Every day, resource planners and supervisors battle the same challenge: making sense of sudden spikes in call volume or unexpected shifts in handle time. Forecasts and schedules tell you what is happening, but not why. And too often, the “why” sits in another system, owned by another team, revealed only after the fact.  

That’s a silo problem.
 

That’s why we’re excited to introduce Trending Topics in Calabrio WFM, an AI-powered enhancement that surfaces cross-application insights directly within the workforce management (WFM) platform. With Trending Topics, contact centers finally get the missing piece of intraday optimization: contextual intelligence that explains the “why” behind spikes in volume or handle time. 

Why Trending Topics Matters

Traditional WFM tools excel at forecasting and scheduling, but they fall short when unexpected changes occur during the day. Contact center leaders are left reacting with limited information, often waiting for post-mortem analysis to understand what went wrong. 

Trending Topics changes the game. By analyzing conversations and interactions across channels, it identifies emerging themes driving fluctuations in performance, whether it’s a product recall, billing issue, or surge in demand triggered by a marketing campaign. 

The result? Managers can act in the moment, armed with timely insights that reduce costs, improve customer experience, and boost agent engagement. 

How It Works

Trending Topics are surfaced directly inside Calabrio WFM. When spikes in volume or handle time occur, managers see the specific themes or issues driving those changes. From there, they can: 

• Quickly adjust staffing based on emerging trends 
• Proactively fine-tune schedules to match evolving customer conversations 
• Launch targeted coaching or training 
• Escalate emerging concerns before they spread 

All of this happens seamlessly, within the familiar WFM interface, without switching between tools or piecing together fragmented data. 

Unified Intelligence Across the Suite: Workforce + Conversation

With Trending Topics in WFM, Calabrio delivers unified intelligence across the suite—bringing Workforce Intelligence together with Conversation Intelligence in one integrated experience. 

Workforce Intelligence reveals what is happening, like spikes in volume or handle time. 

Conversation Intelligence shows what customers are actually talking about.  

And together, they explain why performance is shifting, so leaders can act faster and smarter. 

This unified view transforms raw data into actionable insights, helping contact centers bridge the gap between staffing efficiency and exceptional customer experience. Instead of toggling between tools, managers get a single, AI-powered source of truth for smarter decision-making. 

Smarter WFM, Built In

Trending Topics transforms WFM from reactive to proactive. By surfacing the “why” when and where it matters, contact centers gain the clarity to make confident decisions that reduce costs, improve customer satisfaction, and drive operational excellence. 

And because it’s embedded in Calabrio ONE, customers don’t have to worry about bolt-on complexity. It’s smarter WFM, with built-in intelligence. 

Ready to see Trending Topics in Action? Book a demo to learn how Calabrio WFM with Trending Topics can empower your contact center to act faster, smarter, and with greater confidence. 

There’s a boundary in our universe called the Kármán line, about 62 miles (100 kilometers) above Earth. Below it, we’re in the comfort of the atmosphere, where airplanes fly and gravity still feels familiar. But cross that line, and you’re officially in space, where the rules change forever, the possibilities expand, and the view is unlike anything you’ve seen before. 

At Calabrio C3 (Calabrio Customer Connect) in Dallas on September 14–16, Raj Shankar, Global Head of Product at Calabrio, took the stage to talk about this very idea: the Kármán Line. C3 is Calabrio’s largest annual customer user event, a place where bold ideas meet real-world innovation. Raj’s message was clear: to transform the contact center, we must have the courage to push beyond the familiar atmosphere and cross into new territory where the rules, and opportunities are entirely different. 

In many ways, the work we do is no different… 

Below the Line: Comfort, Familiarity, and Incrementalism

Staying “below the line” means building safe, incremental solutions. They’re predictable, familiar, and comfortable, the business equivalent of cruising at 30,000 feet. 

In the contact center, Quality Management (QM) and traditional Workforce Management (WFM) sit here. They’re necessary and valuable, but they operate within the known atmosphere. They help teams function, but they don’t yet transform the game. 

• QM is below the line: reviewing calls, scoring performance, checking compliance. 
• WFM is below the line: forecasting, scheduling, and adherence tracking. 

Both are critical foundations. But foundations alone don’t launch rockets. 

Above the Line: Bold Innovation & Infinite Possibility 

To truly innovate, you have to break free from the pull of “yesterday’s wings.” You need new propulsion, bold imagination, and the courage to cross the line into the unknown. 

That’s where Calabrio Conversation Intelligence and Calabrio Workforce Intelligence live. 

• Calabrio Conversation Intelligence is above the line: Instead of manually reviewing a small sample of calls, Conversation Intelligence unlocks 100% of customer interactions across voice and digital. It uses AI to surface themes, sentiment, and emerging issues at scale. This means leaders can finally understand what customers truly feel, what agents really need, and where processes can evolve, not in hindsight, but in real time. It transforms Quality Management into a proactive, insight-driven practice.
• Calabrio Workforce Intelligence is above the line: Announced at Calabrio C3 2025 in Dallas, Workforce Intelligence reimagines traditional Workforce Management. It doesn’t just forecast and schedule shifts, it leverages advanced analytics to predict behaviors, optimize capacity, and provide a full view of agent well-being, performance trends, and organizational health. By bringing together operational data, employee sentiment, and AI-driven insights, Workforce Intelligence gives leaders a new dimension of visibility and control to drive both efficiency and employee experience.

Above the Kármán line, the rules are different. You’re not just managing – you’re transforming. You’re not just scheduling—you’re anticipating. You’re not just listening—you’re understanding. 

The Courage to Cross 

Crossing the line isn’t easy. It takes persistence, risk-taking, and teamwork. But once you’re across, the possibilities are endless: 

• You see what others cannot. 
• You redefine the boundaries of what’s possible. 
• You don’t just react to change, you shape the future. 

That’s exactly what Calabrio is doing: empowering contact centers with solutions that don’t just keep pace but leap ahead—above and beyond the Kármán line. 

Because true innovation doesn’t live in Earth’s atmosphere. It lives where vision meets courage, and where possibility knows no limit.

Ready to Go Above the Line? 

Discover how Calabrio can help your contact center cross the Kármán Line—transforming the way you connect with customers, empower agents, and shape the future of work. 

Find out more about Calabrio. Book a demo today and see how we’re fueling growth through the intelligence of people, conversations, and technology. 

Traditional Workforce Management (WFM) was built for yesterday’s processes and demands. Static, rule-based systems, whether on-premise or cloud-hosted, legacy WFM can’t keep pace with today’s volatile, omnichannel contact centers.  

That’s why Calabrio is redefining the category with the launch of Calabrio Workforce Intelligence: a cloud-native, AI-first solution that delivers real-time agility, deeper intelligence, and smarter automation. 

With Calabrio WFI, forecasting, scheduling and intraday management, are no longer reactive processes. They are AI-driven, autonomous, and continuously learning—enabling contact centers to outpace change, not chase it. This is the future of workforce optimization: built for agility, tuned for performance, and designed around the agent.

From Erlang to AI: A Century of Workforce Evolution

More than 100 years ago, Danish mathematician Agner Krarup Erlang laid the mathematical foundation for workforce planning. His formulas helped early telephone operators predict call volumes and staff accordingly. The principles he introduced, forecasting demand, scheduling staff, and ensuring the right number of people were available at the right time, defined the birth of WFM. 

For decades, WFM systems extended these principles. They provided forecasts, built schedules, and monitored adherence. But while Erlang’s math remains relevant, the legacy systems that grew out of it are static, siloed, and slow. In a world of remote work, omnichannel complexity, and unpredictable demand, legacy WFM has become more of a bottleneck than a solution.

Why Legacy WFM Fails Modern Contact Centers 

Despite AI “bolt-ons,” legacy WFM still suffers from structural flaws: 

• Rigid Forecasting: Built on historical averages, not real-time dynamics. 
• Manual Intraday Adjustments: Reactive firefighting instead of proactive optimization. 
• Agent Disempowerment: Limited flexibility and lack of autonomy fuel burnout and attrition. 
• Fragmented Architecture: Siloed systems that drive higher IT costs and stall innovation. 

The result with many solutions: missed forecasts, broken schedules, disengaged agents, rising costs, and declining customer satisfaction.

Calabrio’s Legacy of Firsts

Calabrio has always led the way in reimagining WFM. We pioneered: 

• Multi-skill forecasting, matching modern complexity. 
• Agent self-scheduling, putting flexibility in employees’ hands. 
• Cloud-native WFM, eliminating legacy infrastructure barriers. 

Each innovation represented a step toward agility, empowerment, and intelligence. Now, Calabrio Workforce Intelligence is the next leap forward. 

The Calabrio Workforce Intelligence Advantage

Calabrio WFI is different because AI isn’t bolted on—it’s built into the core. Intelligence drives every function, enabling contact centers to move from static planning to continuous optimization. 

• Scalable, Cloud-Native Agility: Enterprise-grade, built for resilience and speed. 
• AI Embedded at the Core: Forecasting, scheduling, intraday management—all powered by AI. 
• Autonomous Agility in Real Time: Instant schedule and staffing adjustments when the unexpected hits. 
• Continuous Learning: Gets smarter every day by absorbing operational, conversational, and performance data. 
• Agent-Centered Design: From self-scheduling to personalized coaching, WFI empowers employees to thrive. 

Outpacing Change

The demands on contact centers have never been higher. Customers expect instant, personalized, omnichannel support. Workforces are more distributed and flexible than ever. And attrition, cost pressures, and shifting demand make agility non-negotiable. 

Legacy WFM tools try to manage the chaos. Calabrio Workforce Intelligence eliminates it, giving contact centers the power to anticipate, adapt, and act in real time with AI at the core and empowering features like: 

• Agent Assist: Give your agents greater autonomy, flexibility, and instant answers to scheduling questions. Our Agentic AI-powered workforce copilot enables real-time, context-aware, and compliant self-service scheduling through natural, human-like interactions via mobile and desktop. 
• Supervisor Assist: Free your managers to focus on tasks and insights that matter most with an AI-powered assistant designed for their needs. Coming soon to WFI, Supervisor Assist will proactively analyze risks, detect anomalies and trends, and surface actionable coaching recommendations in real time. 
• Predictive Actions: What if you could not only detect issues as they emerge but predict their impact and prioritize the right actions? Predictive Actions will empower contact center operations by doing just that, driving real-time adaptation and smarter decision-making that boosts service levels and elevates customer experiences.

This is not evolution. This is reinvention. This is Workforce Intelligence. 

Ready for What’s Next

Now couldn’t be a better time to be a Calabrio customer. With Workforce Intelligence, you’re not just keeping up with change—you’re outpacing it. You’re leading the shift toward AI-first, agent-centered, real-time workforce optimization that will define the future of customer experience. 

Whether you’re looking to reduce costs, empower your agents, or deliver the seamless service your customers demand, Calabrio Workforce Intelligence puts you in the driver’s seat. 

Learn more about how Calabrio Workforce Intelligence can transform your contact center, and why the future belongs to those who act today. Book a demo today.

For decades, Workforce Management (WFM) has been the backbone of contact centers, helping leaders forecast demand, schedule staff, and monitor performance. Throughout that time, Calabrio has set the standard, pioneering new capabilities and helping organizations stay ahead of every shift in the market.

Now, as the contact center becomes the beating heart of customer experience, the industry is entering a new era. AI is no longer optional, it’s essential. Today, 98% of contact centers are leveraging AI, and leaders agree it’s not only improving satisfaction but transforming contact centers into true strategic value drivers.

Incremental improvements just aren’t enough anymore. What’s needed is a transformation of WFM, built for agility, scale, and real-time adaptability. That’s why we created Calabrio Workforce Intelligence (WFI): a first-of-its-kind solution with AI at the core, not layered on top, designed to keep our customers not just ready for change, but ahead of it. 

This isn’t an upgrade—it’s a transformation. With Calabrio Workforce Intelligence, contact centers can anticipate demand shifts, adapt staffing on the fly, and act with confidence in the moment. Unlike static, siloed legacy systems, WFI is cloud-native, always learning, and built to unify enterprise data and apply intelligence. Supervisors stay firmly in control, reviewing insights, choosing the best option, and approving the next move, while AI takes care of the heavy lifting. 

What Makes Calabrio Workforce Intelligence Different? 

Traditional WFM optimizes schedules and tracks performance. Calabrio Workforce Intelligence goes further, enhancing every capability with AI at the core. Calabrio Workforce Intelligence unifies enterprise data, applies advanced intelligence, and delivers proactive insights that turn Workforce Management into a true driver of agility and competitive advantage. 

It continuously adapts forecasts to improve accuracy, automatically reshapes schedules to eliminate intraday disruptions, and empowers employees with agent-centric scheduling. Autonomous decision-making accelerates responsiveness while freeing WFM teams to focus on strategy. And with contextual intelligence and built-in expert guidance, Calabrio Workforce Intelligence combines performance and scheduling data to power smarter, people-first planning. 

This isn’t WFM as the world has known it. This is Calabrio Workforce Intelligence, the next leap forward. 

The Calabrio Workforce Intelligence Advantage

Calabrio Workforce Intelligence keeps organizations ahead of both customers and competitors by aligning resources precisely with demand and ensuring seamless, omnichannel service at scale. It also builds resilience against workforce volatility, whether from remote work, gig models, or shifting employee expectations. 

By improving forecasting accuracy, balancing workloads, and giving agents more control, WFI reduces churn and stabilizes retention while lowering hiring and training costs. And as automation handles routine tasks, WFI ensures the most complex, emotionally charged conversations are handled by skilled, well-prepared agents who deliver empathetic, exceptional service when it matters most. 

Meet Calabrio Agent Assist: Your AI-Powered Copilot 

Launching alongside Calabrio Workforce Intelligence is Calabrio Agent Assist, your AI-powered Agent Copilot, that empowers agents and saves managers time. Conversation, intelligent, and policy-driven, it enables agents to manage scheduling tasks like checking shifts, requesting time off, or volunteering for overtime, in real time, in more than 50 languages. 

Available in both the Calabrio Mobile App and Calabrio WFM MyTime app, Agent Assist uses natural, human-like language to meet agents where they are. By eliminating delays, tickets, and guesswork, it provides clarity and control for employees while giving managers back valuable time. 

Coming Soon: Predictive Actions 

Predictive Actions is an AI-powered assistant for contact center operations that helps WFM Managers and Real-Time Analysts detect issues in real time, predict their impact, and act immediately. Instead of tracking multiple dashboards, they get early warnings on service levels, occupancy, adherence, and forecast accuracy—with recommended actions like redistributing workload, adjusting schedules or breaks, offering overtime, modifying staffing, or re-forecasting. 

Coming Soon: Supervisor Assist 

After empowering agents with Agent Assist, Calabrio is all set to extend AI to supervisors with Supervisor Assist. Instead of digging through multiple dashboards, supervisors can simply ask questions in plain language and instantly get answers. Fully embedded in WFI, Supervisor Assist consolidates absence and schedule requests, provides quick snapshots of upcoming changes, and spots adherence anomalies—helping supervisors act faster and focus more on coaching and team support. 

Stay Ahead with Calabrio Workforce Intelligence

Calabrio has always led the evolution of WFM. With Calabrio Workforce Intelligence, we’re leading it again. Powered by next-generation AI, WFI helps businesses outpace disruption, boost efficiency, and elevate both the customer and employee experience. 

With Calabrio, the contact center is no longer reactive, it’s agile, intelligent, and built for the future.

Book a demo today and see how Calabrio Workforce Intelligence is redefining Workforce Management. With AI at the core, you’ll drive efficiency and outpace change. 

Alvaria handles contact center management well, but it can feel heavy, rigid, and overpriced, especially for growing teams.

