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Customer Support · head to head

Calabrio ONE vs Capacity

Calabrio ONE logo

Calabrio ONE

Customer Support

Workforce management, quality and analytics suite for contact centres, now owned by Verint

From
On request
Free plan
No
Full reviewWebsite
Capacity logo

Capacity

Live Chat

AI-powered customer service automation platform

From
On request
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: Calabrio ONE ownership changed in November 2025 when Thoma Bravo took Verint private and merged it with Calabrio, so the product is no longer the independent alternative to Verint that most shortlists put it on for, and roadmap priorities across two overlapping suites will be decided by one company.; Capacity two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
  • They diverge on capability: Calabrio ONE covers Intelligent forecasting, Capacity covers AI chatbot.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Calabrio ONE and Capacity actually diverge.

Attributes where Calabrio ONE and Capacity differ
AttributeCalabrio ONECapacity
Pricing modelquotesubscription
PlatformsWeb, iOS, AndroidWeb, Mobile, Chat widgets, API
CategoryCustomer SupportLive Chat
FoundedUnknown2016

Identical on both: starting price (On request), free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Calabrio ONE

  • Intelligent forecasting
  • Automated scheduling
  • Intraday optimisation
  • Real-time adherence
  • Agent self-service
  • Call and screen recording
  • Quality management
  • Speech and desktop analytics

Only in Capacity

  • AI chatbot
  • Knowledge management
  • Multi-channel support
  • Analytics
  • Salesforce
  • Zendesk
  • Slack
  • ServiceNow

What people use each for

The jobs each tool is most often brought in to do.

Calabrio ONE

  • A 1,200-seat contact centre on Amazon Connect needing forecasting and adherence that the native scheduling tools do not providenot Capacity
  • A multi-site operation replacing spreadsheet rostering that no longer copes with skills-based routing and part-time shift patternsnot Capacity
  • A retailer forecasting seasonal contact volume across voice, chat and email to decide temporary hiring numbers months aheadnot Capacity
  • A compliance-bound centre needing call and screen recording with retention and redaction controls independent of its telephony vendornot Capacity

Capacity

  • Knowledge base and helpdesk deflectionnot Calabrio ONE
  • AI agents answering across chat, voice, email and SMSnot Calabrio ONE
  • Real-time assistance for human agents on a callnot Calabrio ONE
  • Automating multi-step support workflowsnot Calabrio ONE
  • Regulated support environments needing the HIPAA packagenot Calabrio ONE

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Calabrio ONE

  • Ownership changed in November 2025 when Thoma Bravo took Verint private and merged it with Calabrio, so the product is no longer the independent alternative to Verint that most shortlists put it on for, and roadmap priorities across two overlapping suites will be decided by one company.
  • The combined business has run substantial layoffs following the buyout, which raises real questions about support responsiveness and module investment that a prospective buyer should press on in contract negotiation.
  • Pricing is quoted per agent per month, commonly cited from around 75 US dollars, with analytics and quality sold as separate modules, so the headline figure understates a full suite deployment considerably.
  • There is no free trial and no self-service tier, meaning evaluating the forecasting engine against your own historical data requires a sales-led proof of concept measured in weeks.
  • The forecasting and scheduling engine assumes an operations team that can configure shift rules, service level targets and skill routing correctly; deployed by a team without that expertise it produces schedules people override manually, which negates the reason to buy it.

Capacity

  • Two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
  • AI usage is metered by channel: per response on chat and email, per minute on voice and per message on SMS
  • Agent Assist and conversation intelligence are charged per hour of agent time on top
  • Live chat, agent assist and conversation intelligence require the Pro tier
  • The HIPAA package and advanced workflows are Enterprise only
  • No prices are published for any tier

Pricing, plan by plan

Calabrio ONE

On request
  • Calabrio ONE$undefined/year
    • Workforce management forecasting and scheduling
    • Real-time adherence
    • Agent self-service and mobile app

Capacity

On request
  • Starter$125/month
    • AI chatbot
    • Up to 50 articles
  • Professional$300/month
    • Unlimited articles
    • Advanced AI
  • Enterprise$undefined/month
    • Full customization
    • Dedicated support

Which should you pick?

Choose Calabrio ONE if

  • You need intelligent forecasting.
  • You work on Web, iOS, Android.
  • You also want automated scheduling.
Calabrio ONE review

Choose Capacity if

  • You need ai chatbot.
  • You work on Web, Mobile, Chat widgets, API.
  • You also want knowledge management.
Capacity review

Questions people ask

Is Calabrio ONE or Capacity better?
Neither clearly leads. Calabrio ONE starts at On request and Capacity at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Calabrio ONE or Capacity?
Calabrio ONE starts at On request and Capacity at On request.
Does Calabrio ONE or Capacity run on more platforms?
Calabrio ONE runs on Web, iOS, Android. Capacity runs on Web, Mobile, Chat widgets, API.
What is Calabrio ONE best used for?
Calabrio ONE is most often used for a 1,200-seat contact centre on amazon connect needing forecasting and adherence that the native scheduling tools do not provide, a multi-site operation replacing spreadsheet rostering that no longer copes with skills-based routing and part-time shift patterns, a retailer forecasting seasonal contact volume across voice, chat and email to decide temporary hiring numbers months ahead, a compliance-bound centre needing call and screen recording with retention and redaction controls independent of its telephony vendor. Of those, a 1,200-seat contact centre on amazon connect needing forecasting and adherence that the native scheduling tools do not provide and a multi-site operation replacing spreadsheet rostering that no longer copes with skills-based routing and part-time shift patterns are not what Capacity is typically brought in for.
What can Calabrio ONE do that Capacity cannot?
Calabrio ONE covers Intelligent forecasting, Automated scheduling, Intraday optimisation, Real-time adherence. Capacity covers AI chatbot, Knowledge management, Multi-channel support, Analytics.

Answered from the vendors’ own pages

Calabrio ONE: Is Calabrio still a separate product from Verint?

It is still sold and supported under the Calabrio name, but the companies merged under Thoma Bravo ownership in November 2025 and calabrio.com now redirects to verint.com.

Capacity: How much does Capacity cost?

Capacity does not publish pricing on their website. The company uses a tiered platform model with usage-based add-ons, stating customers pay a platform fee plus usage-based pricing for AI Agents. Interested customers must contact their sales team or use the ROI calculator for custom quotes.

Source
Calabrio ONE: Will Calabrio customers be forced to migrate to Verint?

Verint has publicly committed to supporting and enhancing Calabrio solutions with no forced migration. Get that commitment written into your contract term rather than relying on the statement.

Capacity: What is Capacity's pricing model?

Capacity charges a platform fee for three tiers (Core, Pro, Enterprise) plus usage-based fees for Chat Agents (per response), Voice Agents (per minute), Email Agents (per response), SMS Agents (per message), and Agent Assist features (per hour of agent time).

Source
Calabrio ONE: Does it replace my contact centre platform?

No. It sits on top of your CCaaS or telephony platform and handles workforce management, recording and quality.

Capacity: What are Capacity's available tiers?

Capacity offers Core tier (essential tools to launch AI support), Pro tier (most popular, with live chat and conversation intelligence), and Enterprise tier (full suite with advanced compliance, HIPAA compliance available). Pricing requires contacting sales.

Source
Calabrio ONE: What does it cost?

Nothing is published. Independent reporting puts the entry point near 75 US dollars per agent per month, rising with quality and analytics modules.

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