Calabrio | Contact Center Workforce Optimization

WEM for Modern Contact Centers

Leading Workforce Engagement Management Software: Accelerate Performance, Elevate Experiences

Maximize agent engagement and deliver exceptional experiences with a comprehensive suite of AI-powered contact center WEM tools.

Scalable WFM tools fuel workforce optimization and empower brand guardians

Interaction recording and analytics unlock the deep value of your voice-of-customer data

AI drives rapid insights and predictive capabilities for improved quality management and performance coaching

Our Clients

Empowering workforces worldwide

Calabrio is trusted by Fortune 500 brands and counted on by top technology partners

netflix
webhelp
shopify
capitalone
dyson
carzoo

Calabrio ONE

All the WEM Tools You Need in One Unified Suite

Calabrio ONE empowers your contact center to deliver seamless, hyper-personalized experiences.

Drive lasting loyalty

Drive lasting loyalty

Harness the true voice of your customer to elevate experiences.

Leverage leading-edge tech

Fuel insights, engagement, and results with AI and automation right where you need them.

Leverage leading-edge tech
A trusted ally to top brands

A trusted ally to top brands

Our solutions are used by millions of agents and counting.

Our Customers Say:

Hear from some of the top brands who trust Calabrio to deliver impact.

Broad River Retail

“[Calabrio’s] tools are easy to use and logical to navigate. [They’ve] helped us elevate our contact center performance to a much higher level.”

Cazoo

“We have achieved so much over the past year and we couldn’t have done it without Calabrio.”

Shopify

“The flexibility and mobility of Calabrio has enabled us to expand operations to meet an international audience, as well as schedule a global, remote agent workforce.”

Workforce Management Solutions

Unlock your full potential with agent-centric engagement tools

Forecasting and Scheduling

Conversational Intelligence Solutions

Innovative customer engagement and interaction analytics tools

Hear the full voice of your customer, across all channels, and transform experiences with AI-powered analytics and actionable customer intelligence.

Quality Management

Build better brand experiences

Elevate your quality program with a single source of truth to address issues impacting experiences in and out of the contact center.

Getronics

“Calabrio Quality Management has been precisely the right fit for our business.”

View case study

Interaction Analytics

Turn challenges into competitive
advantages

Identify pain points, needs, and opportunities with advanced sentiment analysis, unrivaled speech and text analytics, and more.

Bluegrass Cellular

“Calabrio ONE makes even us analytics newbies awfully mighty. It’s amazing!”

View case study

Bot Analytics

Boost chatbot and voicebot
performance

Analyze every conversation, from virtual agent to live agent, and upgrade experiences with a powerful chatbot analytics platform.

Tawsif Saleheen

Manager, WFO & Operational Effectiveness, Sonnet

“Bot Analytics is our go-to for driving continuous improvement in our chatbot.”

Quality Management

Build better brand experiences

Elevate your quality program with a single source of truth to address issues impacting experiences in and out of the contact center.

Getronics

“Calabrio Quality Management has been precisely the right fit for our business.”

View case study

Interaction Analytics

Turn challenges into competitive
advantages

Identify pain points, needs, and opportunities with advanced sentiment analysis, unrivaled speech and text analytics, and more.

Bluegrass Cellular

“Calabrio ONE makes even us analytics newbies awfully mighty. It’s amazing!”

View case study

Bot Analytics

Boost chatbot and voicebot
performance

Analyze every conversation, from virtual agent to live agent, and upgrade experiences with a powerful chatbot analytics platform.

Tawsif Saleheen

Manager, WFO & Operational Effectiveness, Sonnet

“Bot Analytics is our go-to for driving continuous improvement in our chatbot.”

Tailored Solutions

Deploy purpose-built solutions that can be customized to meet the needs of your contact center

Calabrio workforce engagement software helps contact centers of all sizes, and in an array of industries, deliver seamless experiences—no matter where their agents and customers are.

