Contact centers must navigate increasing complexity as customers expect seamless, empathetic, and efficient interactions across multiple channels. Calabrio is transforming workforce engagement management (WEM) by equipping contact centers with an AI-powered suite designed to optimize performance, enhance customer experiences, and boost productivity. As one of the fastest-growing companies in the contact center space, it seamlessly integrates workforce management, interaction analytics, quality management, and AI-driven business intelligence solutions into a unified cloud-based platform.
Calabrio helps businesses meet these demands with scalable workforce management tools that drive optimization and empower agents as brand guardians. Its enterprise-grade WFO suite ensures operational agility, maximizing workforce performance while adapting to evolving needs.
Calabrio ONE consolidates best-in-class WEM tools, enabling businesses to capture and analyze 100% of interactions for deep customer insights. AI-powered analytics enhance quality management, coaching, and decision-making, transforming voice-of-customer data into actionable intelligence. Interaction recording captures every call, email, chat, and message, allowing managers to identify trends, ensure compliance, and provide targeted coaching. Quality management tools improve training outcomes, enhancing every interaction.
Agent engagement is a priority, and Calabrio addresses this with self-scheduling flexibility, gamification, and data-driven coaching. Empowering agents with real-time schedule control fosters motivation and higher performance. Workforce planners benefit from automated scheduling tools that reduce administrative burdens, optimize staffing, and forecast demand fluctuations with predictive analytics. AI-powered insights give organizations 360° visibility into customer interactions, helping them optimize KPIs and make proactive decisions.
The impact of Calabrio ONE is evident through real-world success. Shopify’s workforce planning team saved over 40 hours per week by automating scheduling and vacation processing. By eliminating spreadsheets, Shopify expanded operations across regions and languages while increasing scheduling complexity to improve agent satisfaction. Predictive forecasting and omnichannel scheduling enable contact centers to anticipate volume fluctuations, align staffing levels, and maintain high service standards. Real-time adherence monitoring ensures organizations detect and correct schedule deviations immediately.
AI is central to Calabrio’s innovation, delivering leading accuracy in sentiment analysis, predictive evaluations, and speech-to-text processing. AI-powered interaction analytics help businesses identify customer pain points, improve CX strategies, and optimize marketing and sales initiatives. Deep learning and automation unlock new revenue streams while keeping contact centers ahead of evolving customer expectations. Companies using Calabrio Bot Analytics have seen results within six months, including a 115% increase in automation, a 155% increase in customer experience, a 75% reduction in cost per automated conversation, and a 120% increase in adoption.
Calabrio’s chatbot analytics platform extends AI capabilities, providing real-time visibility into virtual agent performance. It enables businesses to analyze chatbot interactions, measure automation effectiveness, and refine AI-driven service strategies. Integration with leading bot development platforms like Google Dialogflow, Salesforce Einstein, and Amazon Lex ensures organizations can optimize their AI ecosystems continuously.
Compliance and security are paramount, and Calabrio ensures data protection with secure call recording and storage solutions. Its enterprise-grade security framework adheres to HIPAA, ISO 27001, GDPR, and PCI standards. Features like auto pause-and-resume protect sensitive customer data, while real-time system monitoring minimizes downtime and enhances reliability.
Forecasting and scheduling efficiency are key strengths of Calabrio’s WFM tools. AI-powered scheduling eliminates manual adjustments, enabling managers to create optimized schedules in minutes. Balancing budgetary constraints, employee preferences, and compliance requirements ensures peak efficiency. Self-service scheduling tools empower agents with greater control over their work-life balance, fostering engagement and retention.
Calabrio is redefining contact centers with AI-driven workforce engagement, empowering businesses to scale, optimize, and deliver exceptional customer experiences—fueling our growth as the industry’s fastest-rising leader. — Dave Rhodes, CEO
With a proven track record of delivering 540% ROI, a 20% reduction in handle time, and a 40% decrease in agent and customer effort, Calabrio continues to lead workforce engagement and customer experience excellence. The company’s commitment to strategic AI integration ensures it remains at the forefront of the contact center industry. Its solutions streamline operations while transforming contact centers into intelligence-driven growth hubs.
Calabrio continues to empower organizations with cutting-edge technology, enabling businesses to stay agile, competitive, and responsive to the ever-evolving customer experience landscape.