuente Quality Assurance, Grand Canyon University Chose Calabrio ONE Switched over from an older system that was often confusing, had an old look and feel to it, and bad customer service. Incentivized Helpful? Beth Bax Assistant Director of Quality Assurance Chose Calabrio ONE Calabrio One has far better customer engagement and customer service than the previous vendor. Calabrio is very easy to use and quick to obtain search results. We have had great success with Calabrio and are very happy with our move. Incentivized Helpful? Piero Troia Supervisor Chose Calabrio ONE I have never used another application other than Calabrio. Incentivized Helpful? Joel Severson Server System Administrator Chose Calabrio ONE Head and shoulders above our Altigen configuration is Calabrio - more reliable, more features, reporting, evaluation abilities, ease of access, scalability. The list goes on and on. Calabrio has also provided a more centralized way to administrate recordings across the company … Incentivized Helpful? Nathaniel Brown Supervisor of Workforce Management Chose Calabrio ONE I have approximately a decade of experience using the Aspect Workforce management software package. Aspect has many power user functions that are not available in Calabrio. The strength of Aspect is that is has extensive power user options. The drawback to Aspect is that to be … Incentivized Helpful? Josie Trimnal Operations Quality Analyst - Calabrio Administrator Chose Calabrio ONE Calabrio is much easier to use, more dependable and an overall better product. Incentivized Helpful?	Playvox Verified User Anonymous Chose Playvox CCMath - Playvox was more intuitive to use Incentivized Helpful? MV Marina Vicente dos Santos Customer Services Team Lead Chose Playvox As far as my usage allows me to say, Scorebuddy did not open room for a dispute; in case the person evaluated does not agree with the rating she/he received, there is no possibility to document coaching and follow up on development or do the quiz for knowledge check. (I used … Incentivized Helpful? JN John Nessim Customer service agent Chose Playvox My quality coach through that gives me real examples of my failures attached to my photos and voices, which give me a real improvement of my total performance and following the quality coach guidelines and I used to get my results of coaching through it because that's UI is … Incentivized Helpful? MA Mark Ashraf Quality specialist analyst Chose Playvox Playvox is the best monitoring software I have ever seen, as other monitoring softwares don't support all tasks we need as a quality team, but in Playvox we can find all tasks we need, we can monitor the agents daily, we can make coaching sessions with the agents if they get … Incentivized Helpful? NI nada ibrahim Agent Chose Playvox Playvox stands in front of many obstacles, but it is working to develop it and there are not many problems in it unlike other things and applications, and I chose Playvox because it is useful and easy to use for small companies and works on developing the service provided in it … Incentivized Helpful? YS yussuf seliman Agent Chose Playvox Everything at Playvox is done in real-time, and our agents are working in real-time more and more these days. Playvox supplied the appropriate solution for our firm, which included intelligent decision-making and a real-time monitoring system. It's also a well-organized tool … Incentivized Helpful? AG Ahmed Gaber Communications Representative Chose Playvox Playvox shows the company how their agents are doing, and shows what are the real mistakes that agents are doing to try to solve it. Sessions in Playvox are too important for the teams to improve their skills that's why my company selected Playvox its the best way to improve … Incentivized Helpful? AA ahmed alsonbaty Agent Chose Playvox At Playvox, everything is done in real-time; today, our agents work more and more in real-time. Playvox provided our organization with the ideal answer, which was intelligent decision-making combined with a real-time monitoring system. It's also a well-organized tool for … Incentivized Helpful? AM ali mohamed Agent Chose Playvox Playvox was my first choice because it is the platform that my company employs. I've never worked on a platform like this before. Procedures, communications, and training were not saved in previous places where I worked; they were only transmitted verbally and occasionally in a … Incentivized Helpful? MF mahmoud fawzy Communications Representative Chose Playvox Playvox is the best at all points related to monitoring chats and calls also it's easy to use and all information is very clear and well organized which helps the managers to analyze agents' skills and performance, Playvox also is the best in coaching to help the agents learn … Incentivized Helpful? AS ahmed saleh agent Chose Playvox I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should … Incentivized Helpful? AA ahmed amir customr care representative Chose Playvox I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should … Incentivized Helpful? MM Mahmoud Magdi Agent Chose Playvox I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should … Incentivized Helpful? AD AHMED DAHROUG Agent Chose Playvox I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should … Incentivized Helpful? AM Amin Mohamed Agent Chose Playvox I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should … Incentivized Helpful? AT ahmed tarek agent