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WorkForce Suite vs Calabrio

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Our analysts compared WorkForce Suite vs Calabrio based on data from our 400+ point analysis of Workforce Management Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
WorkForce Suite Software Tool
Calabrio Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

72 Detailed Analysis

User Sentiment

Good User Sentiment (61 Reviews)

Analyst Rating

75 Detailed Analysis

User Sentiment

Great User Sentiment (316 Reviews)

Workforce Suite, formerly known as EmpCenter, is a full-service suite from Workforce Software that provides a variety of HR software to meet the needs of businesses of all sizes.

Features such as time and attendance, labor scheduling and labor analytics help streamline HR processes and facilitate interactions between managers and employees. Managers can collect, track and analyze data to recognize trends within the company and improve existing business practices.

Many users appreciate its user-friendly interface and employee engagement features, while some feel that it offers limited customization options. For pricing information, contact the vendor.

Pros
  • Intuitive interface
  • Streamlined scheduling
  • Mobile accessibility
  • Automated reports
  • Cost-effective
 Cons
  • Limited customization
  • Occasional bugs
  • Basic time tracking
  • Learning curve for complex features
  • Limited integrations
read more...
Calabrio is a customer experience analytics suite that helps businesses improve interactions and promote engagement by tracking encounters and giving staff members feedback. The ONE attribute provides embedded advanced analytics to increase workforce optimization by recording calls and voice-of-the-customer (VoC) analytics, enabling quality and workforce management. Its scalability allows rapid implementation of remote work paradigms and careful management over operational costs and customer satisfaction.

It also empowers contact centers to quickly locate consumer sentiments and communicate insights with other enterprise sections using AI-driven technologies.

Pros
  • Scalable & customizable
  • Robust reporting & analytics
  • Agent engagement features
  • Integrates with other tools
  • Mobile-friendly interface
 Cons
  • Steep learning curve
  • Costly setup & maintenance
  • Limited scheduling flexibility
  • Customization can be complex
  • Occasional performance issues
read more...
$10/User, Monthly
Free Trial is available →
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Tailored to your specific needs
$75/Agent, Monthly
Free Trial is available →
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Tailored to your specific needs
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Android
Chromebook
Windows
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Linux
Android
Chromebook
Cloud
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Mobile
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On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Reduce Labor Costs: Analytics and forecasting functionalities reduce labor costs and ensure that you’re not scheduling more employees than necessary to complete tasks.
  • Access On-the-Go: Access the system and utilize all features directly through any internet-connected device.
  • Integration: Integrate with a variety of other vendors, including SAP, Oracle, Benefitfocus and more.
  • Improve Communication: Enable employees to use self-service tools to view HR processes and communicate with managers.
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  • Connect Remotely: Enable better work-from-home solutions for off-site employees using omnichannel interaction metrics, speech recognition attributes and live monitoring tools. Give managers detailed information regarding remote staff with AI-powered desktop analytics and off-site quality management programs. 
  • Engage Workforces: Deliver better employee engagement by leveraging metrics like collected revenue, customer loyalty, net promoter score and key employee retention. 
  • Improve Enterprise Performance: Identify KPIs to help employees and leaders. Collect and track agent performance information. Deliver targeted training, games and real-time data related to business insights for better workforce management. 
  • Ensure Security: Provide information security by giving managers tools to detect risks, undergo investigations and remove security threats. Protect business operations and help regulate personal data, such as GDPR or CCPA data. 
  • Promote Transparency: Access business data, including location data stored in one unified location. Allow employee segmentation based on job roles, tasks and breaks. Updates business decisions regularly. 
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  • Time and Attendance: Track and record data, ensure compliance with labor regulations, and automate and streamline payroll processes directly through the mobile app.
  • Scheduling: Allow employees to trade shifts and set preferences for their work schedule, and enable managers to review and approve shift changes before they go into effect.
  • Forecasting: Use accurate labor forecasts to create fair, flexible schedules that enhance employee experiences and reduce burnout. Minimize overstaffing and understaffing to ensure maximum productivity, and prevent errors and unnecessary overtime.
  • Absence Compliance Tracker: Comply with industry regulations such as FMLA, plan realistic schedules for employees returning to work and track general leave hours.
  • Analytics: Create custom reports and dashboards specific to your business needs to get a clear picture of how your team is performing. Enable notifications that alert you to important issues like unexpected overtime, urgent scheduling needs or policy violations. Use the drag-and-drop interface to generate data-driven reports in Excel, PDF and HTML formats.
  • Task Management: Ensure your employees have the right information, are updated, and are focused on the right tasks. Store all team files and materials in one place and create custom workflows to ensure tasks are assigned and completed by the right people.
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  • Call Recording: Automatically record and retrieve calls. Utilize recorded data and gain strategies to fuel better decision-making. Tag inbound calls for better identification and to communicate with others for mentoring or training. 
  • Analytics: Deliver helpful information collected by unique metrics such as complex data conversion, phonetics amalgamations and speech-to-text. Provide complete visibility for various essential business reports such as customer interactions. Collect structured and unstructured business data in a centralized location to better understand trends information relating to chats, surveys, emails, calls, back-office processes, social media posts or websites. 
  • Reporting: Compare employee performance and team workflows through real-time, detailed customer interaction reports. Evaluate employee productivity and hours worked. Connect with stakeholders better via intuitive charts and graphs. 
  • Quality Management: Set up a comprehensive quality command center to acquire audio and video recordings and oversee evaluation forms. Automatically receive quality management information and monitor potential quality-related errors with constant updates. 
  • Workforce Management: Set an automated contact center supervisor to provide scheduling flexibility and task management. Navigate workforce complexities in a systematic order with intuitive workforce management tools. 
  • Calabrio One: Improve business productivity via valuable consumer interaction resources. Predict business trends and get data-powered insights with AI and ML technology. Scale productivity with a customizable tool that supports workforce engagements, built-in security and customer-centric statistics. 
read more...

