Calabrio ONE unifies easy-to-love workforce and conversation intelligence solutions into a single cloud-native platform with AI built into its core.
Built for mid-to-large contact centers (200-1,000+ agents), Calabrio’s embedded AI does the heavy lifting, fueling core capabilities like intelligent forecasting and automated quality scoring, supporting teams with critical insights and a full suite of intuitive features–all powerful, yet simple enough that your team will actually use them.
Calabrio Workforce Intelligence empowers agents with self-service scheduling and an AI-powered assistant available via a convenient mobile app. Meanwhile, managers get real-time insights and adherence at their fingertips without the spreadsheet gymnastics.
And when you need help, we have a world-class support team standing by to solve your tickets in no time. Calabrio has a history of innovation that delivers real results. Our customers report achieving ROI within 17 months, on average, while tools like Verint do the same in 22+ months.
Core Features of Calabrio ONE
Calabrio ONE delivers the essential functions that modern contact centers depend on to perform at their best. Below are some of the main capabilities included in the platform.
End-to-End WFM, Powered by Intelligence
With AI enhancing every core function, from forecasting and scheduling to intraday and coaching, Calabrio Workforce Intelligence is redefining the supervisor, agent, and customer experience.
Most WFM vendors build in pieces: forecasting here, quality management there, and analytics somewhere else. Calabrio Workforce Intelligence works differently. We’ve engineered every component to share the same DNA from day one. Your forecasting automatically feeds scheduling. Quality scores flow directly into coaching workflows. Real-time adherence updates instantly across all dashboards. Even agent self-scheduling through our MyTime app syncs seamlessly with coverage planning.
With Predictive Actions, Supervisor Assist, and more easy-to-use, AI-powered features on the way, Calabrio’s long-leading WFM is more powerful than ever. And there’s never been a better time to make the switch.
Conversation Intelligence
Contact centers generate countless terabytes of data and, too often, lack the tools to parse through them and extract insights they can act on.
Calabrio’s Conversation Intelligence captures and evaluates 100% of your interactions, every call, chat, and email, using AI that actually understands context, not just keywords. We’re talking about technology that notices when an agent sounds defeated at 3 PM on a Friday. That flags when five different customers mention the same confusing policy change. That helps connect the dots between long handle times and that clunky new CRM screen your IT team rolled out last month.
Our Auto QM runs on customizable AI, giving you the ability to create tailored scorecards and train it on your specific products, campaigns, and processes. Feed it portions of your knowledge base, teach it your lingo, and watch it score conversations with the finesse of your best team.
The best part is how Calabrio ONE uses this data. This intelligence doesn’t live in a separate analytics dashboard you check once a quarter. It automatically triggers coaching workflows, adjusts quality scorecards, and even influences next week’s scheduling.
Because what good is knowing that Tuesday afternoon calls run long if you can’t instantly staff up for it?
Self-Service Tools That Agents Love
Engaged, empowered agents are essential to the elevated, omnichannel experiences that your customers demand. While platforms like Verint may prioritize admin control, Calabrio ONE surrounds your frontline employees with intuitive self-service solutions and intelligent automation everywhere they need it most.
Today’s agents demand flexibility and autonomy. Calabrio Agent Assist delivers, providing seamless self-service for core scheduling tasks like checking shifts, requesting time off, or volunteering for overtime. Our Agentic AI-powered workforce copilot liberates managers from time-consuming tasks and meets agents wherever they are, whether on mobile or desktop, offering real-time, context-aware, and compliant answers that eliminate tickets, delays, and guesswork.
But agents don’t just want convenient self-scheduling. They also want to own their growth and development. The My Calabrio portal boosts retention and accelerates improvement, giving agents the ability to track goals, request coaching and access coaching feedback, schedules, and personalized insights, all in one place.