Chose Playvox I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should … Incentivized Helpful? EA emad ahmed Vice President of Customer Support Chose Playvox I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should … Incentivized Helpful? SK shady khalifa customer care reprensenatative Chose Playvox I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should … Incentivized Helpful? MF moamen fares Agent Chose Playvox I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should … Incentivized Helpful? AM adel mohamed quality coach Chose Playvox I had a good experience with CloudTalk in my previous company but Playvox is much more flexible and easy to use compared to other apps Playvox can adapt with any business about monitoring and coaching Playvox have a great home page that shows data of agent every month and by … Incentivized Helpful? ME mohamed el maghraby qualitu coutch Chose Playvox I had a good experience with CloudTalk in my previous company but Playvox is much more flexible and easy to use compared to other apps Playvox can adapt with any business about monitoring and coaching Playvox have a great home page that shows data of agent every month and by … Incentivized Helpful? AH Ali Hassan Subject Matter Expert Chose Playvox I had a good experience with CloudTalk in my previous company but Playvox is much more flexible and easy to use compared to other apps Playvox can adapt with any business about monitoring and coaching Playvox have a great home page that shows data of agent every month and by … Incentivized Helpful? PH Pola Hany Qa analyst Chose Playvox Playvox helps us as a quality team to do all work tasks we have, as all our work tasks are provided in Playvox, as we can monitor the agents daily, coaching them immediately if they get any failure using Playvox, making gauge score by monitoring the evaluations which had been … Incentivized Helpful? Verified User Anonymous Chose Playvox Playvox is more convenient for users as well as for Performance Analysts to analyze the overall performance and goals, Easy to get access and implement without hurdles. Incentivized Helpful? MA Mahmoud Ashraf Chat Support Agent Chose Playvox Ease of analysis and use is one of the first reasons for choosing Playvox, as Playvox analyzed my performance very skillfully, which brought me great benefit in developing my performance and then increasing my financial return, and from my experience Playvox is one of the most … Incentivized Helpful?

Best Alternatives
	Calabrio ONE	Playvox
Small Businesses	8x8 Contact Center Score 7.5 out of 10	8x8 Contact Center Score 7.5 out of 10
Medium-sized Companies	Eleveo Score 10.0 out of 10	Eleveo Score 10.0 out of 10
Enterprises	Calabrio WFM Score 8.5 out of 10	Calabrio WFM Score 8.5 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Calabrio ONE	Playvox
Likelihood to Recommend	8.9 (0 ratings)	1.0 (0 ratings)
Likelihood to Renew	8.0 (0 ratings)	8.5 (0 ratings)
Usability	7.0 (0 ratings)	2.0 (0 ratings)
Availability	- (0 ratings)	9.1 (0 ratings)
Support Rating	6.0 (0 ratings)	3.8 (0 ratings)
Implementation Rating	7.0 (0 ratings)	8.5 (0 ratings)
Configurability	- (0 ratings)	6.4 (0 ratings)
Product Scalability	- (0 ratings)	6.4 (0 ratings)
Vendor post-sale	- (0 ratings)	8.1 (0 ratings)
Vendor pre-sale	- (0 ratings)	9.0 (0 ratings)

User Testimonials
	Calabrio ONE	Playvox
Likelihood to Recommend	If your company uses phones and needs recordings, the Calabrio ONE Quality Management is for you. Period. End of argument. It is hands down one of the best products of its type on the market. If you don't have a bunch of people you are needing to rotate through scheduling and no part time people, the WorkForce Management portion may not be for you as much as someone who has 200 employees in a contact center working across 3 shifts and needs to ensure phones are always covered at the right times. Incentivized Joel Severson Server System Administrator Read full review	Playvox is excellent for a team who knows exactly what they need in order to get better. You have full control to set your metrics, track the data and provide feedback. If you're a team looking for software that will create the solutions for you, look elsewhere. Playvox is a fantastic tool, but a terrible genie Incentivized Verified User Anonymous Read full review
Pros	The audio and screen recordings are done well at least with the collaboration with the Cisco platform. The platform is stable and does not fail much. The most resilient program for screen capture I have seen so far and I have used four platforms for QM. It is customizable and management of the platform is not that difficult. Incentivized Usama Ahmed Network Engineer II Read full review	It's easy to start evaluating since it pulls up all the data automatically. It is easy to generate reports as all the data is stored in its servers and we just download it. Filters make it easy to see our Associates' areas of opportunity and strengths. Incentivized Alvaro Gomez Email Support Associate Read full review