Product Ranking

#1

among all
Workforce Management Software

#73

among all
Workforce Management Software

Find out who the leaders are

Analyst Rating Summary

72
75
57
86
82
82
45
73
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Mobile Capabilities
Leave and Absence Management
Platform Capabilities and Compliances
Employee Scheduling
AI-based Capabilities

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

WorkForce Suite
Calabrio
+ Add Product + Add Product
AI-based Capabilities Dashboard And Reporting Employee Engagement And Collaboration Employee Scheduling Leave And Absence Management Mobile Capabilities Platform Capabilities And Compliances Time And Attendance Management Workforce Planning And Management 57 82 45 66 75 100 70 68 71 86 82 73 90 100 75 93 25 79 0 25 50 75 100
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Analyst Ratings for Technical Requirements Customize This Data Customize This Data

70%
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User Sentiment Summary

Good User Sentiment 61 reviews
Great User Sentiment 316 reviews
75%
of users recommend this product

WorkForce Suite has a 'good' User Satisfaction Rating of 75% when considering 61 user reviews from 3 recognized software review sites.

87%
of users recommend this product

Calabrio has a 'great' User Satisfaction Rating of 87% when considering 316 user reviews from 3 recognized software review sites.

4.1 (31)
4.3 (111)
4.7 (18)
n/a
n/a
4.5 (181)
1.5 (12)
3.7 (24)

Awards

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SelectHub research analysts have evaluated Calabrio and concluded it earns best-in-class honors for Leave and Absence Management.

