Brands of all sizes, from stalwart Fortune 500s to rapidly growing SMBs choose Calabrio because contact centers need more than scheduling software. They need a platform that transforms every customer interaction into a competitive advantage while empowering agents as professionals rather than treating them as resources to be managed.
Calabrio ONE delivers workforce optimization with a focus on empowerment. We build contact center intelligence for humans, embedding AI into the core of our suite so that, rather than rigid tools and reactive insights, you get a platform that can not only keep up with change but outpace it.
Customer success metrics paint a clear picture. Wix cut agent scheduling time by 40% while improving adherence by 15%. Home Group achieved 20% increase in scheduling efficiencies and saved 40 admin hours per week. Gordon Food Service reduced handle time by 80% through better bot analytics. These aren’t theoretical benefits but measured outcomes from companies that stopped accepting workforce management as a necessary evil and started treating it as a strategic opportunity.
Core Features of Calabrio ONE
Calabrio ONE equips today’s contact centers with the tools they need to succeed in an ever-evolving customer experience environment. Below are the key features that make our platform stand out.
Next-Gen Workforce Management Capabilities
Don’t just manage chaos. Eliminate it. Calabrio’s leading workforce management solutions put your organization in position to anticipate tomorrow’s challenges and maximize efficiency with AI enhancing every core capability:
- Stay ahead of whatever’s next with intelligent forecasting that analyzes your historical data and delivers real-time adjustments to staffing and workflows.
- Set schedules across skills in just a handful of clicks–rather than the hundreds required by legacy–and optimize efficiency with ease, no matter how complex your labor regulations, business rules, and agent preferences.
- Empower agents with autonomy. Deliver seamless coaching experiences, personalized insights, and simplified self-scheduling with tools that meet agents wherever they are, on mobile or desktop.
- Detect issues, predict their impact, and get recommended actions from a real-time coach with the upcoming Predictive Actions solution, our AI-powered assistant for contact center operations.
Conversation Intelligence
Think of Conversation Intelligence as having a quality analyst reviewing every single customer interaction, extracting insights, identifying patterns, and surfacing opportunities, except it happens instantly and never gets tired. The platform ingests every call recording, chat transcript, email thread, and social media interaction, applying AI models trained specifically on your business context.
Auto QM, in tandem with tools like Trending Topics and Advanced Sentiment, can be an absolute game changer for quality management. Automatically evaluate 100% of interactions against customizable scorecards that reflect your actual business priorities. Train the AI on your portions of your knowledge base, compliance requirements, and brand jargon. Within days, it starts scoring interactions and analyzing sentiment with remarkable consistency, flagging outliers for human review, and identifying systemic issues that random sampling would never catch.
Suite-Wide Business Intelligence
Calabrio Insights democratizes data analysis by making sophisticated, AI-powered business intelligence accessible to everyone. Forget submitting report requests to IT or waiting weeks for custom dashboard development. The solution ships with dozens of pre-built dashboard tailored specifically for the contact center metrics that matter most, so you can understand and start improving immediately.
Say goodbye to fragmented tools and a limited view of performance. Insights seamlessly combines all of your WEM and customer interaction data from across the Calabrio ONE suite, empowering every user to address emerging issues, enhance engagement, retain customers, seize upsell opportunities, and much more.
Self-Service and Automation for Frontline Agents
An engaged agent is your most valuable asset. While legacy platforms like Aspect were built around rigid, top-down control, Calabrio ONE is designed to empower the modern workforce. We understand that today’s agents demand flexibility, and our tools deliver.
The MyTime app puts scheduling power directly into agents’ hands, allowing them to easily swap shifts, bid for overtime, and manage time-off requests from any device. By automating routine tasks and providing intuitive, Agentic AI-powered self-service with Agent Assist, we liberate agents to focus more on what matters most—delivering exceptional customer experiences—while freeing up supervisors to coach and develop their teams.
This is crucial because agents don’t just want to be scheduled–they want to grow. While Aspect’s tools focus primarily on adherence and occupancy, Calabrio’s platform is built to foster continuous improvement and career development. We bridge the gap between workforce management and performance optimization.
With Calabrio, an agent’s journey is fully connected. They can view their schedule, then immediately access personalized dashboards in the My Calabrio portal to see how their performance impacts team goals. Quality scores and AI-driven sentiment analysis flow directly into coaching workflows, providing tangible feedback they can use to improve and meaningful recognition that boosts retention. This empowers agents to take control of their growth, turning a job into a career path, while driving better outcomes for the entire organization.
