Looking for the ideal Calabrio alternative for your growing contact centre? 

We’ve compiled a list of the top 10 workforce management tools to elevate your customer support. But before that, here’s Calabrio in a nutshell:

Calabrio ONE suite integrates workforce optimisation, agent engagement, and business intelligence solutions. It offers, 

• quality management

• scheduling & forecasting
• workforce analytics

However, there are some downsides to Calabrio that make businesses look for alternatives ⬇️

• Inactive customer support
• Expensive for small businesses
• Complex UI
• Complex set-up for swapping days off 
• Inability to select and modify multiple schedules 
• No notifications for adherence

Based on G2 reviews, users have experienced long wait times for problem resolution and other issues related to customer support. Moreover, Calabrio requires a lot of manual work as opposed to a few of its competitors that offer automated and user-friendly functions.

Let’s look at the top Calabrio alternatives that can make your life easier. 

Top 10 Calabrio alternatives

1. Surfboard

Surfboard simplifies scheduling and managing shifts with its intuitive and user-friendly interface and advanced features. 

Surfboard provides seamless integrations with your existing systems at no extra cost. It connects with tools such as Zendesk, Intercom, Front, Twilio, and more. In short, Surfboard is your support team’s central hub of information.

With its integration with Slack, Surfboard keeps support teams connected throughout the day. It also sends reminders and notifications for schedule changes, allowing surfers to focus on assisting customers.

➡️Read more about Surfboard x Slack integration. 

Key features

• Create compliant and accurate timesheets with clock in/out and overtime reporting, allowing surfers to record their time easily.
• Behavioural trends to identify which surfers need additional support or training to reach their potential.
• Get accurate ticketing and staffing forecasts 12 weeks in advance to plan more efficiently.

• Use Surfboard’s intuitive shift pattern builder to easily create long, complex rotations like a 24/7 or Panama Shift pattern or a simple Monday to Friday.
• Use round-robin scheduling for a fair distribution of shifts among team members. 

• Surfboard’s activity plans feature allows you to set rules for each channel and task, scheduling your team’s time according to your priorities and specific needs.
• Track your surfers’ schedule adherence with Surfboard’s ticket integration. Get 100% visibility of how much time your surfers spend in adherence and on-task. 
• Compare forecasted vs. actual data to get a real-time view of ongoing activities. 

• Every shift is tagged with time zones and locations for a complete overview of all your shifts across different geographies.
• Use the draft and publish view to collaborate with your team leads and edit schedules before sharing them with your surfers. 
• Create coverage rules to meet the inflow patterns of your customers and use Surfboard coverage bars to plan the right level of coverage for each activity. Also, control how you staff for 30-minute increments to cover the activities.
• Gain insights into individual and team performance with Surfboard time-on-task, allowing for timely feedback and improved productivity.

Case study

Surfboard helped Lick, a home decor provider, reduce planning time by 75%. The company managed part-time and full-time staff schedules with Surfboard’s integrated forecasting, automated schedule generation, performance dashboards, and heatmaps.

➡️Read the full case study here. 

Reviews

Source- G2

Pricing

Starts at $30 with advanced features. 

Surfboard vs. Calabrio

2. Assembled

Assembled is a workforce management platform designed for support teams, offering staffing forecasts, scheduling features, cross-team data visibility, and reporting. 

Key features

• Offers dashboards to track KPIs.
• Offers forecasting, analytics, and scheduling features.
• Offers insights into team performance and customer support metrics.

Reviews

Pricing

Lack of transparent pricing. 

3. Injixo

Injixo aids in creating forecasts and schedules while monitoring KPIs, schedule adherence, and enabling agents to manage shifts and time off from their smartphones. 

Features

• Shift scheduling.
• Labour forecasting.
• Activity tracking.
• Real-time management.

Reviews

Pricing

Starting $299/ month.

4. Tymeshift

Tymeshift helps with tasks like forecasting, scheduling, and data management and integrates with Zendesk, allowing agents to view schedules and complete tasks within the platform. 

Key features

• Team management.
• Staffing forecast.
• Employee scheduling.

Reviews

Pricing

• Free plan
• Professional- $15 per user/month
• Enterprise-  $30 per user/month 

5. When I Work

When I Work assists users with employee scheduling, time tracking, and communication for businesses with hourly employees. The platform provides mobile apps for employees, time-off tracking, and shift swapping. It also integrates with payroll providers.

Features

• Scheduling and shift management.
• Broadcast messaging.
• Digital timesheets.
• Track labour costs.

Reviews

Pricing

• Essentials- $2.50 / user
• Pro- $5 / user
• Premium- $8 / user

6. Deputy

Deputy is a cloud-based solution that offers scheduling features and manages employee communication and administrative tasks. It offers apps, payroll integration, and features for managing business operations.

Key features

• Employee scheduling.
• Collect & verify timesheets.
• Automate complex pay calculations.
• Payroll & POS integrations.

Review

Pricing

• Scheduling- $3.50 per user/ month
• Time & Attendance- $3.50 per user/ month
• Premium- $4.90 per user/ month
• Enterprise- Custom pricing

7. TCP Humanity Scheduling

TCP Humanity Scheduling is an employee scheduling platform that helps with workforce management operations. The platform helps create shift schedules, manage time-offs, and handle payrolls. 

Features

• Attendance and time tracking.
• Automated reminders.
• Shift scheduling.
• Leave and absence management.

Reviews

Pricing

Lack of pricing transparency.

8. Skello

Skello is an HR management solution designed to optimise shift worker organisation. It offers scheduling, payroll preparation, and compliance features across various industries.

Key features

• Schedule templates.
• Google or iCal calendar integration.
• Employee contract generation.
• Document tracking and sharing.

Review

Source – Capterra    

Pricing

Lack of pricing transparency.

9. ZoomShift

ZoomShift provides a cloud-based platform for employee schedule management. It aids in organising schedules and managing employee availability, time off requests, overtime, and shift conflicts. 

Features

• Schedule templates.
• Automatic reminder notifications.
• Custom payroll report.
• Shift planning.

Reviews

Pricing

• Starter- $2 per user/month
• Premium- $4 per user/month
• Enterprise- Custom pricing

10. Staffomatic

Staffomatic is a shift scheduling and workforce management platform that offers automated shift scheduling, absence management, and time tracking.

Key features

• Dashboards to track agents.
• Online time tracking.
• Shift plan management.

Reviews

Pricing

• Shift planner + Absences- € 200 per user /month
• Shift planner + Time tracking- € 200 per user /month
• Professional- € 400 per user /month
• Premium- € 600 per user /month

Try Surfboard, the best Calabrio alternative

Calabrio’s software, despite its capabilities, has a complex interface that challenges its reliability as a workforce management tool for businesses. The UI is tricky, and it takes longer for users to learn its functionalities. 

Luckily, there are other Calabrio alternatives that might be just right for your business. And the best option of all is – Surfboard.

Surfboard’s advanced and comprehensive workforce management features can help you take your customer experience to the next level. 

Make the first move and book a demo to discover how Surfboard can help you meet your customer service goals.