Leave and Absence Management Award

Synopsis of User Ratings and Reviews

Time and Attendance Tracking: Capture time and pay data to accurately track employee hours and wages. This helps reduce errors and ensure compliance with labor laws.
Employee Scheduling: Easily schedule and manage employee shifts to ensure that the right labor mix is available at the right time and cost.
Absence Management: Manage absences and leaves to comply with regional labor laws and reporting requirements.
Compliance: Navigate complex labor requirements and mitigate risks with advanced compliance features, such as automated right-to-work document verifications.
Integrations: Integrate with several third-party apps to eliminate manual data entry and reduce errors, and ensure a smooth flow of information across different platforms.
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Accurate Forecasting and Scheduling: Reduces over/understaffing, optimizes agent utilization, and accurately predicts staffing needs based on historical data and real-time trends.
Improved Agent Engagement: Gamification, incentives, self-scheduling, and personalized coaching boost morale, productivity, and retention.
Enhanced Compliance: Ensures adherence to industry regulations and internal policies through automated scheduling rules, real-time alerts, and comprehensive reporting.
Omnichannel Support: Manages agents across voice, email, chat, and social media, providing a unified view of customer interactions and agent performance.
Robust Reporting and Analytics: Offers actionable insights into agent performance, customer satisfaction, and operational efficiency, enabling data-driven decision-making.
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Potential Costs: Implementing the software involves an initial investment, including customization and training. Ensuring the system is adequately supported and maintained requires ongoing expenditure.
Difficult to Use: Some solutions can be challenging to use, especially for schedule adjustments and delegating duties, which often require administrator intervention. Data export and import processes can also be complex, with the need to export data from the system and then import it into the payroll system, without direct integration.
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Steep Learning Curve: The interface can be complex for new users, requiring extensive training and support.
Costly Setup and Maintenance: Calabrio's pricing can be high compared to simpler WFM solutions, and ongoing maintenance adds to the cost.
Limited Scheduling Flexibility: While powerful, Calabrio's scheduling features might not cater to all specific needs, especially for small or dynamic teams.
Customization Complexity: Advanced customization options can be intricate and require technical expertise to implement effectively.
Occasional Performance Issues: Some users report occasional performance issues, particularly in large or complex deployments.
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User reviews for Calabrio present a mixed bag. Fans rave about its robust features and scalability, particularly for complex contact centers. "Calabrio easily handles our multi-skilled team and intricate compliance needs, something our earlier WFM software like Genesys couldn't dream of," one user gushed. However, the steeper learning curve compared to simpler solutions is a recurring critique, as another reviewer remarked, "Calabrio's a powerhouse, but it's not exactly plug-and-play. Be ready to invest in training and support compared to options like Workforce Now." Cost is another common thread. While users acknowledge Calabrio's advanced features justify its higher price tag compared to basic WFM tools, some find it pricier than similar platforms. One reviewer commented, "Compared to NICE WFM, Calabrio's definitely pricier, but the customization options and reporting are far superior for our needs." Ultimately, user sentiment suggests Calabrio shines in complex environments where its feature set and compliance strengths outweigh the cost and initial learning hurdles. However, for smaller or less demanding operations, simpler and potentially more affordable alternatives like Zoho Workforce Management might be a better fit.

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Screenshots

Top Alternatives in Workforce Management Software

ADP Workforce Now
Agendrix
Calabrio
Connecteam
Dayforce
Deputy
Humanity
Infor Workforce Management
Legion WFM
NICE Workforce Management
Oracle HCM Cloud
Quinyx
SuccessFactors
Synerion
Unifocus
Verint Workforce Management
Workcloud Workforce Optimization

Related Categories

Call Center Workforce Management Software
Mobile Workforce Scheduling Software
Show more
Call Center Workforce Management Software
Mobile Workforce Scheduling Software
Show more

Head-to-Head Comparison

WorkForce Suite VS ADP Workforce Now
WorkForce Suite VS Calabrio
WorkForce Suite VS Dayforce
WorkForce Suite VS Deputy
WorkForce Suite VS Humanity
WorkForce Suite VS Infor Workforce Management
WorkForce Suite VS Legion WFM
WorkForce Suite VS NICE Workforce Management
WorkForce Suite VS Oracle HCM Cloud
WorkForce Suite VS Quinyx

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