Calabrio ONE vs Genesys Cloud CX comparison

Calabrio and Genesys are both solutions in the Workforce Engagement Management category. Calabrio is ranked #4, while Genesys is ranked #1 with an average rating of 8.6. Calabrio holds a 5.4% mindshare in CCO, compared to Genesys’s 16.5% mindshare. Additionally, 81% of Calabrio users are willing to recommend the solution, compared to 100% of Genesys users who would recommend it.

Calabrio ONE

Read 32 Calabrio ONE reviews

622 Views
554 Comparison Views

81% willing to recommend

Genesys Cloud CX

Read 13 Genesys Cloud CX reviews

4,966 Views
1,440 Comparison Views

100% willing to recommend

Calabrio ONE

Genesys Cloud CX

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Calabrio ONE and Genesys Cloud CX based on real PeerSpot user reviews.

Find out in this report how the two Workforce Engagement Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Calabrio ONE vs. Genesys Cloud CX Report (Updated: December 2025).

Buyer's Guide

Calabrio ONE vs. Genesys Cloud CX

December 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Calabrio ONE

Ranking in Workforce Engagement Management

4th

Average Rating

7.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

AI Customer Experience Personalization (16th), AI Scheduling & Coordination (9th)

Genesys Cloud CX

Ranking in Workforce Engagement Management

1st

Average Rating

8.8

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Customer Experience Management (3rd), Contact Center as a Service (CCaaS) (2nd)

Mindshare comparison

As of January 2026, in the Workforce Engagement Management category, the mindshare of Calabrio ONE is 5.4%, down from 8.1% compared to the previous year. The mindshare of Genesys Cloud CX is 16.5%, down from 28.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Workforce Engagement Management Market Share Distribution
Product	Market Share (%)
Genesys Cloud CX	16.5%
Calabrio ONE	5.4%
Other	78.1%

Workforce Engagement Management

Featured Reviews

Gaye Stone

Customer Service Analyst/Scheduler at Tucson Electric Power

The Copy Schedule Activities reduces time spent for changing activities. Agents are not able to cancel an approved request in the Time Off Request area.

I cannot speak about the difference for the QM software. My main use is of the WFM software. A few of the features were "nice to have" features, but version 9.3 had some "deficiencies". The main problem was not being able to run scenarios in a pseudo scheduling area, so the way Calabrio is now, agents can possibly see test scenarios. Another problem is the Time Off Request area. Agents are not able to cancel an approved request through this area. The sorting/filtering could be improved upon greatly. We are scheduled to upgrade to version 10.0, which will resolve many of the issues we do not like about the current version that we are using. Update: We are still on version 9.3 and looking forward to upgrading.

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Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Unified omnichannel platform has boosted agent efficiency and improved AI‑driven customer journeys

In terms of improvements for Genesys Cloud CX, I see technical limitations such as the lack of a clear mechanism to access multiple organizations effectively. If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants. Currently, if we have multiple organizations, we must log into each one to troubleshoot, which presents a challenge. Additionally, while people are more flexible compared to other platforms, those are the main improvements I would like to see. Overall, we have excellent collaboration and get the most out of both this platform for our solutioning needs.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The Copy Schedule Activities has been a favorite tool. It reduces time spent when I need to make changes which are identical to multiple agents' schedules."

"The integration of CTI within the IT system is a particularly valuable feature."

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."

"The latest version and updates have been great. It really has everything we need."

"The integration capabilities are very good. It is API-based and offers prebuilt integrations."

"The most valuable feature for me is the WFM tool."

"Genesys is brilliant concerning stability."

"Genesys Cloud CX platform's unified interface has improved agent efficiency a lot; compared to other platforms, it contributes about 40 percent to agent efficiency since agents do not have to toggle between multiple screens, allowing them to focus on the solution and respond to customers effectively."

More Genesys Cloud CX pros

Cons

"Give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world."

"Being able to "publish" or rerun the schedule for only one agent would be ideal."

"Their WFM product is still pretty immature."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

"The cost needs to be improved, and it should be easier to integrate."

"In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal."

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

More Genesys Cloud CX cons

Pricing and Cost Advice

Information not available

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

"I rate Genesys Cloud CX's pricing a one out of ten."

"The pricing is a bit expensive."

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Top Industries

By visitors reading reviews

Insurance Company

15%

Financial Services Firm

12%

Energy/Utilities Company

10%

Retailer

Financial Services Firm

15%

Manufacturing Company

10%

Computer Software Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	1
Large Enterprise	29

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	6

Questions from the Community

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Earn 20 points

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

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What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

See all answers

What is your experience regarding pricing and costs for Genesys Cloud?

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

See all answers

Comparisons

Verint Open CCaaS vs Calabrio ONE

Compared 24% of the time

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Compared 19% of the time

NICE Workforce Engagement Management vs Calabrio ONE

Compared 19% of the time

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Amazon Connect vs Genesys Cloud CX

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 8% of the time

Five9 vs Genesys Cloud CX

Compared 7% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 6% of the time

Microsoft Dynamics CRM vs Genesys Cloud CX

Compared 2% of the time

More Genesys Cloud CX Competitors

Product Reports

Buyer's Guide

Workforce Engagement Management

January 2026

Download Calabrio ONE product report

Buyer's Guide

Genesys Cloud CX

January 2026

Download Genesys Cloud CX product report

Also Known As

Calabrio

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Overview

Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer.

Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity.

Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has been named “Leader” by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2015). The company is also a member of the Cisco Solution Partner Program and the Avaya DevConnect program.

Calabrio

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys

Sample Customers

Polaris, Equifax, Fedex, Rabo, Paychex, Virteva, VITAS Healthcare Corp, Keurig Green Mountain, AT&T, Esurance, Subaru, Boeing, Tiffany & Co., Thomson Reuters.

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

Buyer's Guide

Calabrio ONE vs. Genesys Cloud CX

December 2025

Free Report: Calabrio ONE vs. Genesys Cloud CX

Find out what your peers are saying about Calabrio ONE vs. Genesys Cloud CX and other solutions. Updated: December 2025.

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