We have compared various alternative platforms in real-world environments like call routing, self-service, analytics, and agent experience.

These are the 8 best Alvaria competitors and alternatives that actually outperform it, with better flexibility, smarter automation, and faster ROI for 2025.

1. Calabrio ONE
2. Five9
3. Genesys Cloud CX
4. Talkdesk
5. Avaya Experience Platform
6. 8×8 Contact Center
7. NiCE CXone
8. Verint Monet

What it does: Calabrio ONE is a full-suite workforce engagement platform that combines quality management, workforce management, interaction analytics, and call recording into a single, cloud-based solution for modern contact centers.

Who it is for: It’s designed for contact center leaders, workforce planners, QA managers, and CX teams who need to manage agent performance, automate scheduling, and gain actionable insights from customer interactions in one place.

Calabrio is designed for contact centers that want better visibility, smoother operations, and more control. Unlike Alvaria, which can feel complex to use, Calabrio ONE offers a clean interface with built-in automation for quality, scheduling, and analytics.

You can track agent performance, spot coaching needs early, and view call data in simple, actionable dashboards without digging through menus or handling tedious admin work.

The Workforce Management (WFM) module helps your team forecast demand more accurately and build schedules that adapt in real time. Real-time adherence tracking and AI-driven scheduling help reduce overstaffing and idle time, which means lower costs and happier agents, especially in fast-paced environments.

Calabrio ONE’s Conversational Intelligence features like bot analytics, call recording, and interaction analytics let you monitor 100% of customer interactions and run detailed evaluations.

Apart from that, auto-scoring and sentiment analysis highlight risky conversations, so your QA team can focus on what really matters. Compared to Alvaria’s outdated reporting, Calabrio gives you faster, more useful insights. 

Our native analytics turn raw voice and text data into trends, alerts, and performance metrics. You don’t need an external BI tool or custom APIs to extract value. But if you need them, open APIs and CRM integrations are available to fit right into your enterprise workflows. 

Calabrio ONE gives you everything needed to manage people, performance, and CX in one simple platform.

Pros

• All-in-One WEM Platform: Combines workforce management, quality assurance, call recording, and customer interaction analytics in a single tool, no need to juggle multiple systems or vendors.
• Real-Time Agent Analytics: Tracks live performance metrics, flags underperforming agents, and identifies coaching opportunities instantly. You can spot issues as they happen, not after the damage is done.
• Accurate, AI-Powered Scheduling: The WFM engine uses real-time data and AI forecasting to build schedules that match call volume trends. It cuts down idle time, avoids overstaffing, and improves agent satisfaction.
• 100% Interaction Coverage with Auto-Scoring: Every voice and digital interaction is recorded and scored using AI, no need to manually sift through calls. QA teams can focus on exceptions, not repetition.
• Clean, Modern Interface: Unlike older platforms like Alvaria, Calabrio ONE has a streamlined dashboard that requires little training. Users can generate reports, manage schedules, and view QA insights without technical help.
• Built-In Sentiment and Speech Analysis: Quickly surface calls with negative sentiment or compliance risks so managers can take immediate action. Saves time and improves compliance outcomes.
• Seamless Integrations and Open APIs: Works out of the box with leading CRMs, ticketing tools, and internal systems. You can extend functionality without needing custom development from day one.
• Great Fit for Scaling Teams: Whether you’re managing 50 or 5,000 agents, the platform scales smoothly across departments and locations, ideal for fast-growing contact centers that don’t want to re-platform later.

Cons

• Custom workflows need onboarding support

If Alvaria feels too complex or admin-heavy, Calabrio is the smarter, faster alternative. Schedule a demo to learn more today.

What it does: Five9 is a cloud-based contact center platform with omnichannel routing, predictive dialers, and AI tools to help large teams manage inbound, outbound, and blended communications from one unified interface.

Who it is for: It’s built for CX leaders, BPO teams, and compliance-heavy industries like healthcare and finance that need secure, scalable, and automated customer engagement tools across voice, chat, email, and social.

Five9 adds value with intelligent automation, smart dialers, and a unified workspace for agents. The predictive dialer reduces idle time significantly, making it useful for outbound-heavy operations. With skill-based routing and IVR, agents connect with the right customers faster, which improves both experience and resolution times.

The Workforce Engagement Management (WEM) tools support accurate forecasting, adherence tracking, and agent shift bidding. These features help manage large or remote teams more efficiently. For teams that need greater depth in coaching, automation, or analytics, integrating Calabrio ONE with Five9 can get you even more value. While Five9’s WEM features cover key workforce functions, Calabrio adds advanced capabilities like automated quality evaluations, customizable scorecards, self-scheduling, and real-time performance insights.

This seamless integration gives contact centers the tools to elevate both agent engagement and service quality, without introducing complexity or disrupting existing workflows.

Real-time alerts and performance dashboards allow supervisors to respond quickly to issues as they happen. The agent interface is easy to adapt to, but admins may need training to configure advanced workflows or customize workforce settings.

AI tools like sentiment analysis, agent assist, and speech analytics, flag risky interactions and support quality control during live calls. Five9 handles basic automation without extra tools, but building custom reports or complex flows often needs help from support or internal developers.

Customer Thoughts on Five9

Five9 is a well-known name in the contact center space, but user reviews point to several pain points. Some customers share that getting help from customer support can be extremely difficult, with hours-long wait times and limited resolution. Others report that tier-1 support lacks expertise and escalations rarely provide clear answers, leaving them frustrated when technical issues arise.

System stability is another theme in reviews. For example, users mention that the platform glitches and sometimes fails to record calls; a critical problem for those relying on accurate call capture. On the admin side, feedback suggests that making even small configuration changes requires contacting support, which slows down daily operations and adds unnecessary complexity.

Pros

• Powerful predictive dialers
• Strong WEM + QA tools
• Reliable compliance and uptime

Cons

• Customer support can be unresponsive and difficult to reach
• Tier-1 agents often lack technical knowledge and escalations don’t resolve issues
• Frequent glitches and missed call recordings
• Compatibility issues reported with Mac systems
• Admin tasks require support intervention for simple changes

If you’re running large campaigns in a regulated industry, Five9 gives you the scale, security, and automation Alvaria offers, but with better AI and cleaner omnichannel control in a modern CCaaS setup.

What it does: Genesys Cloud CX is a powerful, cloud-native platform for managing voice, chat, email, SMS, and social interactions with built-in AI, WEM, analytics, and seamless journey orchestration.

Who it is for: It’s made for enterprise contact centers in finance, healthcare, telecom, or BPOs that need a secure, scalable platform to manage customer experience across all channels in one system.

Genesys Cloud CX offers modular scalability, allowing teams to start with voice and add digital channels, bots, and WEM tools when needed. The AI Copilot supports agents in real time, helping them handle complex conversations more efficiently.

Its WEM suite includes accurate forecasting, adherence tracking, shift bidding, gamification, live coaching, and performance dashboards in a single interface.

Compared to Alvaria, the modern UI speeds up onboarding and reduces learning time for new users. Genesys also includes predictive routing, virtual agents, and journey analytics that personalize the customer experience and improve resolution speed.

However, you’d need to get higher-tier plans or paid add-ons for advanced features, which can increase the total cost.

Customer Thoughts on Genesys Cloud CX

Genesys Cloud CX is widely adopted for its omnichannel capabilities, but reviewers point out recurring challenges. Some users report that Genesys Cloud CX with outages and crashes, which directly affects performance and agent productivity. Others highlight that the chat and email tools are limited and often buggy, making it harder to manage customer communications efficiently.

Still, for high-volume, AI-ready contact centers, Genesys Cloud CX can provide a strong mix of automation, flexibility, and omnichannel support that grows with business needs.

Pros

• Strong AI + WEM suite
• Seamless omnichannel routing
• Scales with your needs

Cons

• Reliability issues with outages and crashes
• Agents occasionally kicked out of queues or disconnected
• Chat and email tools are limited and buggy
• Email client can block attachments and feels unintuitive

Genesys Cloud CX is a flexible, enterprise-ready platform that combines smart automation, strong WEM, and full-channel support. It’s a serious alternative to Alvaria if you want scalability, ease of use, and rich AI, but be prepared for the premium.

What it does: Talkdesk is a cloud-based contact center platform with omnichannel routing, AI-powered automation, dialers, analytics, and workforce tools in one solution for enterprise customer engagement.

Who it is for: It’s ideal for regulated industries like finance and healthcare, BPOs, and large retail or utility contact centers looking to deploy AI-driven workflows and scale customer support operations.

Talkdesk provides strong automation through its AI orchestration engine (CXA). It automates customer journeys, supports outbound campaigns, and gives real-time help to agents.

The Agentic Outbound tools can reduce missed appointments and follow-ups by triggering voice or SMS reminders automatically.

The low-code Studio tool lets teams build IVRs, set triggers, and create workflows using a visual interface, cutting down the need for constant developer support. This makes automation easier to manage, though setting up advanced logic can still take time to learn.

Real-time analytics and live dashboards help supervisors monitor key metrics, review screens, and check call recordings during active sessions. To build on these capabilities, many teams integrate Calabrio ONE to access deeper coaching workflows, automated evaluations, and advanced sentiment analysis. 

While Talkdesk provides solid real-time visibility, Calabrio adds the tools needed to act on that data more effectively, turning live insights into targeted feedback, faster interventions, and long-term performance improvement. The integration is seamless and helps teams drive greater impact without adding operational overhead.

However, performance can dip during peak traffic, and the mobile app lacks full feature parity with the desktop version. These issues can cause delays for global or high-volume teams.

Customer Thoughts on Talkdesk

Talkdesk is known for its scalability, but some reviews mention that Talkdesk, especially when dealing with billing or account issues. Others report that integrations aren’t always seamless, with the Salesforce and QA tool connections being unreliable, which can disrupt analytics and high-volume workflows.

Pros

• AI-first automation engine
• Omnichannel and outbound support
• 60+ native integrations

Cons

• Support can take too long to respond
• Billing transparency is limited
• Integrations with Salesforce and QA tools may be unreliable
• Autodialer struggles in fast-paced environments

What it does: Avaya Experience Platform merges CCaaS, UCaaS, and CPaaS into a single cloud or hybrid platform with built-in AI orchestration, omnichannel routing, and workforce tools for enterprise-grade communication and compliance.

Who it is for: It’s best for large enterprises, public sector orgs, or regulated industries needing AI-powered CX, hybrid deployments, and tight data control across thousands of contact center agents.

Avaya offers hybrid deployment flexibility, letting companies run both cloud and on-premise services while managing everything from a central dashboard.

This approach works well if your organization has strict data residency rules or legacy infrastructure that can’t fully move to the cloud.

The AI orchestration engine supports agent assist, sentiment detection, and bot automation across channels. Businesses can use their own AI models or integrate third-party tools through open APIs, helping to automate common inquiries at scale.

The low-code flow builder lets you customize routing and workflows, but you need a lot of technical knowledge to configure these tools. Teams without IT support may struggle with setup and design. For organizations looking to strengthen workforce engagement alongside AI automation, Calabrio ONE offers a natural extension. 

While Avaya provides strong omnichannel and AI orchestration, pairing it with Calabrio adds advanced capabilities like automated quality management, self-scheduling, and in-depth performance analytics. This integration allows businesses to complement their automation strategy with tools that boost agent productivity, support smarter coaching, and deliver a more balanced, people-first contact center experience.

Customer Thoughts on Avaya Cloud Office

Avaya Cloud Office is positioned as a comprehensive solution, but reviews suggest the customer experience can be uneven. Some users mention that setup and onboarding feel disorganized, with miscommunication between teams and delays in getting systems fully operational. Others report that the platform can be unstable at lower tiers, with frequent crashes that disrupt both agents and customers.

Pros

• Hybrid deployment flexibility
• Strong AI and bot support
• Enterprise-grade reliability

Cons

• Setup and onboarding can feel disorganized
• Lower product tiers are prone to frequent crashes
• Calls on hold may drop unexpectedly
• User interface can be confusing for staff unfamiliar with the system

Avaya Experience Platform is built for serious enterprise operations that need secure, hybrid, AI-driven communication at scale. If your team meets the size and resource requirements, it’s a powerful solution that delivers long-term value and control.

What it does: 8×8 Contact Center is a cloud-native platform featuring voice, chat, email, SMS, AI features, and workforce tools in a unified workspace built for small to mid-sized customer-facing teams.

Who it is for: It’s made for SMBs and mid-market companies that need a dependable, all-in-one contact center platform with omnichannel, analytics, and AI, without the complexity or cost of enterprise-grade solutions.

8×8 has a unified interface that allows agents and supervisors to manage all channels like voice, chat, email, from a single screen. This setup reduces tool switching and improves response time.

The platform includes real-time agent assist, call transcription, and speech analytics, which support QA and coaching without needing extra tools. These features are often premium in other platforms but come bundled here at a more accessible price. 

For teams that want to go further with workforce engagement and performance optimization, integrating Calabrio ONE can add significant value. While 8×8 provides built-in QA and analytics, Calabrio enhances the experience with automated evaluations, self-scheduling tools, and customizable coaching workflows. This allows contact centers to scale more effectively, reduce manual processes, and create a more empowered and agile agent experience; all while keeping their existing 8×8 infrastructure in place.

Virtual agents help deflect routine queries, improving efficiency. However, some advanced AI functions require vendor upgrades or third-party tools for full functionality. The analytics dashboard is customizable, letting users set alerts and track live performance trends. These tools help managers respond quickly to issues.

Customer Thoughts on 8×8 Contact Center

8×8 Contact Center offers a wide set of features, but reviews highlight challenges around service and reliability. Some users say that customer support can feel 8×8 Contact Center, with critical issues going unresolved for days. Others report that the platform struggles with outages and software updates that break existing functionality, creating frustration for teams that rely on it daily. A number of reviewers also mention difficulties integrating the system with CRMs, often requiring months to get it working properly.

Pros

• Solid call reliability
• AI and analytics included
• Unified agent/supervisor workspace

Cons

• Customer support feels unresponsive and lacking product knowledge
• Outages and updates occasionally disrupt functionality
• Integrations with CRM systems can take months to configure
• Feature set lags behind some competitors

8×8 Contact Center is a strong pick for SMBs or mid-sized teams wanting omnichannel reach, baked-in AI, and analytics, without managing heavy infrastructure. Just prepare for some vendor back-and-forth and tier upgrade decisions as your team grows.

What it does: NiCE CXone is a full-featured CCaaS platform combining omnichannel communication, AI automation, workforce tools, and advanced analytics for large-scale contact centers in regulated industries.

Who it is for: It’s designed for large enterprises and BPOs in finance, telecom, and healthcare that need advanced customer experience orchestration, compliance readiness, and deep integration flexibility across global teams.

If you want AI to help your agents in real time, NiCE CXone can be a good choice. Tools like Copilot, chatbots, and predictive routing guide conversations, speed up resolutions, and lower the chance of escalations.

The Workforce Engagement suite is built for big teams. You get forecasting, schedule adherence, quality coaching, and gamification in one place. Supervisors can track team performance easily and spot coaching needs fast.

CXone also gives you detailed analytics and customer journey insights, which help improve decisions and service quality.

But keep in mind, the admin panel is complex. It takes training to get the most out of it, especially if you’re setting up custom flows or deep integrations.

CXone works best when you can fully use everything it offers. For large contact centers that care about compliance, AI automation, and performance tracking, it can deliver strong long-term results.

Customer Thoughts on CXone Mpower

CXone Mpower is positioned as a leading platform, but reviews highlight recurring challenges. Some users mention setup and deployment can be slow and problematic, with issues surfacing well after go-live. Others say that support feels unresponsive and prone to major errors, including misconfigured numbers and unanswered requests.

