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Customer Support · head to head

Calabrio ONE vs Freshsales

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
Freshsales logo

Freshsales

CRM

Smart CRM for growing businesses

From
$19/month
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.; Freshsales contact scoring, sales sequences and territory management require the Pro plan at $39 per user per month, more than four times the Growth price
  • They diverge on capability: Calabrio ONE covers Intelligent forecasting, Freshsales covers Contact management.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

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

Attributes where Calabrio ONE and Freshsales differ
AttributeCalabrio ONEFreshsales
Starting priceOn request$19/month
Pricing modelquotesubscription
CategoryCustomer SupportCRM
FoundedUnknown2010

Identical on both: free tier (No), platforms (Web, iOS, Android), 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 Freshsales

  • Contact management
  • Lead scoring
  • Sales pipeline
  • Activity tracking
  • Email sync
  • AI insights
  • Workflow automation
  • Gmail

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

Freshsales

  • Sales CRM with built in email, phone and chatnot Calabrio ONE
  • Managing deals, pipelines and sales sequencesnot 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.

Freshsales

  • Contact scoring, sales sequences and territory management require the Pro plan at $39 per user per month, more than four times the Growth price
  • Forecasting insights, custom modules, sandbox and audit logs are Enterprise only at $59 per user per month
  • Every published price requires annual billing
  • The Freddy AI agent is billed separately at $49 per 100 sessions
  • Branded documents are a further $19 per user add on
  • No contact limits are stated for any tier on the pricing page

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

Freshsales

$19/month
  • Starter$19/month
    • Contact & account management
    • Pipeline management
  • Growth$39/month
    • Everything in Starter
    • Sales automation
    • Territory management
  • Pro$65/month
    • Everything in Growth
    • Forecasting
    • Advanced customization

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 Freshsales if

  • You need contact management.
  • You work on Web, Ios, Android.
  • You also want lead scoring.
Freshsales review

Questions people ask

Is Calabrio ONE or Freshsales better?
Neither clearly leads. Calabrio ONE starts at On request and Freshsales at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Calabrio ONE or Freshsales?
Calabrio ONE starts at On request and Freshsales at $19/month.
Does Calabrio ONE or Freshsales run on more platforms?
Calabrio ONE runs on Web, iOS, Android. Freshsales runs on Web, Ios, Android.
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 Freshsales is typically brought in for.
What can Calabrio ONE do that Freshsales cannot?
Calabrio ONE covers Intelligent forecasting, Automated scheduling, Intraday optimisation, Real-time adherence. Freshsales covers Contact management, Lead scoring, Sales pipeline, Activity tracking.

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.

Freshsales: Is there a free trial for Freshsales?

Yes, Freshsales offers a 21-day free trial with no credit card required and no strings attached.

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.

Freshsales: How do I learn pricing for Freshsales?

Pricing is not listed on the main product pages. The site directs users to request a demo or sign up for the free trial to discuss pricing with the sales team.

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.

Freshsales: Is a demo required to see pricing?

The site prominently features demo and trial signup options, suggesting that pricing is discussed during the sales consultation process rather than published as standard tiers.

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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