CX Management & Analytics Software

Name: CX Management and Analytics Software
Brand: Calabrio
Rating: 4.9 (130 reviews)

Turn Your Customers into Loyal Superfans

Uncover actionable, real-time CX insights and deliver unforgettable experiences with AI-powered conversation intelligence solutions built for humans.

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$2.7M

Increase in Annual Top-Line Revenue

$1.5M

in Workforce Savings Per Year

20%

Decrease in Average Handle TIme

25%

Decrease in Agent Attrition

4.7 (101 Reviews)

4.5 (324 Reviews)

4.5 (264 Reviews)

4.8 (43 Reviews)

Trusted by global brands

AI-Powered Customer Engagement Outcomes

Explore real-world use cases that power results for businesses like yours.

Increase First Contact Resolution by 25%

A mobile phone retailer empowered teams with personalized insights and AI-driven evaluations. The solution improved agent performance by 35%, and a boost in FCR led to higher NPS.

3X Your Bot Experience Score

An online home and auto insurer drove $1.4M in contact center savings and a 7% increase in CSAT using Bot Analytics to identify sources of customer frustration and high-impact opportunities.

Cut Agent & Customer Effort by 40%

Delta Dental needed to know what was behind a spike in high-effort, negative experiences. With conversation insights at scale, they lowered their defect rate by 40% and increased FCR by 20%.

Calabrio ONE Demo

One Suite. All the Intelligence You Need for CX Excellence.

Explore the Calabrio ONE suite with an interactive demo.

Demo Type

CX Management Software

Effortless CX Intelligence

Deliver what your customers want—without delay—using Calabrio’s leading AI-driven solutions for CX management.

Gain a deep understanding of your customers, empower your agents, and proactively shape every interaction to deliver incredible experiences that build lasting loyalty and fuel business growth.

Gain a 360-degree view of the customer journey with and advanced omnichannel QM and analytics that capture and evaluate 100% of interactions.

Uncover powerful emotional intelligence with GenAI-powered sentiment analysis. Identify emerging trends and proactively address to your biggest call drivers using the automated Trending Topics tool.

Turn insights into a proactive action with real-time alerts, automated workflows, and personalized recommendations.

Continuously improve your CX management strategy with customizable dashboards and reports that track key metrics and trends.

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ROI Calculator

See the Calabrio ONE Difference

Empowered with the world’s most advanced workforce engagement platform, what could your workforce, deliver for your business? Use our ROI calculator to see the difference that only Calabrio ONE can deliver.

Calculate Your ROI

Conversation Intelligence Features

Turn Your Agents into CX Superheroes

Drive better outcomes at every touchpoint with AI-powered CX analytics features. Bring out the best in each agent and protect your biggest investments, one interaction at a time.

Why Calabrio

Innovation That Outpaces the Competition

Only Calabrio ONE unites AI-driven workforce optimization, conversation intelligence, and agent engagement into a fully integrated suite that adapts to your unique needs. Just ask our customers.

Gartner Rating

G2 Rating

Average Time to ROI

G2 Customer Satisfaction Score

Calabrio ONE

Gartner Rating

4.5

340 Reviews

G2 Rating

4.2

326 Reviews

Average Time to ROI

22 Months

Feature Item

91%

G2 Satisfaction Score

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Verint

Gartner Rating

4.2

140 Reviews

G2 Rating

4.2

270 Reviews

Average Time to ROI

31 Months

Feature Item

46%

G2 Satisfaction Score

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NiCE WFM

Gartner Rating

4.3

1,721 Reviews

G2 Rating

4.2

475 Reviews

Average Time to ROI

35 Months

Feature Item

51%

G2 Satisfaction Score

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Aspect Workforce

Gartner Rating

4.2

305 Reviews

G2 Rating

4.2

88 Reviews

Average Time to ROI

27 Months

Feature Item

55%

G2 Satisfaction Score

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Suite-Wide Features

More Tools to Make Customers (and Agents) Happy

Calabrio ONE brings workforce and conversation solutions together in one unified suite to maximize agent performance and deliver for your customers. See what else our platform can do for your contact center and your customer experience.

Forecasting and Scheduling Made Easy

Effortlessly forecast volume, optimize scheduling, and boost operational efficiency with AI and machine learning–backed tools that help ensure your agents are always there when customers need them.

Give Agents Instant Scheduling Answers

Free your supervisors from repetitive tasks and offer your agents faster, personalized self-service across all their daily scheduling needs with Agentic AI-powered Agent Assist.

Move from Insight to Action—Faster

Move beyond basic sampling to automatically evaluate interactions at scale without sacrificing accuracy or alignment. Auto QM results are seamlessly integrated into prebuilt dashboards, enabling supervisors to quickly move from insight to action, all without switching between systems.

Drive Collaboration with Custom Dashboards

Securely share dashboards and key insights across departments. Facilitate teamwork, build buy-in, and overcome your biggest business challenges, together.

Get Automated Adherence Alerts

Receive automated alerts when schedules are in danger of being breached and make proactive corrections to protect service levels.

Ignite Impactful Coaching

Eliminate the complexity of managing coaching and performance across disparate tools. Seamlessly conduct coaching sessions, document interactions, and track agent progress against key metrics. Spend less time on administration and more on impactful agent development.

Case Studies

A Trusted Ally to Leading Brands Looking to Unlock Cx Intelligence

Calabrio ONE is trusted by Fortune 500 brands and counted on by top technology partners. See how we’ve helped leaders in an array of industries get the very most out of their customer experience data.

“Successful agents are now saying ‘I know I can improve if I use the tools that are available to me.’ They are better able to self-manage, can change how they approach multi-channel interactions and work to improve them.”

Lauren Christiansen

Dealer Support and Customer Services Manager

Read the story

A UK telecom organization moved to a fully digital support model and needed a chatbot in just 8 weeks. With Calabrio Bot Analytics, they achieved:

138% ROI After Just Six Months
30% Containment at Launch
35% Containment After Six Months

UK-Based Telecom

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• 150% Increase in Calls from Target Population

• 15% Increase in NPS

• Rapid Gains in Client Wellbeing Score>

“[Calabrio Analytics] is like opening up a brand-new toy at Christmas. You just want to keep playing with it.”

David Flores

Director of Client Services & Program Performance

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State of the Contact Center 2025

Read the report

Customer Reviews

Leaders in Workforce Management Customer Satisfaction

See why customers choose Calabrio to quickly turn insights into revenue-boosting action.

“This is the best system to use for workforce management in the BPO industry. Live monitoring of employees status and schedules to avoid lost hours. You can also access daily records of agents' workflows. Work avoidance can be easily determined by this tool.”

Charles Angelo V

Outsourcing/Offshoring Quality Analyst

“We have a global workforce and Calabrio has been absolutely instrumental in allowing us to schedule and manage coverage worldwide.”

Lisa P

Enterprise Workforce Analyst

“I was a long-term user of a different WFM tool when I started using Calabrio to assist with forecasting and scheduling. It was a very intuitive learning curve to input call volumes and forecasts based on historical drivers. I find it very easy to set up new users and build schedules.”

Brian W

Mid-Market Workforce Management Planner