Customers also report that the system is unreliable, with frequent stalls and error messages, making it difficult to maintain smooth operations. Finally, many note that reporting is confusing and inconsistent, leading to frustration for agents and managers alike.

Pros

• Robust AI and WEM tools
• Deep CRM and UC integrations
• High voice quality and reliability

Cons

• Setup and deployment can be lengthy and error-prone
• Support is slow and sometimes introduces major mistakes
• Frequent errors and reliability issues disrupt work
• Reporting is overly complex and inconsistent

NiCE CXone is a premium solution for large contact centers focused on compliance, AI automation, and workforce performance. If your team can invest in onboarding and scale, it delivers unmatched depth in omnichannel customer experience.

What it does: Verint Monet is a cloud-based workforce engagement platform that combines workforce management, performance tracking, and quality management into one solution for mid-size to large contact centers.

Who it is for: It’s best for blended contact centers and help desks that need integrated scheduling, adherence monitoring, and performance coaching across voice and digital channels, without managing multiple disconnected tools.

Verint Monet can save you from juggling separate tools for scheduling, performance, and quality. It brings everything (forecasting, real-time dashboards, agent coaching, and more) into one place so you don’t waste time jumping between systems.

You can track adherence and daily trends instantly, which means you’ll spot issues early and fix them before they snowball. The forecasting engine works well for both short-term and long-term planning, even if you’re managing multiple skills or channels.

You also get shift bidding, time-off handling, and intra-day edits, but the scheduling interface takes effort. Some tasks need too many clicks, and things can feel slow when you’re doing them daily.

It plays well with tools like Salesforce, Zendesk, and ServiceNow. Data syncs both ways, and agents don’t have to switch tabs while working. That saves time and keeps everything smoother.

Most teams get up and running in under two months, which is great if you don’t want a long rollout. It’s built for mid-sized teams that need a complete WFM + QM suite without the pain of a heavy enterprise setup.

It’s also important to note that Verint is undergoing an acquisition as well. We’re yet to see how it impacts their platform. But, traditionally when a tool like this undergoes an acquisition, thing change and, most of the time, not in the interest of the customer.

Customer Thoughts on Verint

Verint Workforce Management is a long-standing solution, but reviews show areas where the experience could improve. Some users note that the Verint Monet, making day-to-day use less intuitive. Others add that the reporting modules are difficult to navigate, leaving teams without the clarity they need for performance insights.

Pros

• Unified WFM + QM + performance in one platform
• Fast deployment and CRM integration
• Accurate forecasting across channels

Cons

• Interface feels outdated and less user-friendly
• Reporting tools are dated and difficult to use
• Steep learning curve with too many steps for new users
• Call transcription accuracy is low

Verint Monet is ideal if you want a unified WFM and performance suite with fast implementation and deep CRM integrations. While it lacks polish in some areas, its value lies in operational efficiency, especially for mid-market contact centers aiming to scale.

The best Alvaria alternative in 2025 should do more than just handle calls or track schedules. It should:

• Support compliance-heavy operations across inbound and outbound workflows
• Provide a unified platform for WEM, QA, and analytics
• Be flexible enough to run in cloud, hybrid, or on-prem environments
• Deliver better usability, automation, and support than Alvaria’s legacy stack

To find the best options, we tested over a dozen platforms using the same real-world criteria. Here’s what we focused on:

The best Alvaria alternative in 2025 should do more than just handle calls or track schedules. It should:

• Support compliance-heavy operations across inbound and outbound workflows
• Provide a unified platform for WEM, QA, and analytics
• Be flexible enough to run in cloud, hybrid, or on-prem environments
• Deliver better usability, automation, and support than Alvaria’s legacy stack

Here are the factors we considered when creating this list.

Omnichannel Support That Actually Works

Alvaria built its reputation on strong dialers and omnichannel capabilities, making this a critical evaluation point for any alternative. The best platforms today handle both inbound and outbound operations seamlessly, routing calls, emails, and chats through unified queues without the complexity of separate modules. 

Outbound dialers need robust compliance features for TCPA and DNC requirements, while blended campaigns should run smoothly without requiring administrators to jump between different interfaces or manage disconnected systems.

Meeting Enterprise Compliance Standards

Most Alvaria customers operate in regulated industries, which means any viable alternative must excel at security, compliance, and reliability. The leading platforms meet HIPAA, PCI, GDPR, and other industry certifications as a baseline, but they go further by backing uptime commitments with meaningful SLAs. 

Granular access controls and comprehensive audit logs aren’t optional features anymore. They’re essential for maintaining compliance in healthcare, financial services, and other regulated sectors.

Unified Workforce and Quality Management

One of Alvaria’s traditional strengths has been combining workforce management with quality assurance under one roof, and modern alternatives have taken this integration even further. 

Real-time forecasting and adherence tracking now come standard, but the best platforms make these features actually usable for supervisors who need to evaluate calls, monitor screens, and coach agents without switching between multiple tools. Performance tracking has evolved from complex reporting modules to actionable dashboards that drive immediate improvements.

The Admin Experience Revolution

Where Alvaria’s admin experience often feels complex and dated, newer platforms have prioritized clean, intuitive interfaces that reduce setup time and technical dependencies. Building call flows and configuring queues no longer requires deep technical expertise or lengthy professional services engagements. 

Modern platforms recognize that faster deployment and easier scaling directly impact ROI, so they’ve invested heavily in user experience improvements that make dashboards functional without third-party tools and reduce onboarding from weeks to days.

Integration Depth That Matches Reality

Contact centers run on interconnected technology stacks, with most Alvaria users relying heavily on Salesforce, Oracle, Verint, and various telephony systems. The strongest alternatives offer native integrations with major CRM and UCaaS platforms while providing robust APIs and webhooks for custom development. 

BYOC support has become increasingly important as organizations want to maintain existing carrier relationships while modernizing their contact center infrastructure.

Scaling for Real-World Operations

Enterprise contact centers need platforms that handle thousands of agents across multiple time zones without breaking a sweat. This means supporting complex workflows like QA audits, agent scheduling, and predictive campaigns at scale while maintaining performance. 

License models need to be both predictable and flexible, allowing organizations to scale up during peak seasons without budget surprises. The platforms that stand out reduce administrative overhead significantly while improving key metrics like speed to resolution and first-call resolution rates.

Beyond Legacy Limitations

The platforms emerging as top Alvaria alternatives aren’t just matching its capabilities; they’re redefining what modern contact center operations should look like. These solutions bring together usability improvements, deeper automation, richer integration options, and true enterprise readiness in ways that legacy platforms struggle to match.

Modern contact centers need workforce engagement that moves at the speed of customer expectations. Calabrio ONE delivers the unified WEM capabilities enterprise teams need without the complexity that slows them down.

Leading contact centers choose Calabrio because it brings together forecasting, scheduling, quality management, and performance analytics in a single platform that actually works. Real-time adherence tracking and schedule adjustments help teams respond to volume changes as they happen, not hours later. With 100% interaction recording and AI-powered auto-scoring, quality teams can focus on coaching instead of manual sampling.

The clean, intuitive interface means faster adoption and less training time. Supervisors can build schedules, managers can pull reports, and agents can swap shifts; all without IT intervention. Built-in analytics deliver actionable insights immediately, eliminating the need for external BI tools or custom report requests.

Join hundreds of contact centers that have modernized their workforce engagement without the typical implementation headaches. 

Request a demo today and see how Calabrio ONE can be tailored to your specific challenges.

Why Should I Switch From Alvaria to One of These Alternatives?

Alvaria is powerful but feels outdated for many teams. These alternatives offer faster setup, better UI, stronger automation, and easier integration with modern CRMs. If your team spends more time managing tools than improving CX, switching to a more streamlined platform like Calabrio or Five9 can boost efficiency and reduce admin drag.

What’s the Biggest Difference Between Calabrio and Alvaria?

Calabrio simplifies your workflow with an all-in-one WEM suite that’s easy to use and AI-powered. Alvaria relies on heavier scripts and more technical setup. Calabrio gives you real-time insights, auto-scoring, and fast scheduling in a clean UI, ideal for fast-paced teams that need control without the complexity.

Which Alvaria Alternative Is Best for Outbound Campaigns?

For outbound, Five9 stands out. Five9 offers predictive dialers, compliance tools, and real-time campaign analytics. Choose Five9 if you want cloud-first speed.

What if I Need Both Cloud and On-Prem Deployment?

Avaya and Calabrio ONE offer strong hybrid deployment models. They support data residency requirements, compliance controls, and gradual cloud transitions. These platforms are ideal if your business can’t fully move to the cloud yet but still wants to modernize your CX tech stack.

Can These Platforms Integrate With Our Existing Tools Like Salesforce or Oracle?

Yes. Most tools in this list, like Calabrio, NiCE CXone, Genesys, and Talkdeskoffer native integrations with Salesforce, Oracle, Zendesk, and more. They also support open APIs for custom workflows. You won’t need to rebuild your stack from scratch, just plug and play.

What Kind of Support or Onboarding Can I Expect?

Most top alternatives offer guided onboarding, dedicated success teams, and detailed knowledge bases. Calabrio, in particular, assigns onboarding specialists to help you configure WFM, QA, and analytics with minimal downtime. Expect faster ramp-up than what you’d experience with Alvaria’s older systems.

How Do I Decide Which Platform Is Best for My Team?

Start with your priorities: automation, hybrid deployment, UI simplicity, or scale. Then shortlist tools based on your industry, compliance needs, and integration stack. Use free trials or demo sessions to see platform fit in action. If you’re replacing Alvaria, focus on tools that simplify your workflows, not just replicate them.

Looking for a contact center platform that actually delivers on its promises? You’re not alone. Your requirements change overtime and it’s possible that every now and then, your current workforce management system falls short of expectations, leaving agents frustrated and customers waiting. The search for something better brings many to evaluate Playvox alternatives, especially following the platform’s recent acquisition.

Making the right choice matters more than ever. Contact centers work with remote teams, omnichannel support, and ever-complicating customer expectations while trying to keep costs under control. The wrong platform can sink agent morale and send your best performers looking elsewhere.

This guide talks about the real differences between Playvox and its top competitors. We’ve looked at pricing structures, feature sets, and actual user experiences to help you cut through marketing claims and focus on what matters for your specific needs.

In October 2024, Playvox confirmed its acquisition by NiCE, effectively eliminating one of NiCE’s three main WEM competitors. This consolidation raises immediate concerns for current Playvox customers.

The acquisition creates significant product overlap. NiCE already offers all of Playvox’s core capabilities, suggesting potential feature deprecation or forced migrations. This is not the first time NiCE has acquired a competitor, and the result for consumers was not pretty. NiCE’s previous LiveVox acquisition resulted in layoffs and service disruptions that impacted customer support quality.

Pricing presents another concern. Playvox’s competitive mid-market pricing will likely align with NiCE’s premium enterprise model, potentially pricing out smaller organizations. Additionally, Playvox’s specialized integrations, particularly with Salesforce, may diminish as NiCE prioritizes its own ecosystem.

Most troubling is the reduced market competition. With fewer independent vendors driving innovation, the pace of WEM advancement may slow. For organizations that valued Playvox’s agility, competitive pricing, and responsive support, evaluating alternatives now, before potential forced migrations or unwanted changes, isn’t optional anymore.

Before diving into detailed comparisons, here’s a high-level overview of leading WEM providers competing with Playvox:

Calabrio stands out as the workforce performance partner built entirely for modern contact centers. The cloud-first Calabrio ONE suite unifies workforce management, quality assurance, and powerful analytics, all enhanced by embedded AI that helps organizations consistently deliver exceptional customer experiences.

Calabrio empowers teams through self-service tools, flexible scheduling, and deep data-driven insights. The platform serves mid-market and enterprise brands across financial services, healthcare, retail, and telecommunications.

Core Features

Calabrio ONE delivers capabilities that contact centers need without overwhelming complexity.

1. Advanced AI-Powered Workforce Management

Calabrio’s workforce management solution makes the traditionally complex world of contact center scheduling into an intuitive, intelligent system that practically runs itself. The platform’s predictive forecasting engine doesn’t just analyze historical patterns; it learns from your unique business rhythms, automatically detecting everything from subtle daily fluctuations to major seasonal trends across all channels, including voice, chat, email, and social media.

The AI continuously refines its predictions based on real-world outcomes, achieving forecast accuracy rates that consistently exceed 95% even for complex, multi-skill environments. Managers gain the power to run unlimited “what-if” scenarios, instantly visualizing how changes in staffing, service level targets, or unexpected events would impact operations.

Real-time adherence monitoring transforms from a compliance tool into a proactive management system. Supervisors receive intelligent alerts not just when agents go out of adherence, but predictive warnings when patterns suggest potential issues. The platform’s intraday management capabilities enable dynamic schedule adjustments that maintain service levels while respecting agent preferences; all through simple drag-and-drop interfaces that make complex changes feel effortless.

2. AI-Powered Quality Management with 100% Coverage

Calabrio’s quality management revolution begins with a simple premise: every interaction matters. The platform’s AI doesn’t sample interactions. Instead, it evaluates 100% of them across every channel, delivering the most detailed quality insights in the industry. This isn’t just automated scoring; it’s intelligent analysis that understands context, sentiment, and business impact.

The Auto QM feature uses configurable generative AI prompts to evaluate conversations against your specific quality criteria, compliance requirements, and business goals. Unlike rigid systems that force you into predefined frameworks, Calabrio’s AI adapts to your unique standards. Pre-tested question libraries based on decades of QM expertise help you get started immediately, while the flexibility to create custom evaluation criteria ensures the system grows with your every need.

AI-generated interaction summaries eliminate hours of after-call work, automatically extracting key points, customer sentiment, and next steps from every conversation. The platform’s Trending Topics feature continuously monitors all interactions to identify emerging issues, enabling proactive problem resolution before small concerns become major problems. This approach turns quality management from a backward-looking audit function into a forward-thinking driver of continuous improvement.

3. Agent Self-Service Experience

The My Time mobile app and integrated My Calabrio portal represent a fundamental shift in how agents interact with workforce management systems. This isn’t just schedule viewing; it’s complete schedule ownership. Agents gain total control over their work-life balance through intuitive tools that make managing schedules as easy as using their favorite social media apps.

The self-scheduling capabilities go far beyond basic shift swapping. Agents can build their ideal schedules within business-defined parameters, request time off with instant visibility into approval likelihood, and even bid on preferred shifts based on seniority or performance metrics.

The system’s AI ensures that agent preferences align with business needs, automatically suggesting schedule options that work for everyone.

Real-time notifications keep agents informed without overwhelming them. Performance metrics display in context, showing not just scores but trends, peer comparisons, and personalized improvement suggestions. There are several gamification elements, including leaderboards, challenges, and achievement badges, that make managing performance a little easier for everyone involved. The mobile-first design ensures remote and field agents enjoy the same empowering experience as their office-based colleagues.

4. Democratized Business Intelligence That Drives Action

Calabrio Insights breaks down the barriers between data and decisions by making advanced analytics accessible to everyone, from frontline supervisors to C-suite executives. The platform’s pre-built dashboards deliver immediate value, presenting complex data through intuitive visualizations that tell clear stories about performance, trends, and opportunities.

Natural language querying revolutionizes how users interact with data. Instead of learning complex query languages or waiting for analyst support, anyone can simply ask questions like “Show me our worst-performing call types this week” or “Which agents improved most after coaching?” The AI understands intent, translates questions into queries, and presents answers through stunning visualizations that make insights impossible to miss.