Cons	Our Version 9.3 needs a lot of improvement with sorting, filtering capabilities that I believe later versions address. Version 9.3 does not send notice emails to agents when a schedule has been changed. Our former software did. I believe newer versions have this feature. No "what if" function or module to test schedules/forecasts without Agents seeing their own schedules. If you want to "play with" scenarios, you have to use a time frame/schedule far into the future to prevent Agents from seeing this. I don't believe any of the newer versions have addressed this problem/issue. Agents are not able to submit Shift Preferences in Calabrio. Our former WFM software had that capability. Now I have to record Agents' preferences on an Excel spreadsheet and schedule regular intervals for which they can submit their preferences. Incentivized Gaye Stone Customer Service Analyst/Scheduler Read full review	The speed of loading the chat that I am evaluating for the customer service representative because sometimes it shows that there is an error in the load. Keep a lot of information It should have more languages for ease of control Incentivized Verified User Anonymous Read full review
Likelihood to Renew	Because I think they're ready for a multi-skilled contact center support or OMNI Verified User Anonymous Read full review	I do not think my organization has and 2nd thought of changing the Playvox because I am sure they cannot find another option that is as easy and smooth. There is no other option at all. Playvox is being used here in every department and the company cannot run without this. Now it is a basic need of this business Incentivized PERVEAZ AMJAD Customer Support Specialist Read full review
Usability	It would've been a higher rating if they're able to partner up with other platforms like Liveperson chat support and have a better sense of urgency when it comes to resolving issues Verified User Anonymous Read full review	Playvox is an easy-to-use platform, all features are intuitive, which makes navigation easy. I never found navigation problems, I was always able to find all the items I needed, all the information is well separated, what could improve is the possibility of moving some items, putting the ones that I use the most in evidence. Verified User Anonymous Read full review
Reliability and Availability	No answers on this topic	I don't think I've encountered software problems before Incentivized MA mohammed abbas Palm City Read full review
Performance	No answers on this topic	do pages load quickly? yes / Do reports complete in a reasonable time frame, given their complexity? yes i think / If Playvox integrates with any other software or systems, does it tend to slow them down? i don't know Incentivized MA mohammed abbas Palm City Read full review
Support Rating	Because, it took them time to coordinate back some updates for us when we had to report a few major issues. ie Volume data feed for our Email support/channel. I like the webinars, however to keep the community alive. I hope they improve the training modules too and how they training new WFM guys as part of their package Verified User Anonymous Read full review	We have had multiple live trainings (Zoom). The training at the beginning of the set up was top notch. We had some additional questions about coaching and they jumped on the opportunity to help us. We have a designated trainer and account manager. Incentivized CN Chrissie Nelms Contact Center Manager Read full review
Implementation Rating	No I don't have as I wasn't part of the implementation Verified User Anonymous Read full review	From the day first, we were active on Playvox and happy with the features. It does not take much time to understand its features and its performance. A few training sessions with 'How to use' and we are experts using Playvox. Incentivized PERVEAZ AMJAD Customer Support Specialist Read full review
Alternatives Considered	Calabrio One has far better customer engagement and customer service than the previous vendor. Calabrio is very easy to use and quick to obtain search results. We have had great success with Calabrio and are very happy with our move Beth Bax Assistant Director of Quality Assurance Read full review	As far as my usage allows me to say, Scorebuddy did not open room for a dispute; in case the person evaluated does not agree with the rating she/he received, there is no possibility to document coaching and follow up on development or do the quiz for knowledge check. (I used Scorebuddy 2 years ago). Incentivized MV Marina Vicente dos Santos Customer Services Team Lead Read full review
Scalability	No answers on this topic	I think it is the best rating based on my experience Incentivized MA mohammed abbas Palm City Read full review
Return on Investment	A positive return that we have had is the ability to see the portion of the day that we are likely to be over and under staffed and use that data to modify schedules to allow for overtime or additional time off of the phones. A negative impact that we have had is the additional use of WFM man hours to manually make changes to individual schedules since there is not a good option to quickly adjust several simultaneously. Being able to monitor agent calls and activity has given us the ability to retain and promote high performing agents and remove agents that are not well suited to the contact center. Incentivized Nathaniel Brown Supervisor of Workforce Management Read full review	Positive return motivation and learning[.] Negative return not continuous update[.] Positive return Guidance and assistance in my work[.] Negative return There are no pages to explain and facilitate access[.] Positive return Training to get back to better performance and learn from mistakes[.] Negative return no abbreviation[.] Incentivized MT muhammed taha dispatcher Read full review
ScreenShots	Calabrio ONE Screenshots	Playvox Screenshots