By Use Case
Employee Engagement

Employee Engagement

Workforce platform solutions

Learn more

Customer Experience

Customer Experience

Establish brand trust & loyalty

Learn more

Remote Work Solutions

Remote Work Solutions

Tools for remote work models

Learn more

Cazoo

Cazoo

Growing at a record pace, Cazoo needed a WFM solution to automate its increasingly complex scheduling and forecasting activities, engage employees, and drive savings.

Read full case study

Delta Dental

Delta Dental

With agents stretched thin and an increase in negative experiences, Delta Dental turned to Calabrio to drastically reduce agent and customer effort—and drive up FCR by 20%.

Read full case study

By Role
Business and Leadership

Business & Leadership

Managing directors,
business leaders

CX Professionals

CX Professionals

Chief of CX, quality
champions, super agents

Workforce Management

Workforce Management

Contact center directors and
WFM gurus

Learn more

Analytics and Insights

Analytics and Insights

Analytics, reporting,
and BI experts

Learn more

IT Support

IT Support

IT managers and
employee support

Thomson Reuters

Thomson Reuters

Seeking to understand the impact of remote work, Thomson Reuters tapped into the Calabrio ONE suite to drive cost savings, shorter call times, and increased customer satisfaction.

Read full case study

Idaho Central Credit Union

Idaho Central Credit Union

Despite already boasting impressive NPS metrics, leveraged predictive analytics and enhanced quality management tools to achieve aggressive targets while handling rising demand.

Read full case study

By Industries
Finance

Finance

Banks & financial institutions

Learn more

Insurance

Insurance

Insurance providers

Learn more

Health Care

Health Care

Hospitals & healthcare providers

Learn more

Hospitality

Hospitality

Hotels, restaurants, & agents

Learn more

Retail

Retail

Banks & financial institutions

Learn more

Utilities

Utilities

Telecom & utility providers

Learn more

Green Path Financial

Green Path Financial

GreenPath Financial lacked data to understand marketing impact. With Calabrio Analytics they harnessed the voice of their customer to rapidly increase NPS and much more.

Read full case study

Houston Methodist

Houston Methodist

Drawing on deep historical insights and quality solutions, Houston Methodist Hospital brought unprecedented productivity and efficiency to its sprawling contact center network.

Read full case study

By Business Type
Enterprise

Enterprise

Brands with global reach

Learn more

Medium and Small Business

Medium & Small Business

Mid-market &
smaller companies

Learn more

Government

Government

Public sector &
federal organizations

Learn more

BPOs

BPOs

External service providers

Learn more

GE Appliances

GE Appliances

GE Appliances lacked effective WFM and QM solutions. Using Calabrio and Amazon Connect, they unlocked incredible gains in efficiency and adherence while shrinking attrition by 25%.

Read full case study

Support Services Group

Support Services Group

When an existing WFM platform failed to support rapid global growth, Support Services Group turned to Calabrio to improve employee work-life balance, ease workloads, and still power rapid productivity increases.

Read full case study

How We Help Brands

Leading-edge tools built—and trusted—to enrich and understand human interactions

Only Calabrio ONE unites WFO, agent engagement, and AI-fueled business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.

Customer Satisfaction
91%
91%

Customer Satisfaction

Countries
73
73

Countries

Global Partners
300+
300+

Global Partners

Resource Center

Expert guides, tools, and insights for success.

Innovation Insight

White Papers & Reports

Innovation Insight

By yaredgh on September 23, 2024

Generative AI Chatbot to Improve CX and Agent Productivity

Read More
Five9 CX Summit

Five9 CX Summit

By lazarosk on August 17, 2023
Read More

Our Partners

Explore our expansive network of partnerships and platform integrations

The Calabrio partner community includes hundreds of trusted companies from around the world.

cisco
ttec digital
cdw
talkdesk
amzon connect
avaya
ujet
ringcentral
five9
genesys

Ready to get started?

Begin your journey to success now.

See Calabrio ONE in action with a free demo.

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