What Makes Calabrio Better

Several factors distinguish Calabrio from competitors:

• Superior Customer Experience: Real human support with minimal outsourcing creates genuine long-term partnerships. Recent internal investment doubled development capacity, accelerating innovation cycles based on actual customer needs.
• Intuitive Design Philosophy: Built with empathy for frontline workers, the platform reduces training time and improves adoption rates through thoughtful UX design.
• Lower Total Cost of Ownership: Particularly appealing for mid-market and scaling enterprises, Calabrio delivers enterprise capabilities without enterprise complexity or pricing.
• Deep CCaaS Integrations: Pre-built connections with Amazon Connect, Genesys, Five9, Cisco, and other platforms provide true plug-and-play functionality.

Cons

• Organizations with highly customized legacy systems may require additional integration planning

Looking to change the way your contact center looks at performance and management? Book a demo today to see how Calabrio can streamline operations across your business.

NiCE positions itself as the enterprise leader in customer experience solutions, offering a platform designed for large, complex organizations. CXone combines omnichannel routing, workforce engagement, analytics, and AI to help enterprises manage customer interactions at scale.

Core Features

1. Enterprise Contact Center Platform

CXone Mpower unifies all customer service operations through a single cloud architecture, orchestrating interactions across 30+ channels with AI-driven routing. The platform seamlessly blends digital and voice channels, automating workflows while maintaining context throughout customer journeys. Built on microservices architecture, it scales effortlessly from hundreds to thousands of agents without performance degradation.

2. Enlighten AI Suite

NiCE’s Enlighten AI uses the industry’s largest CX dataset with 1,000+ pre-built models to power agent assistance, automated interactions, and predictive analytics. Copilot provides real-time guidance and next-best actions, while Autopilot handles routine inquiries autonomously. The AI continuously learns from billions of interactions, improving accuracy and reducing implementation time from months to weeks.

3. Omnichannel Support

The platform orchestrates seamless experiences across voice, chat, SMS, social media, and emerging channels through unified routing and journey management. AI-powered intent detection automatically guides customers to optimal resolution paths, whether self-service or agent-assisted. Real-time context sharing ensures agents see complete interaction history regardless of channel, eliminating repetitive information gathering.

4. Advanced Analytics

CXone Mpower’s analytics transform raw interaction data into predictive insights through AI-powered dashboards and natural language querying. The platform automatically identifies trends, sentiment patterns, and operational bottlenecks across all channels. Pre-built visualizations and 70+ out-of-the-box reports enable immediate value, while customizable analytics support complex business intelligence requirements without specialized expertise.

Customer Thoughts on NiCE CXone

NICE CXone is a widely used platform with strong capabilities, but user feedback suggests there are areas where the experience can be challenging. For example, some reviewers noted that the setup and deployment process can be lengthy and confusing, with issues only surfacing after weeks of configuration. Others expressed frustration that support can be slow to respond, sometimes taking days before a ticket receives attention.

Another recurring theme is that system reliability can be inconsistent, with reports of frequent errors and unexpected logouts. Additionally, customers have commented that the reporting and ease of use are not intuitive, making it difficult to get consistent results for agent coaching or performance measurement.

Finally, some users shared concerns about account management and support responsiveness, particularly when trying to purchase additional modules or resolve technical issues.

Overall, NICE CXone offers a comprehensive toolset, but customer reviews highlight that the user experience can vary significantly, depending on support quality and implementation complexity.

Pros

• Extensive functionality for complex environments
• Comprehensive digital channel support
• Deep AI capabilities across features
• Enterprise-grade infrastructure
• Extensive configuration options

Cons

• Setup and onboarding can feel slow and complicated
• Technical issues sometimes cause unexpected downtime
• Reporting tools may lack clarity and consistency
• Support and account management can be difficult to reach

Genesys Cloud CX offers an all-in-one approach, combining CCaaS and WEM capabilities in a single platform. This integration appeals to organizations seeking to consolidate vendors while maintaining functionality.

Core Features

1. Unified CCaaS and WEM

Genesys Cloud CX combines contact center, workforce management, and collaboration tools in a single platform that eliminates traditional silos. The unified architecture ensures data flows seamlessly between customer interactions and workforce optimization, enabling real-time adjustments based on actual conditions. Native integration means features work together intuitively, reducing the complexity typically associated with multi-vendor solutions.

2. AI-Powered Workforce Optimization

The platform’s AI orchestrates every aspect of workforce management, from predictive forecasting to automated scheduling and real-time adherence monitoring. Machine learning algorithms analyze historical patterns and current conditions to optimize staffing across skills and channels. Agent Copilot provides real-time guidance while automating post-call tasks, reducing handle times, and improving consistency across interactions.

3. Omnichannel Excellence

Genesys maintains persistent context across voice, email, chat, social media, messaging, and video interactions through its unified data model. The platform’s journey orchestration capabilities visualize and optimize paths across all touchpoints, both within and beyond the contact center. Customers experience seamless transitions between channels while agents see complete interaction history in a single interface.

4. Open API Architecture

With 250+ pre-built APIs and microservices architecture, Genesys enables rapid innovation and seamless integration with existing business systems. The platform’s API-first approach allows organizations to build custom workflows, integrate proprietary applications, and extend functionality without vendor dependencies. No-code tools empower business users to create automations and customizations through intuitive drag-and-drop interfaces.

Customer Thoughts on Genesys Cloud CX

Genesys Cloud CX is a popular choice for many organizations, but user feedback highlights a few consistent challenges. Some reviews mention that the platform can struggle with unreliable service and downtime, which disrupts day-to-day operations. Others go further, saying that system crashes have directly impacted team performance.

Beyond stability, customers note limitations in certain channels. For instance, the chat platform and email ticketing system are described as restrictive, making it difficult to assign messages to the right agents or manage them efficiently. Some reviewers also reported that the email client is unintuitive and can block important attachments, adding extra friction for support teams.

Overall, while Genesys Cloud CX offers a broad set of capabilities, reviews suggest that reliability and usability are areas where the platform may not always meet customer expectations.

Pros

• Seamless CCaaS/WEM integration
• Strong omnichannel capabilities
• AI-driven optimization
• Scalable cloud architecture
• Comprehensive feature set

Cons

• Service reliability and uptime can be inconsistent
• Occasional system crashes disrupt workflows
• Chat and email functions lack flexibility and ease of use
• Email client sometimes blocks attachments and feels unintuitive

Talkdesk Workforce Management represents a new generation of workforce optimization designed for modern contact centers. The cloud-based suite combines AI-powered forecasting, automated scheduling, and employee engagement tools to help contact centers exceed customer expectations while managing costs effectively.

Core Features

1. AI-Powered Omnichannel Forecasting

Talkdesk WFM uses artificial intelligence to generate highly accurate forecasts based on both historical and real-time data. The system automatically analyzes patterns across voice, chat, email, and digital channels to predict demand and optimize staffing levels. Managers can manually edit forecasts and make intraday adjustments on the fly to respond to unexpected volume changes.

2. Automated Agent Scheduling

The platform simplifies and automates the scheduling process, creating optimized schedules designed to improve agent utilization without sacrificing service levels. Skills-based routing ensures the right agents handle the right interactions. The drag-and-drop editing interface makes schedule changes intuitive, while automated workflows handle the complex calculations behind the scenes.

3. Mobile-First Agent Experience

Through the Talkdesk Schedule mobile app (available for iOS and Android), agents gain 24/7 access to their schedules, can swap shifts with colleagues, and submit PTO requests. A unique conversational chatbot processes open-ended change requests naturally, eliminating the friction typically associated with schedule management. This self-service approach significantly reduces administrative burden.

4. Workforce Engagement Management

Beyond basic scheduling, Talkdesk WFM includes WEM features. Performance gamification with leaderboards and challenges motivates agents through friendly competition. Real-time wallboards display key metrics, while peer recognition tools (complete with confetti animations) celebrate achievements. These engagement elements integrate directly into the agent workspace, creating a cohesive experience.

For organizations that need more advanced flexibility or deeper functionality, Talkdesk can be extended through integration with a purpose-built solution like Calabrio ONE. While the native WFM suite covers the essentials, Calabrio adds powerful capabilities like automated quality evaluations, real-time adherence, agent self-scheduling, and advanced analytics.

This layered approach allows contact centers to enhance their workforce strategy without changing their core platform, improving both agent experience and operational performance.

Customer Thoughts on Talkdesk

Talkdesk is known for being flexible and scalable, but customer reviews indicate a few areas that could be improved. Some users mention that support response times can feel slow, particularly when dealing with billing or technical issues. This can leave teams waiting longer than expected to resolve important matters.

Beyond support, customers also report challenges with integrations. For example, the Salesforce and StellaReview connections are not always seamless, with users experiencing difficulties pulling accurate analytics or working with the autodialer in high-volume environments.

While Talkdesk continues to be a widely adopted solution, reviews suggest that improvements in responsiveness and smoother integrations could make a big difference for users.

Pros

• Fast implementation with automated setup and configuration
• Intuitive interfaces reduce training time significantly
• Mobile-first design empowers remote and hybrid workforces
• Conversational AI chatbot simplifies schedule management
• Gamification and engagement features included

Cons

• Support teams can take too long to respond
• Integrations with Salesforce and QA tools may be unreliable
• Data analytics and updates don’t always sync correctly
• Autodialer struggles in fast-paced workflows

MaestroQA changes quality assurance by turning it from a compliance checkbox into a strategic driver of customer experience. The platform combines AI-powered conversation analytics with human-centered coaching workflows to help contact centers scale quality programs without proportionally increasing headcount.

Designed by QA professionals for QA professionals, MaestroQA addresses the unique challenges of modern quality management. The platform seamlessly integrates with existing tech stacks while providing the depth needed for extensive quality programs across voice, chat, email, and digital channels.

Core Features

1. AI-Powered Auto QA

MaestroQA’s AutoQA functionality automates ticket grading to increase both efficiency and consistency. The AI analyzes 100% of interactions against customizable criteria, surfacing the conversations that need human review. This approach allows quality teams to focus on coaching and improvement rather than manual evaluation. The platform’s GPT integration provides intelligent assistance throughout the QA process.

2. Screen Capture and Analysis

The platform captures full context for every interaction through synchronized screen recording and transcription. Quality analysts can see exactly what agents saw during conversations, enabling more accurate evaluations and targeted coaching. The responsive waveform playback with time-stamped annotations makes reviewing lengthy interactions efficient and thorough.

3. Customizable Scorecards and Workflows

MaestroQA offers unlimited, fully customizable QA scorecards that adapt to any evaluation criteria. Organizations can create different scorecards for various teams, channels, or interaction types. Automated workflows streamline the entire QA process from ticket selection through feedback delivery, ensuring consistent evaluation practices across the organization.

4. Performance Dashboards and Analytics

The platform transforms QA data into actionable insights through intuitive dashboards and deep analytics. Managers can identify trends, track improvement over time, and drill down into specific performance areas. The reporting capabilities help teams move from reactive quality management to proactive performance improvement.

Customer Thoughts on MaestroQA

MaestroQA is valued for its QA workflows and dedicated support, but reviews show that the experience isn’t always seamless. Some users mention that frequent product changes can break existing functionality, and the reporting features are not as customizable as they would like. Others note that the interface can feel complex and outdated, which makes it harder to use efficiently in day-to-day operations.

There are also smaller usability frustrations. For instance, reviewers shared that annotations lack formatting options and drafts can be lost if the system glitches, highlighting the need for features like auto-save. Additionally, some customers report that grading can occasionally feel inconsistent or unfair, requiring appeals to correct scoring errors.

While MaestroQA has strengths in coaching and QA tracking, these reviews suggest areas where more stability and usability improvements would help the platform better serve its users.

Pros

• Screen capture provides complete interaction context
• Unlimited customizable scorecards accommodate any use case
• Strong integration ecosystem reduces implementation complexity
• AI augments rather than replaces human QA expertise

Cons

• Product updates sometimes disrupt existing features
• Interface can be complex and not very user friendly
• Annotations lack formatting and drafts may be lost without auto-save
• Grading accuracy can feel inconsistent at times

Scorebuddy changes your contact center quality assurance through AI-powered automation that makes QA coverage achievable and affordable. The platform combines GenAI Auto Scoring with flexible scorecards and integrated coaching to help organizations scale quality programs without scaling headcount.

Built with both efficiency and engagement in mind, Scorebuddy addresses the traditional trade-off between QA coverage and resource constraints. The platform’s AI analyzes 100% of interactions while providing the configurability needed to match specific business requirements across industries.

Core Features

1. GenAI Auto Scoring

Scorebuddy’s revolutionary GenAI Auto Scoring automatically evaluates every customer conversation across all channels. Unlike rigid AI solutions, Scorebuddy puts configuration power in users’ hands. Teams can customize sections, questions, answers, comments, causes, and tips to match their exact requirements. This flexibility ensures AI scoring aligns perfectly with human evaluation standards.

2. Scorecard Builder

The platform offers the market’s most customizable scorecard builder, supporting numeric, non-numeric, and pass/fail formats. Features like question weighting and auto-fail prioritization enable precise evaluations for any goal. Organizations can deploy uniform scorecards for consistency or create targeted designs for specific teams, channels, or interaction types.

3. Business Intelligence and Analytics

Scorebuddy BI provides unmatched reporting depth through drag-and-drop dashboards and over 30 pre-built reports. Teams can perform root cause analysis, identify training gaps, and track compliance without needing BI expertise. The platform makes it easy to share insights with stakeholders, even those without Scorebuddy access.

4. Integrated Learning Management

Uniquely, Scorebuddy includes a fully-featured learning management system directly integrated with QA results. This connection enables targeted training based on actual performance gaps, with agents able to apply learnings immediately in real-world scenarios. The seamless flow from evaluation to education accelerates performance improvement.

Customer Thoughts on Scorebuddy

Scorebuddy is often praised for simplifying QA evaluations, but reviewers highlight areas where the platform could evolve further. Some users mention that the interface feels dated and navigation isn’t always intuitive, which can add unnecessary clicks when completing tasks. Others note that the dashboard doesn’t always refresh regularly, showing outdated averages instead of up-to-date performance data.

On the usability side, customers point out that filter options don’t stay saved and the employee dashboard can be confusing, making it harder for frontline agents to navigate. Finally, some reviewers report that the built-in analytics are limited and custom reporting options are lacking, which means teams often need to handle deeper reporting outside the platform.

Overall, while Scorebuddy meets many core QA needs, feedback suggests the platform could benefit from improvements in design, reporting, and ease of use.

Pros

• 100% interaction coverage through configurable AI scoring
• Most flexible scorecard builder on the market
• Integrated LMS eliminates the need for a separate training platform
• Purpose-built features for BPOs and multi-client operations
• Industry-leading BI capabilities without requiring experts

Cons

• Interface feels outdated and navigation can be unclear
• Dashboards may not update with the latest performance data
• Filters don’t stick and employee dashboard can be confusing
• Analytics and reporting features are limited

Klaus, recently acquired by Zendesk and rebranded as Zendesk QA, brings AI-first quality management to modern customer service teams. The platform emphasizes ease of use and intelligent automation to help organizations identify and fix customer experience gaps before they impact satisfaction.

Built by support professionals for support professionals, Klaus maintains its original mission of making quality assurance accessible while using Zendesk’s resources to accelerate innovation. The platform excels at turning conversation data into actionable improvements through AI-powered insights.

Core Features

1. AutoQA with AI Intelligence

Zendesk QA’s AutoQA analyzes every interaction, including AI agent conversations, automatically scoring quality based on predefined or custom criteria. The system identifies high-risk moments instantly—customers at risk of churn, conversation loops, dead air on calls—enabling proactive intervention. Users can build custom AutoQA categories by simply telling the AI what to look for in natural language.

2. Seamless Integration Ecosystem

The platform integrates deeply with major support platforms including Zendesk Suite, Salesforce Service Cloud, Intercom, and Freshdesk. A browser extension enables secure conversation review wherever interactions happen, breaking down the barriers between QA and daily operations. This flexibility ensures teams can maintain their existing workflows while adding powerful QA capabilities.

