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Customer Support · head to head

Calabrio ONE vs Dialpad

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
Dialpad logo

Dialpad

Telecommunications

Cloud phone and voice communications

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.; Dialpad pricing details not publicly disclosed; requires contacting sales
  • They diverge on capability: Calabrio ONE covers Intelligent forecasting, Dialpad covers Voice calls.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

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

Attributes where Calabrio ONE and Dialpad differ
AttributeCalabrio ONEDialpad
Pricing modelquoteUnknown
PlatformsWeb, iOS, AndroidWeb, Mobile
CategoryCustomer SupportTelecommunications
FoundedUnknown2013

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 Dialpad

  • Voice calls
  • Video meeting
  • Chat
  • Analytics
  • Call recording
  • Slack
  • Salesforce
  • HubSpot

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

Dialpad

  • Customer service with AI voice and chat agentsnot Calabrio ONE
  • Autonomous contact centre operations with handoff to humansnot Calabrio ONE
  • Multi-channel communication (voice, chat, SMS, email)not Calabrio ONE
  • HIPAA-compliant healthcare communicationnot 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.

Dialpad

  • Pricing details not publicly disclosed; requires contacting sales
  • AI Agent pricing uses credit-based model with pay-per-value structure
  • Specific pricing tiers and feature comparisons not available on public website

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

Dialpad

On request

No published plan breakdown. See the Dialpad 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 Dialpad if

  • You need voice calls.
  • You work on Web, Mobile.
  • You also want video meeting.
Dialpad review

Questions people ask

Is Calabrio ONE or Dialpad better?
Neither clearly leads. Calabrio ONE starts at On request and Dialpad at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Calabrio ONE or Dialpad?
Calabrio ONE starts at On request and Dialpad at On request.
Does Calabrio ONE or Dialpad run on more platforms?
Calabrio ONE runs on Web, iOS, Android. Dialpad runs on Web, Mobile.
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 Dialpad is typically brought in for.
What can Calabrio ONE do that Dialpad cannot?
Calabrio ONE covers Intelligent forecasting, Automated scheduling, Intraday optimisation, Real-time adherence. Dialpad covers Voice calls, Video meeting, Chat, 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.

Dialpad: How much does Dialpad cost?

Dialpad uses conversation-based pricing where customers purchase a pool of AI Agent Credits. Billing occurs only when AI delivers value by retrieving information or executing actions. Exact pricing is not published online and requires contacting sales.

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.

Dialpad: What is Dialpad's AI Agent pricing model?

Dialpad AI Agents are priced per conversation using a credit system. Credits are used only when the AI retrieves information or executes actions like scheduling, routing, or order lookup.

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.

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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