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Customer Support · head to head

Calabrio ONE vs Capsule CRM

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
Capsule CRM logo

Capsule CRM

CRM

The customer relationship management CRM

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Capsule CRM has a free tier, so it costs nothing to try first.
  • 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.; Capsule CRM free plan caps at 250 contacts and a maximum of 2 users, with only 1 sales pipeline
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Calabrio ONE and Capsule CRM actually diverge.

Attributes where Calabrio ONE and Capsule CRM differ
AttributeCalabrio ONECapsule CRM
Starting priceOn requestFree
Pricing modelquotefreemium
Free tierNoYes
PlatformsWeb, iOS, AndroidWeb
CategoryCustomer SupportCRM

Identical on both: 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 Capsule CRM

Nothing recorded that Calabrio ONE does not also cover.

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 Capsule CRM
  • A multi-site operation replacing spreadsheet rostering that no longer copes with skills-based routing and part-time shift patternsnot Capsule CRM
  • A retailer forecasting seasonal contact volume across voice, chat and email to decide temporary hiring numbers months aheadnot Capsule CRM
  • A compliance-bound centre needing call and screen recording with retention and redaction controls independent of its telephony vendornot Capsule CRM

Capsule CRM

  • Centralizing customer data for salesnot Calabrio ONE
  • Tracking sales pipeline and conversionnot Calabrio ONE
  • Managing project delivery with kanban boardsnot Calabrio ONE
  • Automating task workflows for teamsnot 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.

Capsule CRM

  • Free plan caps at 250 contacts and a maximum of 2 users, with only 1 sales pipeline
  • Starter plan, the cheapest paid tier, still caps at 30,000 contacts before requiring an upgrade to Growth (60,000) or Advanced (120,000)
  • Ultimate tier, aimed at teams of 5 or more users, has no published price and requires contacting sales
  • Marketing features are not included in any core plan; the Transpond marketing add-on costs an additional $11/month minimum on top of the CRM price

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

Capsule CRM

Free

No published plan breakdown. See the Capsule CRM review.

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 Capsule CRM if

  • You want to start without paying.
Capsule CRM review

Questions people ask

Is Calabrio ONE or Capsule CRM better?
Neither clearly leads. Calabrio ONE starts at On request and Capsule CRM at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Calabrio ONE or Capsule CRM?
Capsule CRM has a free tier; the other does not. Paid plans start at On request for Calabrio ONE and Free for Capsule CRM.
Does Calabrio ONE or Capsule CRM run on more platforms?
Calabrio ONE runs on Web, iOS, Android. Capsule CRM runs on Web.
Can I use Capsule CRM for free?
Yes. Capsule CRM has a free tier, so you can try it without paying. Calabrio ONE starts at On request.
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 Capsule CRM is typically brought in for.
What can Calabrio ONE do that Capsule CRM cannot?
Calabrio ONE covers Intelligent forecasting, Automated scheduling, Intraday optimisation, Real-time adherence.

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.

Capsule CRM: How much does Capsule CRM cost?

Capsule CRM pricing is per-user, per-month with annual billing discounts up to 15%. Specific dollar amounts are not published on the pricing page; contact sales for exact pricing for Starter, Growth, and Advanced plans.

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.

Capsule CRM: Does Capsule CRM offer a free tier?

Yes, Capsule CRM offers a free plan for up to 2 users with 250 contacts, 5 custom fields, 1 sales pipeline, and basic features. A 14-day free trial with no card required is also available for paid plans.

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.

Capsule CRM: What contact limit does each paid plan include?

Starter plan includes 30,000 contacts, Growth plan includes 60,000 contacts, Advanced plan includes 120,000 contacts, and Ultimate includes custom limits.

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.

Capsule CRM: Are there add-on costs beyond the base plan?

Yes, Capsule CRM offers a Marketing Add-on starting at $11/month that includes email campaigns, social posting, and lead capture forms.

Source
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