3. Agent-Centric Dashboards

Klaus pioneered agent-friendly QA interfaces that promote improvement rather than punishment. Agents receive immediate Slack notifications when evaluated, can view detailed feedback, and track their progress over time. The clean, intuitive design reduces anxiety around quality scores while encouraging continuous development.

4. Rapid Implementation

Unlike enterprise QA solutions requiring months of setup, Klaus deploys quickly with minimal configuration. Pre-built AutoQA categories and Spotlights work immediately, while the platform learns from usage to improve accuracy. This approach delivers value from day one rather than after lengthy implementation projects.

Customer Thoughts on Zendesk QA

Zendesk QA integrates well into existing workflows, but reviews suggest there are areas that could use refinement. Some users mention that tracking feedback patterns over time is difficult, often requiring spreadsheets or external tools. Others find the setup and reporting options involve a learning curve, and that adoption requires proactive management to ensure fair scoring across teams.

Analytical depth is another theme in feedback. For example, reviewers report that data granularity and integration with tools like Intercom can feel limited, which makes it harder to connect QA insights to larger business outcomes. Finally, customers note that the UI can feel cluttered and overwhelming for new users, with too much detail on single pages.

Overall, Zendesk QA offers valuable functionality, but user feedback highlights opportunities to make reporting, analytics, and usability more streamlined.

Pros

• Fastest implementation among enterprise-capable QA platforms
• AI-first approach reduces manual evaluation burden
• Best-in-class user interface praised across reviews
• Deep Zendesk integration while maintaining platform independence
• Agent-friendly design improves adoption and engagement

Cons

• Hard to identify long-term feedback patterns without external tools
• Setup and reporting options come with a learning curve
• Data lacks depth and integrations could be stronger
• UI can feel cluttered and confusing for new users

Selecting the right workforce engagement management platform requires careful evaluation of multiple factors that extend far beyond feature comparisons. 

Here are considerations that will help you assess each alternative objectively and identify the solution that best aligns with your operational goals, budget constraints, and long-term growth strategy.

Total Cost of Ownership

The true cost of any WEM platform extends well beyond the initial licensing fees quoted by vendors. An extensive TCO analysis should encompass implementation expenses, which can range from a few thousand dollars for cloud-native solutions to hundreds of thousands for complex enterprise deployments. Training costs represent another significant factor, particularly for platforms with steep learning curves that require specialized certification programs or extended onboarding periods.

Ongoing support fees often surprise organizations when they learn that premium support tiers are necessary for timely issue resolution. Hidden costs frequently emerge in the form of required professional services for updates, custom integrations, or configuration changes that internal teams cannot handle.

Most importantly, productivity impacts, both positive and negative, should factor into your calculations. A platform that reduces QA evaluation time by 70% or improves scheduling efficiency by 20% delivers quantifiable value that offsets higher upfront costs.

Calabrio’s transparent pricing model and faster deployment timeline consistently result in lower TCO compared to enterprise competitors. Organizations typically achieve full ROI within 6-12 months through operational efficiencies and reduced administrative overhead.

Integration Requirements

Your WEM platform must seamlessly connect with existing systems to avoid creating data silos or requiring duplicate data entry. The depth and quality of integrations vary dramatically between vendors. Native, pre-built connectors offer superior reliability and functionality compared to generic API connections that require custom development and ongoing maintenance.

Critical integration points include your CCaaS platform for real-time adherence and interaction data, CRM systems for customer context, HRIS platforms for employee information, and BI tools for advanced analytics. Each integration should support bi-directional data flow where appropriate and maintain real-time or near-real-time synchronization to improve data accuracy.

The complexity of achieving these integrations depends heavily on the vendor’s partnership ecosystem. Platforms like Calabrio maintain dedicated partnership teams that work directly with CCaaS providers to ensure deep, reliable integrations. This collaborative approach results in features like automatic agent synchronization, unified reporting, and seamless workflow transitions that API-only connections cannot match.

Scalability Needs

Workforce management requirements rarely remain static. Seasonal fluctuations, business growth, acquisitions, and market changes all demand flexibility from your chosen platform. Cloud-native architectures inherently provide better scalability than on-premise or hybrid solutions, eliminating the need for infrastructure investments when adding agents or locations.

Performance at scale represents a critical consideration often overlooked during initial evaluations. Some platforms that perform well with 100 agents struggle with response times and report generation when supporting 1,000+ agents. The underlying technology architecture determines these limitations. Modern microservices architectures scale horizontally to maintain performance, while monolithic platforms hit hard ceilings.

Global scalability introduces additional complexity through multi-language support, regional compliance requirements, and distributed team management. Your platform should accommodate these needs without requiring separate instances or expensive customization. Calabrio’s multi-tenant architecture and cloud-first design prioritize consistent performance whether you’re managing 50 agents in one location or 5,000 agents across multiple continents.

User Experience Impact

The most feature-rich platform fails if users avoid or incorrectly use it. User experience directly correlates with adoption rates, data accuracy, and ultimately, ROI. Modern WEM platforms should provide intuitive interfaces that require minimal training for basic functions while adding depth for power users.

Agent-facing interfaces deserve particular attention since these users interact with the system daily but receive limited training. Self-service capabilities through mobile apps or web portals should feel as natural as consumer applications. Complex scheduling rules and workforce policies must translate into simple, clear interfaces that agents understand without extensive documentation.

Administrative interfaces require different considerations. While managers need powerful tools for analysis and decision-making, overwhelming them with options and complex workflows reduces effectiveness. The best platforms layer functionality, presenting simple workflows for common tasks while keeping advanced features accessible but not intrusive. Calabrio’s role-based interfaces exemplify this approach, showing each user only the features and data relevant to their responsibilities.

Support Quality

Vendor support models reveal themselves most clearly during critical moments—system outages, integration failures, or urgent configuration needs. The quality, availability, and expertise of support teams directly impact your operational resilience. Many vendors have shifted to tiered support models that provide basic email assistance at lower tiers while reserving phone support and dedicated resources for premium packages.

Response time SLAs tell only part of the story. The expertise level of support personnel, their familiarity with your specific use case, and their ability to resolve issues without escalation matter more than initial response speed. Vendors relying heavily on outsourced support often struggle with complex technical issues that require deep product knowledge or understanding of customer-specific configurations.

Calabrio’s commitment to human-centered support with minimal outsourcing creates genuine partnerships rather than transactional relationships. Support team members understand not just the technical product but also the business context of contact center operations. This expertise enables them to provide strategic guidance beyond break-fix support, helping organizations continuously optimize their use of the platform.

In an industry filled with complex enterprise solutions and limited point products, Calabrio strikes the perfect balance. The platform delivers enterprise-grade capabilities through an intuitive interface that users actually enjoy.

Real-world results speak volumes. Organizations using Calabrio report 19% improvements in answer rates, 80% reductions in handle time, and 20% increases in scheduling efficiency. These outcomes stem from Calabrio’s unified approach that eliminates silos between workforce management, quality assurance, and analytics.

For contact centers ready to move beyond the limitations of Playvox or other competitors, Calabrio offers a clear path forward. The combination of powerful functionality, intuitive design, and genuine partnership makes Calabrio the trusted choice for organizations serious about agent engagement and customer experience.

Ready to see the difference? Book a demo today and learn how Calabrio transforms contact center performance without the complexity.

How Do Implementation Timelines Compare?

Calabrio typically deploys in weeks thanks to pre-built integrations and intuitive design. Playvox also offers relatively quick deployment for standard use cases. NiCE and Genesys implementations often stretch into months due to complexity and customization requirements.

Which Platform Best Supports Remote Teams?

Calabrio’s My Time app and cloud-native design excel for remote and hybrid teams. Playvox provides solid remote capabilities through its web-based interface. NiCE and Genesys support remote work but may require additional configuration for optimal performance.

How Do These Platforms Handle Compliance?

All major platforms address compliance requirements like GDPR and HIPAA. Calabrio builds compliance into its core platform without requiring heavy customization. Competitors often need additional modules or configuration to meet specific regulatory requirements.

When it comes to putting people first, few brands are as trusted, or as iconic, as the John Lewis Partnership (JLP). As the UK’s largest employee-owned business, and home to John Lewis and Waitrose, John Lewis Partnership has built its reputation on a strong customer-first philosophy. 

But delivering standout service in today’s fast-moving, digital world requires more than just great intentions; it takes the right tools and the right partner.

At Calabrio’s UK Customer Connect, Operational Delivery Lead, Neil Rigby revealed how John Lewis Partnership is boosting colleague experience, improving service quality, and making smarter, data-led decisions. From optimizing resource planning to enhancing performance insights, Calabrio is helping John Lewis Partnership stay agile, efficient, and focused on what matters most: people.

Smarter Scheduling, Better Experiences

John Lewis Partnership started with Calabrio Workforce Management to tackle inefficiencies in resource planning. They needed a way to better match staffing levels with customer demand, especially during peak periods, and it worked: 

• Inactive time decreased significantly, making agents more available when customers needed them most. 
• CSAT increased, with more customers rating their experience as “very satisfied”. 
• Overall costs reduced, with notable savings in in-house people costs. 
• And on the agent side, Employee Satisfaction around work-life balance improved, while overall Agent NPS also increased. 

What really made the difference? Giving agents more autonomy. With the Calabrio mobile app, they can now check shifts, book holidays and manage their schedules on the go, helping them feel more in control and supported.

Scaling Up with Automation and Insight 

With Calabrio WFM in place, John Lewis Partnership moved on to the next piece of the puzzle: quality and analytics. They introduced Calabrio Auto QM, shifting from manual evaluations to intelligent automation. This not only saved time but gave them consistency and scale.

They also began tapping into advanced analytics to better understand the customer journey: 

• Sentiment and topic analysis now helps them spot trends and areas for improvement faster. 
• A dashboard built for repeat contacts gives their teams a quick view of what’s happening with customers who call more than once complete with journey data, silence metrics, sentiment scores and Auto QM outputs. 
• Insights from desktop analytics and interaction summaries are helping shape smarter decisions across the board. 

All of this means their team can coach more effectively, act on emerging issues quicker, and ultimately deliver better customer experiences—without adding more manual overhead.

Looking Ahead

John Lewis Partnership isn’t stopping here. They’re continuing to roll out more self-service features for agents and have ambitious goals for 2025, further increasing productivity and pushing CSAT scores even higher.

Their journey shows what’s possible when you combine a people-first culture with data-led tools, and it’s a great example of how contact centers can deliver meaningful change by focusing on what matters most: people, process, and performance.

A Partnership Built on Shared Values

John Lewis Partnership describes its relationship with Calabrio as “collaborative, supportive, enthusiastic”. And it’s easy to see why. The team have created a contact center environment that’s not only more productive but also more human, built around the belief that great customer experiences start with empowered employees.

Curious to dive deeper into John Lewis Partnership’s journey?

Watch the full interview and explore more powerful sessions on Calabrio Customer Connect On-Demand today.

Curious to see Calabrio in action?
Take it for a spin with our interactive demo—no strings attached, just a hands-on way to explore how Calabrio can transform your customer service experience. 

The quality management software market has reached a critical inflection point. Contact centers that once relied on manual evaluations and spreadsheet-based coaching now face an industry crowded with sophisticated platforms, each claiming superiority. While EvaluAgent has established itself as a capable solution for agent performance management, assuming it’s the right fit for every organization would be shortsighted.

Your choice of QM software directly impacts agent performance, customer satisfaction scores, and operational efficiency. The wrong platform doesn’t just waste budget; it creates friction in your workflows, generates compliance risks, and ultimately drives talented agents to seek opportunities elsewhere. Meanwhile, the right solution transforms quality management from a necessary evil into a strategic advantage that differentiates your contact center from competitors.

This comprehensive analysis examines eight alternatives to EvaluAgent that deserve serious consideration in 2025. We’ve evaluated each platform across critical dimensions: integration capabilities with modern CCaaS systems, AI-powered analytics depth, scalability for growing operations, and real-world implementation success rates. Some excel at automated quality scoring, others prioritize agent engagement through gamification, and several offer unified workforce optimization that extends beyond traditional QM boundaries.

Here is the best and worst of the top EvaluAgent competitors.

1. Calabrio ONE: Unified Workforce Engagement
2. Kaizo: AI-Driven Performance
3. Talkdesk: Omnichannel Powerhouse
4. Balto: Real-Time Call Guidance
5. Scorebuddy: Scalable QA Intelligence
6. Convin.ai: AI-Powered Conversation Coaching
7. NiCE CXone Mpower: Enterprise-Grade AI Suite
8. Genesys Cloud CX: AI-First CX Orchestration

Let’s look at each in detail:

What it does: Calabrio ONE is a workforce engagement platform that helps contact centers manage QA, coaching, analytics, and scheduling in one cloud-based system.

Who it is for: It’s built for contact center leaders, QA managers, workforce planners, and customer experience teams who want AI-powered automation, better agent performance, and full visibility across interactions.

If you want to manage your contact center with fewer tools and more insight, Calabrio ONE makes it possible. The platform gives you a full view of performance, quality, and sentiment, without bouncing between dashboards.

EvaluAgent is great for quality assurance and coaching, but it stops there. Calabrio adds the workforce management layer, so you can forecast demand, create optimized schedules, and track adherence, all in the same dashboard.

You’re not just checking QA boxes, you’re managing your entire team in one system.

Calabrio’s conversation intelligence tools are thorough and consistently helpful. The call recording and quality monitoring tools are fully connected. You can review interactions quickly, and AI analytics surface the calls that matter most, no need to listen to every minute of audio.

The system highlights emotionally charged or high-risk calls, letting your QA team focus where it really counts. You also get speech and text analytics that automatically flag coaching moments, complaints, or emerging customer issues.

These insights feed directly into the coaching module, where you can assign training tasks, schedule feedback sessions, and track progress, all in one place. If your goal is to deliver actionable, data-backed coaching, Calabrio makes that easy.

The platform also boosts agent engagement. Agents can log in, see their own metrics, track progress, and receive feedback in real time. That kind of transparency motivates performance.

While the platform is powerful, it can feel complex at first, especially when setting up custom reports or workflows. But the onboarding process is strong, and there are templates that help you get started faster.

You can connect Calabrio with Salesforce, Zendesk, Amazon Connect, and more using native integrations or open APIs. This makes your contact center workflows even smoother, especially across multiple channels.

If you’re in a regulated industry, Calabrio is built with that in mind. You get encrypted call recordings, strong access controls, and detailed audit trails, ideal for healthcare, finance, or government use.

In short, compared to EvaluAgent, Calabrio gives you more coverage, stronger automation, and better visibility, all without needing separate tools for WFM, QA, or coaching.

Pros

• All-in-one WEM Platform (WFM, QA, Coaching, Analytics): Calabrio replaces multiple disconnected tools. You manage agent performance, scheduling, QA, coaching, and analytics in one connected system, no platform-hopping or manual sync needed.
• Advanced AI-Powered Analytics: Speech and text analytics automatically flag complaints, coaching moments, and emotional spikes in customer conversations. This lets your QA team skip the noise and focus on the calls that matter most.
• Strong WFM + QA integration: Unlike tools like EvaluAgent, Calabrio adds full workforce management with demand forecasting, real-time adherence, and auto-scheduling. You can align staffing with QA insights, a rare combination that drives both efficiency and quality.
• Actionable Coaching Built Into Workflows: QA insights flow directly into coaching modules, letting you assign tasks, give feedback, and track agent development, all without exporting data or using separate systems.
• Agent Visibility and Engagement Tools: Agents can view their performance dashboards, track goals, and receive feedback instantly. This boosts transparency, increases accountability, and improves motivation across the team.
• Enterprise-Grade Compliance and Security: Built for industries like healthcare, finance, and public sector, Calabrio includes HIPAA-compliant recording, full audit trails, and granular access controls, making it a go-to for regulated environments.
• Flexible Integrations with CRM and CCaaS Platforms: Connect easily to systems like Salesforce, Zendesk, and Amazon Connect using native integrations or APIs, helping you build end-to-end workflows without engineering overhead.
• Modern, Intuitive Interface for Managers and Agents: The UI is clean and responsive, with clear reporting, dashboards, and task flows. While setup may take time, daily use is fast, intuitive, and designed to scale with your team.

Cons

• Initial setup takes time
• Advanced reporting needs configuration
• Some learning curve for smaller teams

If you want a full-suite alternative to EvaluAgent that adds WFM, deeper analytics, and robust compliance tools, Calabrio ONE delivers. It’s ideal for scaling teams who want everything in one place with strong automation.

Calabrio ONE helps you manage contact centers more effectively with its vast range of features. Schedule a demo to learn more today.

What it does: Kaizo automates quality assurance, provides real-time agent performance insights, and improves coaching using AI-powered tools designed specifically for Zendesk and Salesforce-based support teams.

Who it is for: Support managers, QA leads, and team supervisors working in medium to large organizations that rely on Zendesk or Salesforce and want real-time visibility and automation across their service operations.

If you’re using Zendesk or Salesforce and want to automate QA across every ticket, Kaizo is built for you. Its AI scores interactions based on sentiment, empathy, and root cause, so you don’t have to manually review everything.

The live scorecards give you over 50 real-time metrics (from CSAT to resolution time) which makes it easier to spot issues and respond fast. Kaizo also improves coaching with workflow suggestions based on actual data. It tells you what to coach, when to do it, and how often.

Agents stay motivated through mission-based gamification, with tasks, avatars, and rewards that add accountability without pressure. The interface is clean, and setup takes just a couple of minutes. It scales smoothly, whether you’re reviewing a few tickets or thousands.

But Kaizo is only compatible with Zendesk and Salesforce. If you use other platforms or support channels outside of email and chat, it won’t fit your stack. 

Pros

• Real-time Auto QA
• Gamified coaching system
• Fast 2-minute deployment

Cons

• Limited to Zendesk and Salesforce
• Not suitable for non-digital channels

What it does: Talkdesk is a cloud-based contact center platform that combines omnichannel support, AI automation, quality management, and workforce engagement into a single solution for modern support teams.

Who it is for: Ideal for mid to large-scale contact centers that need voice and digital support, advanced QA and coaching tools, and integrations with systems like Salesforce, Zendesk, or Slack.

If you’re looking for a complete contact center platform with strong QA tools and omnichannel support, Talkdesk gives you everything in one place. It handles call routing, live chat, email, SMS, and social, all from a unified agent workspace.

The platform is great at quality management. You can record calls and screens, set up automated evaluations, and schedule coaching sessions without using third-party tools.

That said, some teams find that the native WEM suite doesn’t offer the same level of flexibility or depth as a dedicated solution. For organizations that want more advanced forecasting,

customizable scorecards, or deeper performance analytics, integrating Calabrio ONE with Talkdesk can enhance what’s already there. This gives contact centers the ability to fine-tune coaching, empower agents with self-service tools, and surface insights faster, all without replacing their core Talkdesk environment.

The built-in AI evaluator surfaces risky calls automatically, which cuts down manual QA time and helps your team focus on what matters most. You also get real-time dashboards and analytics that show both live and historical data. This helps you track KPIs, manage staffing, and react quickly to performance dips.

The Copilot AI assistant supports agents during live calls with real-time suggestions, helping them solve issues faster and feel more confident.

For workflow creation, Talkdesk offers Studio, a drag-and-drop builder. It works well for basic flows, but if you’re setting up complex IVRs or QA automations, you might need IT support.

However, there are some caveats here. Some users report minor lags in the UI and say that finding certain features takes time. Others are also commenting on the lack of educational data about the platform and there are some users that are highlighting issues with reporting as well.

Talkdesk also stands out with deep integrations. It connects to over 60 tools like Salesforce, Zendesk, and Slack, and offers APIs if you want to build custom workflows. With optional Copilot and WEM add-ons, it can be a powerful tool for managing both customer experience and agent performance.

Pros

• All-in-one contact center suite
• AI-powered QA and Copilot
• 60+ deep integrations

Cons

• Onboarding content can be bit better
• Complex setup for advanced workflows
• Some UI lag and feature discovery issues

Talkdesk is a strong EvaluAgent alternative for teams seeking a full-service, omnichannel contact center platform with advanced QA and automation. If you want scalability, deep integrations, and real-time analytics, Talkdesk delivers premium results for the price.

What it does: Balto is an AI-powered assistant that listens to live calls, provides on-screen prompts, flags compliance issues, scores calls automatically, and generates post-call summaries in your CRM.

Who it is for: Perfect for contact centers in regulated industries like finance, insurance, healthcare, or BPOs that need real-time agent guidance, automated QA, and tighter compliance control.

If your agents struggle with staying compliant or sticking to scripts, Balto gives them help in real time. It listens to live calls and displays on-screen prompts, such as rebuttals, reminders, and compliance checklists, while the conversation is happening. This helps new agents speak confidently from day one and reduces compliance violations right away.

The Auto QA system scores every call based on the rules you set. There’s no need to sample calls anymore, you get 100% coverage. Managers get alerts when something’s off and can review short call clips with context. That makes coaching faster and more targeted.

Balto also generates automatic call summaries and syncs them to your CRM. This saves agents time and makes sure post-call notes are complete and consistent.

The interface is clean, but the on-screen pop-ups can feel distracting, especially for agents using a single monitor. Some users also report occasional speech recognition issues, where prompts don’t show up correctly or false flags appear.

Reporting works well for high-level trends, but if you need custom exports or deep drilldowns, you may find it limited. Balto integrates with more than 18 tools and supports HIPAA, PCI, and SOC 2, so it fits easily into secure enterprise environments.

Setup requires some manual steps, but once you’re live, the efficiency and compliance ROI are easy to measure.

Pros

• Real-time agent guidance
• 100% call scoring with alerts
• Auto-note taking in CRM

Cons

• Pop-ups can distract agents
• Limited report customization
• Manual desktop deployment steps

Balto is a powerful EvaluAgent alternative for teams that want real-time QA, instant coaching prompts, and full compliance visibility. It’s ideal for fast-paced, high-volume centers looking to boost revenue and reduce violations in one move.

What it does: Scorebuddy is a cloud-based QA platform that scores, tracks, and analyzes customer interactions across channels, with AI scoring, coaching, surveys, and robust reporting features.

Who it is for: QA teams, contact center managers, and support leaders across SMBs to large enterprises, especially in BPO, finance, retail, and healthcare, who want deep QA insights, AI automation, and training tools.

Scorebuddy gives you tools to build a strong QA process across calls, chats, and emails. You can create unlimited scorecards with logic-based rules, assign them to teams, and monitor results in real time. There’s no need for developer help, which makes setup simple even for small teams.

The platform also uses AI to auto-score interactions, so you can review more volume without manually checking every ticket. It highlights sentiment shifts, common issues, and patterns in agent behavior, helping you coach based on actual trends instead of guesswork.

Scorebuddy includes built-in coaching tools and an LMS, so you can assign learning tasks directly from QA results. You can track completions and make sure agents close the gaps you’re seeing in performance.

But some users report slow loading during peak hours, especially when pulling large data sets. Others mention dated UI. These issues can slow down QA reviewers during busy periods.

The reporting system works, but it lacks the depth you’d expect, resulting in various users saying that reporting doesn’t meet their needs.

Still, it integrates well with Salesforce, Zendesk, Intercom, Talkdesk, and more. You can use APIs and alerts to automate workflows and connect QA insights with the rest of your CX stack.

Scorebuddy is complete, flexible, and reliable, even though it could improve speed and reporting customization.

Pros

• Unlimited scorecard customization
• AI-powered QA and insights
• Integrated coaching and surveys

Cons

• Slow loading on large data sets
• Limited export/custom report filtering
• Occasional input loss from timeouts

Scorebuddy is a well-rounded EvaluAgent alternative built for teams needing scalable QA, built-in coaching, and AI-driven insights. While reporting flexibility and performance can improve, its deep feature set, great support, and ease of use make it a strong choice.

What it does: Convin.ai records, transcribes, and analyzes every customer interaction to automate QA, deliver coaching insights, track compliance, and boost agent performance across voice, chat, and email.

Who it is for: Contact center leaders, sales managers, QA teams, and trainers in support-heavy sectors like finance, BPO, healthcare, and SaaS looking to scale QA and improve training.

If you want to stop manually reviewing calls and chats, Convin.ai gives you 100% interaction coverage with AI. It flags issues in sentiment, behavior, and compliance, so you can focus on fixing what matters without wasting time.

You can build custom QA scorecards using a drag-and-drop builder. The system also creates automated coaching suggestions based on how your top agents perform, helping you coach low performers more efficiently.

It includes an LMS module for assigning lessons and tracking completions. That makes it easy to connect QA results to real training action. Some users mention occasional AI errors in classification, so light manual review may still be needed.

Convin also offers real-time agent assist, helping reps during live calls with prompts, CRM auto-logging, and follow-up messages sent by email or SMS. Agents can even use the mobile app to check feedback or complete lessons on the go.

Performance is solid, but the system can slow down with large data loads, especially when working with complex dashboards. Users also talk about the accuracy issues in their AI audits which leave a lot to be desired.

It integrates well with tools like Aircall, Salesforce, HubSpot, and more. Overall, Convin makes it easier to track performance, coach smarter, and scale QA as your team grows.

Pros

• 100% AI-driven QA coverage
• Personalized, automated coaching
• Real-time agent support + mobile app

Cons

• Occasional AI recognition errors
• Slower performance at large scale
• Some navigation complexity

Convin.ai is a feature-rich EvaluAgent alternative for teams wanting full QA coverage, intelligent coaching, and real-time agent support. With flexible pricing, strong integrations, and measurable ROI, it’s a solid pick, especially for fast-growing, high-volume teams.

What it does: CXone Mpower is a unified, AI-first contact center platform that manages omnichannel customer interactions, workforce engagement, quality assurance, and analytics in one cloud-native system.

Who it is for: Ideal for enterprise contact centers in sectors like finance, healthcare, BPOs, or government that need scalable AI automation, real-time QA, and workforce optimization across channels.

CXone Mpower gives you a full-featured contact center in one platform. You can route, monitor, record, and evaluate all interactions across voice, chat and social, while managing agents and bots from the same workspace.

Its AI tools help reduce manual work, identify issues instantly, and improve CX at scale.

You get deep workforce management, including forecasting, scheduling, and real-time adherence tracking.

QA teams can evaluate interactions with live monitoring, coaching tools, and agent dashboards. Analytics tools offer real-time and historical views, but advanced reporting and IVR setup come with a steep learning curve that takes time to master.

The platform supports 400+ APIs and integrates with top CRMs, WEM suites, and cloud services. AI features like Copilot and Autopilot automate tasks, while supervisors can jump into calls or review KPIs instantly.

Many users also report struggling with “ghost calls and audio delay.” Despite some setup friction and support delays, CXone Mpower delivers a high-impact solution for contact centers aiming to scale with AI and maintain full control over performance, compliance, and customer experience.

Pros

• Unified CCaaS + WEM + AI automation
• Enterprise-grade scalability and compliance
• 400+ API integrations

Cons

• Complex, high-cost pricing tiers
• Steep learning curve for IVR/reporting
• Infrequent session timeouts and support delays

NiCE CXone Mpower is a powerful EvaluAgent alternative for enterprises needing AI, WEM, and omnichannel control in one system. It’s built for scale and automation, though the complexity and cost require a strategic investment mindset.

What it does: Genesys Cloud CX is a unified, AI-powered platform for managing customer interactions, agent performance, and workforce operations across voice, chat, SMS, email, and social channels, all in one system..

Who it is for: Ideal for mid-size to enterprise organizations in finance, healthcare, BPO, and government that want to scale omnichannel support, automate workflows, and unify CX and workforce management.

Genesys Cloud CX gives you full omnichannel control, combining routing, IVR, messaging, and predictive engagement under one interface.

I found its agent Copilot helpful in live calls, automating knowledge prompts and reducing handle times. You can handle inbound, outbound, and digital seamlessly with context carried across channels.

You also get built-in workforce engagement tools, including forecasting, scheduling, adherence, QA, and gamification. Supervisors can monitor performance live and assign coaching sessions.

However, the drag-and-drop Architect for workflows comes with a learning curve, especially for advanced flows or journey orchestration.

AI and analytics are a major strength. The platform tracks sentiment, behavior, and journey progression, helping you personalize both service and training.

But you may want custom reporting flexibility for exports and filtering. Some users even have to end up relying on an outside developer. Some users have also complained that they are now missing features from Genesys Engage that weren’t ported over to Cloud.

Genesys integrates with Salesforce, ServiceNow, Verint, and 3rd-party apps through the AppFoundry. It supports 15+ languages and deploys globally.

Pros

• Unified CX + WEM + AI
• Strong agent assist & journey orchestration
• Scalable architecture with deep integrations

Cons

• Higher pricing tiers
• Learning curve for Architect and workflows
• Limited export/report customization

Genesys Cloud CX is a top-tier EvaluAgent alternative for teams ready to scale with AI, analytics, and omnichannel control. It’s enterprise-grade, flexible, and powerful, best suited for organizations ready to invest in full-service CX transformation.

The best EvaluAgent alternative in 2025 needs to go beyond basic call scoring. The strongest platforms should:

• Deliver automated QA across 100% of interactions
• Enable effective, insight-driven coaching
• Offer the flexibility to integrate with existing tools and workflows

To identify which platforms actually deliver, over 15 leading quality management and workforce engagement tools were reviewed using a consistent evaluation process. The criteria included:

1. End-to-End QA Automation

EvaluAgent is known for strong auto-scoring, so tools were evaluated on their ability to transcribe, analyze, and score calls, chats, and emails automatically.

• Could the system evaluate 100% of interactions without manual effort?
• Did it flag sentiment issues, compliance risks, or missed objections?
• Were scorecards customizable by channel, team, or priority?

2. Coaching That Drives Action

The ability to act on QA insights was a key factor. Platforms were assessed on how well they connected evaluations to real coaching workflows.

• Did the tool support coaching plans tied to performance data?
• Could managers assign sessions, leave feedback, and monitor outcomes?
• Was there an agent-facing dashboard to support self-improvement?

3. Real-Time Alerts and Agent Assist

Top-tier platforms provide value during the interaction, not just after.

• Were agents prompted in real time with scripts or disclosures?
• Could supervisors receive live alerts on high-risk interactions?
• Did in-call assist tools meaningfully improve agent performance?

4. Reporting That’s Actually Useful

Usable analytics were prioritized over vanity metrics. Each platform’s reporting features were tested for clarity and depth.

• Were reports intuitive, customizable, and exportable?
• Could results be filtered by agent, team, or topic?
• Did the built-in reporting eliminate the need for separate BI tools?

5. Integration with Existing Stack

Interoperability was essential. Tools were checked for compatibility with CRM, helpdesk, and WEM ecosystems.

• Did the platform integrate natively with systems like Salesforce or Zendesk?
• Were APIs or automation tools like Zapier supported?
• Could QA results and coaching notes sync back to other systems?

6. Scalability, User Experience, and Pricing

Platforms were tested under real contact center conditions—high volumes, multiple channels, and large QA teams.

• Was the interface easy to navigate across agents, QA teams, and supervisors?
• Could the system scale without performance issues?
• Was pricing transparent and aligned with the value provided?

EvaluAgent set a high bar for automated quality management, but for organizations that want to go further, across coaching, scheduling, analytics, and real-time agent support, Calabrio ONE stands out as the most complete alternative.

It delivers not just automated QA across 100% of interactions, but also the tools to act on those insights with targeted coaching, agent self-service, and predictive workforce planning.

Calabrio doesn’t require a trade-off between power and usability. Its unified platform brings together quality management, workforce management, and conversation intelligence in one intuitive experience.

Whether you’re scaling a team, trying to reduce attrition, or simply aiming for stronger customer outcomes, Calabrio helps you make faster decisions, coach with purpose, and support agents before, during, and after every interaction.

Book a demo today to see how Calabrio ONE can go beyond what EvaluAgent can do for your business.

How is Calabrio ONE Different From EvaluAgent?

Calabrio ONE offers full workforce engagement, not just QA. You get built-in WFM, automated analytics, coaching tools, and compliance features in one dashboard. EvaluAgent focuses mainly on QA and coaching, but lacks integrated scheduling, forecasting, and deep AI analytics that Calabrio provides. This makes Calabrio ideal for scaling teams.

Which Platform is Best for Real-Time QA?

Balto leads in real-time QA. It listens to calls live, gives agents in-the-moment prompts, and flags issues instantly. If your team needs instant guidance and full call coverage without delay, Balto works best. It fits regulated industries where compliance and timing are critical.

Can I Use These Tools Without Replacing my CRM or Ticketing System?

Yes. Most alternatives integrate with CRMs like Salesforce and helpdesks like Zendesk. Platforms like Calabrio, Genesys, and Talkdesk offer native integrations and APIs. You won’t need to replace your stack, just connect and sync data to improve QA and coaching workflows.

Which EvaluAgent Alternative Works Best for Zendesk Users?

Kaizo is built specifically for Zendesk and Salesforce. It auto-scores 100% of tickets, provides real-time performance dashboards, and links QA to gamified coaching. If your team runs on Zendesk, Kaizo delivers seamless integration and speed without needing additional tools.

What if I Need Full CCaaS, Not Just QA?

Platforms like Talkdesk, Genesys Cloud CX, and NiCE CXone Mpower go beyond QA. They include contact center features like call routing, IVR, agent assist, and omnichannel support. These tools work best for large teams needing complete CX control across voice and digital.

Which Platform is Easiest to Set Up and Use?

Scorebuddy and Calabrio are beginner-friendly. With both these tools, you get fast onboarding, drag-and-drop scorecard builders, and clean interfaces. If your team is small or new to QA tools, these platforms help you get started quickly without needing IT support or long setup times.

Can I Automate Coaching Based on QA Data?

Yes. Tools like Calabrio, Convin, and Kaizo let you link QA scores to personalized coaching plans. You can assign sessions, track agent progress, and automate follow-ups. This turns feedback into action, helping you boost performance without manual tracking.

What’s the Best EvaluAgent Alternative for Enterprise Compliance?

Calabrio ONE is ideal. It includes encrypted recordings, audit trails, and access controls. Financial, healthcare, and government teams trust it for compliance. If your industry requires strict security and performance oversight, Calabrio fits better than QA-only tools.

How Should I Choose the Right EvaluAgent Alternative?

Start with your needs. If you want all-in-one performance tools, choose Calabrio. For real-time coaching, pick Balto. If your team uses Zendesk, Kaizo works best. For full CCaaS, go with Genesys or Talkdesk. Match features to your tech stack and growth goals.

Observe.ai is a solid choice for call intelligence, but it’s not the only one.

Whether you’re looking for better pricing, deeper insights, or smoother integrations, there are other tools worth your attention.

We compared platforms across real support and sales environments to find the most capable options.

Here are the 10 best Observe.ai competitors and alternatives in 2025 that deliver real performance where it counts.

1. Calabrio ONE: Best Overall Unified Workforce Engagement
2. CallMiner Eureka: Deep Conversation Intelligence
3. Balto: Real-Time Agent Coaching
4. Talkdesk: Enterprise Omnichannel CCaaS
5. Genesys Cloud CX: Scalable Omnichannel CCaaS
6. Tethr: Actionable Conversation Intelligence
7. Verint Systems: Enterprise-Grade Intelligence Platform
8. EvaluAgent: Flexible QA Automation Platform
9. Chorus: Conversation Intelligence for Sales
10. Level AI: AI-First QA Automation

What it does: Calabrio ONE is a workforce engagement platform that helps you manage call recording, quality checks, agent coaching, and staffing in one place. It uses AI to give insights and improve both agent performance and customer experience.

Who it is for: It is best for contact center managers, team leaders, workforce planners, and QA analysts who want to improve operations, monitor agent performance, and plan staffing from a single, easy-to-use platform.

Calabrio ONE helps contact centers stay organized, save time, and make faster decisions. Unlike other options, you don’t have to switch between five different tools. You get one system that does it all in one place. This saves your team from confusion and helps them focus on what matters most.

The Workforce Management tool helps you predict busy times and schedule agents correctly. The system learns from past data to suggest the best schedules. This helps reduce overtime, avoid understaffing, and improve coverage during peak hours.

The Quality Management tools let you score calls, coach agents, and spot trends. You can set up custom scorecards that match your goals. This makes it easier to give feedback, improve training, and raise performance across the team.

Calabrio also includes interaction analytics that show customer mood, spot keyword patterns, and flag issues. This helps managers catch problems, track sentiment, and act quickly before small issues become big ones.

Calabrio ONE is cloud-based, so updates are smooth and there is no downtime. You can scale easily if your team grows. The dashboards give you a clear, simple view, and show you what’s working and what needs attention.

Setting everything up takes a bit of time. Your team may need training at the start. But once it’s up, the time saved and the improvements you get make it worth it. Our team helps every step of the way so you get full value.

Pros

• Truly Unified Platform: Calabrio offers an all-in-one solution that merges workforce management, quality assurance, analytics, and customer intelligence, eliminating the need for separate, disconnected tools. This integrated approach helps reduce complexity and ensures faster, more actionable insights.
• AI That Actually Works: Calabrio embeds AI natively across the suite; from predictive forecasting to automated quality scoring and conversational analytics. Unlike bolt-on solutions, Calabrio’s AI grows smarter over time and empowers users with real-time, coachable insights.
• Enterprise-Grade Without the Bloat: Mid-market and enterprise-ready, Calabrio’s cloud-native design ensures scalability from 5 to 15,000+ agents. It delivers high reliability, rapid deployment, and low total cost of ownership, especially compared to legacy-heavy or over-engineered competitors.
• Analytics for Everyone, Not Just Data Teams: With drag-and-drop dashboards, natural language queries, and embedded sentiment analysis, Calabrio’s analytics are built for frontline supervisors, not just analysts, helping teams act faster, not just report better.
• Human Support That Actually Shows Up: Calabrio invests in long-term partnerships with minimal outsourcing. Support is responsive, grounded in real expertise, and consistently rated highly by customers.

Cons

• Takes time to set up

Calabrio ONE gives you everything you need to run a better contact center. It improves agent performance, saves time, and helps you manage operations with confidence, all in one clean, powerful platform.

Looking to upgrade from Observe.ai? Book a demo today to see how Calabrio can do more for your contact center.

What it does: CallMiner Eureka analyzes every customer conversation like on calls, chats, emails, texts, and social, to track sentiment, spot compliance risks, and uncover performance trends in real time and post-call.

Who it is for: This platform is for large contact centers, compliance teams, and QA managers who need detailed analytics across every customer touchpoint to improve service, reduce risk, and coach agents.

CallMiner provides full visibility across every interaction. It accurately transcribes conversations, detects tone and emotion, and scores sentiment for both agents and customers. Calls can be filtered by topic, such as complaints or cancellations, and tracked to see how they trend over time.

Its dashboard setup is flexible, allowing organizations to tailor views around coaching priorities, call drivers, and compliance alerts. Real-time cues enable supervisors to act quickly, while post-call analytics support structured QA workflows.

The platform also offers pre-built templates for regulated industries, automatically flagging risky language, supporting fraud detection, and ensuring script adherence. Users can search across millions of interactions and drill into details such as script compliance or customer frustration.

While CallMiner delivers strong capabilities, reviews note a few challenges. Some users find the coach dashboards to be overly complex for team leaders, particularly when visual graphs still imply scoring after numbers are removed. 

Others highlight that the solution can be expensive, especially when factoring in add-ons.

A few reviews mention that transcription and sentiment analysis, though generally accurate, can occasionally miss nuances in complex or noisy audio, leading to missed insights. Additionally, some organizations report a steep learning curve, though they also acknowledge the availability of strong supporting resources to assist adoption.

Pros

• Analyzes all interactions
• Strong sentiment and emotion scoring
• Compliance and fraud detection

Cons

• Steeper learning curve
• Needs technical setup for full use
• Some UI lag with large datasets

CallMiner Eureka gives you deep insight into conversations across every channel. It’s good for large, data-driven teams that want real-time feedback, accurate sentiment tracking, and full compliance coverage in one platform.

What it does: Balto provides live call guidance, automated QA, coaching insights, and post-call summaries. It improves compliance, boosts performance, and supports agents with in-the-moment help to follow scripts and meet call goals.

Who it is for: Best for support and sales teams with strict scripts, coaching managers tracking agent performance, and QA or compliance leaders in finance, healthcare, or any high-stakes contact center environment.

Balto is designed for live environments where agents need real-time support rather than solely post-call reviews. It listens to calls as they happen and provides prompts, checklists, and alerts when agents miss key phrases or deviate from scripts, helping maintain compliance and conversational quality.

The platform scores every call using AI, automatically flagging exceptions and compiling coaching packets for managers. This eliminates the need to manually review extensive audio files, as key moments are already highlighted. Coaching tools produce weekly summaries and track performance trends, enabling managers to focus on targeted improvements.

Balto also generates real-time call notes and syncs them with CRM platforms like Salesforce, streamlining workflows and improving post-call accuracy. Its business dashboard offers leadership insight into CSAT scores, script adherence, and team-level trends. Integration with major CRMs and CCaaS providers is typically straightforward.

While Balto delivers strong real-time capabilities, reviews highlight some areas for improvement. Users note that reporting depth could be expanded to offer more actionable insights. Some mention occasional call data refresh issues when the platform is left idle. In more complex service environments, certain administrative changes may require tedious manual repetition.

Pros

• Excellent real-time guidance
• Fast agent ramp-up and coaching automation
• Strong CRM and CCaaS integrations

Cons

• Reporting could be a bit better
• Setup and training need effort
• Admin tasks feel repetitive and slow

Balto is perfect for teams that want real-time help, faster coaching, and better compliance. It’s easy to use, saves managers time, and drives stronger call outcomes where accuracy and consistency matter most.

What it does: Talkdesk is a cloud-based contact center platform offering voice, chat, email, SMS, and social support, plus AI tools, analytics, and workforce features, all built for global, high-volume customer operations.

Who it is for: Ideal for enterprise and midsize support teams needing omnichannel, AI-powered communication, quality tracking, and CRM integrations. It also fits regulated industries and outbound sales teams with complex routing needs.

Talkdesk supports almost every channel in one platform. You can route calls, emails, and messages using smart IVR, AI, and real-time rules. This ensures customers reach the right team quickly and consistently.

One standout capability is the low-code Studio builder. It allows teams to design and launch custom workflows with drag-and-drop logic, making omnichannel journey creation more accessible without heavy reliance on developers. This reduces the time from concept to deployment and enables faster iteration.

While Talkdesk offers a built-in WEM suite, some organizations find it lacks the depth needed for advanced coaching, flexible scheduling, or analytics customization. That’s where a dedicated platform like Calabrio ONE adds value. 

By integrating directly with Talkdesk, Calabrio brings in powerful tools for automated quality evaluations, agent self-scheduling, and performance insights that drive real improvement. This setup gives teams the flexibility to grow without being limited by native feature sets, unlocking a more complete workforce strategy without disrupting their CCaaS environment.

Reviews indicate several customer concerns with Talkdesk. Some report slow support and billing response times, alongside a lack of billing transparency that makes it difficult to track per-call costs or anticipate charges. Others describe billing disputes and refund issues, including delays in resolution and credits issued instead of refunds. A few users also note integration challenges with platforms like Salesforce and StellaReview, as well as limitations in the autodialer for some environments.

Pros

• Full omnichannel coverage
• Low-code automation tools
• AI agent assist and analytics

Cons

• Complaints about slow customer support
• Occasional call quality issues
• Reporting UI and admin setup can feel complex

Talkdesk gives large teams everything they need to scale support with control and precision. If you can handle the setup, it’s one of the most complete CCaaS platforms available today.

What it does: Genesys Cloud CX is a cloud-native platform that handles voice, chat, email, SMS, and social interactions. It offers AI tools, workforce management, and advanced analytics for full contact center control and global operations.

Who it is for: Best for mid-size and enterprise teams that need omnichannel support, AI automation, and strong reporting across sales, support, or compliance-heavy customer experiences.

Genesys Cloud CX gives you everything in one platform. You can build custom IVRs, use predictive routing, and guide customer conversations through bots, scripts, and self-service flows. The drag-and-drop builder makes it easy for teams to manage changes without needing developers.

The list of AI features offered here is impressive. Sentiment tracking, real-time transcription, and predictive engagement tools help users understand customer mood and improve response timing. Agent assist features, which surface suggestions mid-call, can also support faster resolutions and more consistent service.

The WEM (Workforce Engagement Management) suite includes forecasting, scheduling, and quality monitoring. Gamification features and agent performance dashboards provide better visibility into who needs coaching or recognition. Real-time views of staffing and call volume are especially useful during peak periods, helping teams stay agile and on target.

The AppFoundry marketplace and REST APIs allow customers to plug in tools like Salesforce, Azure AD, and Zendesk. That gives the flexibility to customize without losing stability. 

Reviews highlight several concerns with Genesys Cloud. Users report unreliable service, including outages, agents being removed from queues, and lines going down, as well as a lack of IVR reporting capabilities. Some note frequent crashes that disrupt operations. Others cite limited chat and email functionality, such as the inability to assign email tickets effectively, and recurring bugs that affect typing or message handling.

Pros

• Full omnichannel coverage
• Strong AI and workforce features
• Reliable, scalable, global infrastructure

Cons

• High costs for advanced tiers
• Learning curve for WEM and reporting
• AI tools can feel inconsistent

Genesys Cloud CX gives large teams full control over customer experiences. It’s best for those who need enterprise-grade AI, analytics, and global support. Smaller teams may struggle with cost and setup complexity.

What it does: Tethr analyzes 100% of calls, chats, emails, and texts using AI, measuring agent behavior, sentiment, and effort. It delivers real-time coaching, automated QA, and custom insights for faster decisions and better outcomes.

Who it is for: Ideal for CX, QA, and compliance teams in mid-to-enterprise contact centers who want real-time guidance, coaching insights, and full interaction analytics across both voice and digital channels.

Tethr provides full visibility into every customer interaction. The platform uses NLP and machine learning to transcribe and analyze conversations, detecting effort, measuring friction, and flagging patterns tied to churn or conversion opportunities.

The Tethr Effort Index and predictive CSAT scores help identify which parts of the call negatively impact customer experience. These insights can be used to adjust scripts and drive improvements in both agent confidence and customer tone.

Tethr Live supports agents in real time by offering prompts, alerts, and direct links to relevant knowledge base content. Supervisors receive notifications during critical moments, which is particularly valuable when onboarding new hires or managing high-risk interactions.

On the backend, Tethr builds custom dashboards by role, giving CX leaders, QA managers, and product teams tailored views. Post-call insights feed directly into coaching workflows, and QA automation helps reduce manual review time.

Pros

• Real-time agent assistance
• Predictive effort and CSAT scoring
• Full QA and compliance automation

Cons

• Custom pricing requires quotes
• Speech accuracy varies in noisy calls
• Some reporting features feel complex

What it does: Verint offers conversation intelligence, workforce tools, AI bots, and omnichannel analytics for contact centers. It captures and analyzes interactions across voice, chat, email, and surveys to improve compliance, performance, and customer experience.

Who it is for: Best for large or mid-sized organizations in regulated, complex environments that need advanced analytics, automated QA, and real-time insight across customer interactions.

Verint’s strength lies in its open, modular design, allowing organizations to deploy only the tools they need or the full platform. It supports voice and text analytics, knowledge management, and virtual assistants, providing leaders with control, visibility, and automation across service operations.

Its speech analytics capabilities are a core differentiator, transcribing 100% of interactions, flagging compliance risks, and surfacing call trends that can help reduce handle times and improve agent coaching. These insights are often used to boost NPS and overall service quality.

The Intelligent Virtual Assistant enables the creation of AI-powered chatbots and voice bots to reduce call volume and manage repetitive requests, lowering agent workload while improving response consistency. AI-driven scoring tools measure effort and satisfaction to track performance over time.

Verint’s knowledge management system supports faster answers through contextual search, improving first contact resolution. Post-call data flows into role-based dashboards so CX, product, and QA teams each receive tailored insights.

While Verint delivers extensive capabilities, reviews highlight some areas for improvement. Users point to a dated user interface that could benefit from a more fluid design, and note that the platform can feel overly technical for those new to workforce management. Others mention limited reporting usability and inaccurate transcriptions in some call recordings.

Pros

• Enterprise-level analytics and automation
• Modular, flexible deployment
• Strong ROI from compliance and efficiency gains

Cons

• High cost and add-ons
• Setup requires time and training
• Interface performance issues in large environments

Verint is a complete solution for enterprises needing serious analytics and compliance tools. It’s best for teams ready to invest in long-term transformation and full control over their service operations.

What it does: EvaluAgent scores 100% of calls, chats, emails, and texts using AI, customizable QA tools, and real-time coaching to improve compliance, agent behavior, and customer outcomes at scale.

Who it is for: Ideal for QA leaders, CX managers, and regulated contact centers that need full visibility, faster evaluation, and real-time feedback across every customer interaction.

EvaluAgent covers the entire QA workflow. You can score every conversation automatically using custom scorecards. AI tracks sentiment, keywords, and compliance issues while dashboards show agent performance and call patterns in real time.

EvaluAgent makes it easy to start small and expand. Many teams begin with Auto-QA and e-learning, then grow into advanced workflows and BI reporting. Real-time alerts help supervisors catch coachable moments during live calls, while the coaching tools make 1-to-1 sessions more structured and actionable.

The platform also supports agent motivation. Dashboards, leaderboards, and gamification give reps visibility into their scores and drive engagement. Built-in training tools let managers assign lessons based on performance triggers, making it easier to close skill gaps.

EvaluAgent connects smoothly with CRMs, CCaaS platforms, and systems like Zendesk and Salesforce. Integrations with call recording and telephony tools typically require little to no custom development, helping reduce implementation time.

Reviews of EvaluAgent mention several areas for improvement. Some users report credential reset bugs that can temporarily impact platform performance when expired credentials are not immediately recognized. Others note a less intuitive interface compared to other tools, with a need for more visual representation of results. Additional feedback includes duplicate notifications and layout limitations within evaluations, which can make reviewing results less streamlined.

Pros

• Full coverage QA automation
• Real-time coaching and alerts
• Built-in training and engagement tools

Cons

• Requires thoughtful setup and configuration
• Some UI elements feel rigid
• Limited flexibility in custom workflows

EvaluAgent gives contact centers everything needed to automate QA, boost agent performance, and stay compliant. It’s a powerful, easy-to-use tool. Just be ready to invest time in a proper setup for long-term success.

What it does: Chorus records, transcribes, and analyzes calls, meetings, and emails. It delivers AI-powered summaries, coaching insights, and deal signals to help sales and customer success teams close more business and improve communication.

Who it is for: Best for revenue leaders, sales coaches, and CX teams who want to improve rep performance, boost pipeline visibility, and learn from real customer conversations.

Chorus captures every conversation and makes it searchable. It turns meetings into transcripts, highlights, and action items. This makes it easier for teams to review key points without relying on manual note-taking. Summaries help track follow-ups and prep for next steps quickly, especially useful in fast-moving sales environments.

Beyond transcription, Chorus surfaces trends across conversations. It can flag competitor mentions, pricing objections, or product feedback, giving teams better visibility into at-risk deals and helping refine sales strategies.

The platform is also a strong coaching tool. Highlight reels and playlists make onboarding faster by showing new reps what successful calls sound like. Scorecards and trend reports help managers track rep performance and guide feedback sessions more effectively.

It connects well with Zoom, Salesforce, and calendar tools, so recordings and summaries showed up where you would need them. It also pulls in emails and syncs notes across systems, keeping everything organized.

Reviews of Chorus by ZoomInfo point to a few areas for improvement. Some users note transcription accuracy issues in cases with overlapping voices or strong accents, which can require occasional manual cleanup. Others mention limited meeting summary detail, leading to extra time spent reviewing full transcripts. Additional feedback highlights that pricing is higher compared to some competitors.

Pros

• Smart AI summaries and action items
• Coaching tools and highlight reels
• Strong CRM and calendar integrations

Cons

• High price for smaller teams
• Summaries can miss details
• Some users report a “Big Brother” vibe

Chorus gives your team a clear edge in performance, coaching, and visibility. It’s best for companies ready to invest in insight-driven sales enablement backed by real conversations.

What it does: Level AI uses semantic intelligence and generative AI to automate QA, assist agents live, and surface customer insights across all interactions like calls, chats, and emails in one connected platform.

Who it is for: Perfect for mid to large contact centers that want to fully automate QA, give agents real-time guidance, and get deep visibility into CX, performance, and sentiment patterns at scale.

Level AI analyzes every conversation and scores it against your QA rubric using its built-in QA-GPT engine. This gives 100% coverage with near-human-level accuracy, saving hours of manual review and helping teams stay compliant, consistent, and responsive to trends.

Level AI is built to streamline quality assurance by automating what used to take hours. It can flag missed greetings, empathy gaps, and compliance risks without needing teams to manually review call recordings. A unified dashboard helps managers coach in real time and spot patterns across teams more efficiently.

Agent Assist works during live calls and chats. It shows next-best actions, answers complex questions, and guides agents based on intent and emotion. The AgentGPT tool pulls info from knowledge bases instantly, making conversations faster and more reliable.

The voice-of-customer tools help spot common frustrations and product issues quickly. Custom reports linked call behavior with KPIs like CSAT and churn. This closed the loop between frontline activity and overall CX outcomes.

Reviews of Level AI highlight a few areas for refinement. Some users report that AI evaluations can be overly literal, marking agents down if exact keywords are not used, even when alternative phrasing is contextually correct. Others note minor sentiment detection inaccuracies and occasional lag when handling large data sets or switching features. Feedback also points to limited drill-down and customization in reporting, with some requesting more tailored dashboard options to better support performance management needs.

Pros

• 100% automated QA scoring
• Live agent guidance and AI coaching
• Unified dashboard for CX analytics

Cons

• Sentiment/intent AI sometimes misfires
• Setup requires technical configuration
• No public pricing; enterprise only

Level AI is built for teams ready to scale QA, reduce coaching time, and improve CX with advanced AI. It’s not plug-and-play, but it’s one of the smartest tools for performance transformation.

To ensure a thorough and unbiased assessment, each platform was measured against critical factors that contact center leaders consistently identify as essential for driving meaningful operational improvements.

1. 100% QA Coverage (Without the Headaches)

Leading platforms now automate scoring across calls, chats, and emails using real QA rubrics. The strongest options replace manual reviews with fast, accurate, AI-powered evaluations.

Key capabilities include:

• Custom scorecards with weighted categories
• Detection of tone, script adherence, and soft-skill gaps
• Always-on QA running in the background without manual tagging

2. Real-Time Agent Coaching

Observe lacks real-time assistance, so platforms offering live prompts and next-best actions during conversations were prioritized.

What matters here:

• In-call tips and intelligent nudges for agents
• Live detection of sentiment shifts and customer intent
• Measurable impact on reducing repeat contacts and missed escalations

3. Workflow Automation & Coaching Tools

The best solutions go beyond scoring, triggering follow-ups, coaching tasks, and reporting without additional administrative work.

Strong platforms offer:

• Automatic coaching assignments tied to QA results
• Historical agent trend tracking built into dashboards
• Workflow tools that reduce manual oversight

4. Analytics That Go Beyond Compliance

Powerful alternatives surface voice-of-customer insights, sentiment trends, and business impact metrics, not just QA flags.

Top analytics capabilities include:

• Predictive scoring for effort, CSAT, or churn
• Easy filtering by agent, team, or call type
• Root cause analysis for repeat calls or negative reviews

5. Setup, Scalability, and Integration

Deployment speed and ecosystem fit are critical. Platforms were evaluated on how easily they integrate into common tech stacks and scale with team growth.

Key evaluation points:

• Out-of-the-box integrations with Salesforce, Zendesk, and CCaaS tools
• Fast setup and simple QA calibration
• Proven scalability across teams of all sizes

6. Real-World QA + Coaching Impact

The strongest platforms support complete QA-coaching loops and deliver measurable performance improvements. They go beyond matching Observe by raising the bar on automation, agent guidance, and insight delivery for team leaders.

Calabrio ONE delivers everything Observe offers, and goes further, by giving contact centers the tools they need to simplify operations, improve performance, and scale with confidence. It’s built to help leaders turn insights into action faster, while empowering agents to deliver their best work.

With Calabrio ONE, you get:

• AI-driven forecasting to improve staffing accuracy, cut costs, and avoid under- or overstaffing
• Built-in quality management with customizable scorecards and automated evaluations for 100% interaction coverage
• Real-time analytics across calls, chats, and emails for quick, data-backed decision-making
• Agent coaching and performance tools to boost productivity, consistency, and engagement
• One unified platform for QA, WFM, analytics, and coaching, no more juggling multiple tools

For contact centers looking to scale, improve efficiency, and deliver a consistently exceptional customer experience, Calabrio is the smarter choice.

Schedule a demo today and learn more about how the switch from Observe will help you out.

Why Should I Switch from Observe.ai to a Competitor?

Most Observe.ai alternatives offer better real-time coaching, faster QA automation, and more flexible analytics. Some tools, like Calabrio or Balto, combine agent assistance with full QA coverage. If you need more than basic compliance tracking, switching gives you broader insights and stronger workflow automation.

How Do These Alternatives Improve Coaching Compared to Observe.ai?

Many of these tools support real-time agent guidance during live calls, not just post-call reviews. They highlight missed phrases, suggest next-best actions, and deliver targeted coaching packs automatically. This speeds up feedback loops and boosts agent performance while reducing the time managers spend reviewing calls manually.

Which Alternative Works Best For Sales Teams?

Chorus is the best fit for sales-focused teams. It analyzes meetings, calls, and emails to track deal progress, flag objections, and generate smart follow-ups. Its coaching tools help new reps ramp faster, and trend tracking reveals what works across top performers.

What’s the Easiest Alternative To Set Up For a Small Team?

EvaluAgent is one of the easiest tools to start with. It offers plug-and-play QA automation, simple CRM integrations, and built-in training tools. You can start with just QA scoring and expand to coaching later. The platform works well even for smaller teams with limited resources.

Do Any Of These Tools Offer a Complete Platform for QA, WFM, and Coaching?

Calabrio ONE offers the most complete platform. It combines QA automation, workforce management, agent coaching, and analytics in one system. You can manage schedules, score calls, coach agents, and track performance without switching between tools, which saves time and reduces complexity.

What Integrations Should I Look For When Switching?

Check for native integrations with your CRM (like Salesforce or HubSpot), CCaaS provider (like Genesys or Talkdesk), and ticketing tools (like Zendesk). Also verify if the platform supports SSO, APIs, and real-time sync. The right integrations reduce manual work and keep workflows consistent across systems.

In recent years, the contact center industry has made significant strides in how we support and manage our employees—particularly agents, who play a crucial role on the front lines. 

A clear trend has emerged: the happier agents are, the more empowered and motivated they are to deliver exceptional customer service. We’ve made real progress—adopting hybrid working models, streamlining processes, and introducing smarter tools that give agents greater control over their day-to-day experience. 

But perhaps the most transformative shift has come from enabling true autonomy—with self-scheduling and time-off requests, real-time feedback and coaching. Reducing friction in everyday processes lowers stress, minimizes burnout, and helps agents focus on what really matters: connecting with and delighting customers.
 

The Proof Is in the Performance

Organizations adopting smarter, automation-enhanced workforce management solutions see measurable results: 

• +16.8% boost in agent efficiency 
• +18.4% improvement in agent satisfaction 
• –4.7% reduction in turnover 

That last figure is especially powerful. Contact centers face some of the highest attrition rates in any industry, and replacing an agent can cost 30–50% of their annual salary. Even a 5% drop in churn means happier teams, lower costs, and a more experienced workforce. 

The Ripple Effect of Empowered Agents

When agents have control of their day, the benefits extend across the business: 

• Faster resolution of customer issues, improving satisfaction and NPS 
• Greater empathy in conversations, driving more human, impactful service 
• More stable teams, reducing training time and errors 

This is the power of human-centric technology, systems that don’t just manage people, but actively support them. 

But Many Tools Haven’t Kept Up

Despite progress, many contact centers are still tied to legacy, rule-based systems designed for a slower, less dynamic work environment. 

Agents need more than static schedules or ticket queues—they need instant clarity. They need tools that understand their context, speak their language, and respond in the moment. 

Introducing Calabrio Agent Assist

Calabrio Agent Assist is our next-generation, Agentic AI-powered workforce assistant. It’s conversational, intelligent, and built for agent autonomy. Whether checking shifts, requesting time-off, or volunteering for overtime, Agent Assist offers agents seamless self-service across their daily scheduling needs, all in real time and within policy.

With Agent Assist, agents can simply ask: 

“Can I leave early tomorrow?” 

“Can I book a holiday for next week?” 

…and instantly receive a compliant, context-aware answer based on their schedule, staffing coverage, and company policy—no tickets, no delays, no guesswork.  

Agent Assist: 

• Uses natural language for intuitive, human-like interactions 
• Adapts in real time to staffing needs and individual permissions 
• Empowers with guardrails that ensure policy compliance 
• Is mobile-first, meeting agents wherever they are 
• Supports 50+ languages, making it easy for agents to interact in the language they’re most comfortable with 

It’s not about adding more features, it’s about making the right things easy. 

Why This Matters Now

Contact centers face increasing complexity, from live staffing adjustments to ever-changing SLAs. We’re no longer optimizing solely for efficiency; we’re optimizing for resilience, flexibility, and experience. 

When AI-driven autonomy meets compliance, you create an environment where agents stay longer, customers are more satisfied, and businesses stay ahead. 

Your Agents’ New Best Friend

The best part? Agent Assist is included for all Calabrio WFM customers—no hidden fees, no add-ons, just instant agent autonomy. 

If you already have access, simply head to the Notifications section and enable it with one click. Not seeing it yet? Your rollout is on the way—reach out to your Calabrio Account Manager or your Customer Success Manager for your timeline. 

Not a Calabrio customer? Now’s the perfect time to see what’s possible. Book a custom demo to discover how Agent Assist can empower your agents, boost performance, and transform your contact center experience to turn your customers into superfans. 

The future of workforce support is here, and it starts with a simple conversation.