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Customer Experience (CX) Intelligence

CX management & analytics software: Hear the true voice of your customer

Elevate your customer experiences by truly understanding their needs. Calabrio’s CX management software offers contact centers powerful tools to capture, analyze, and act on customer feedback.

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

Uncover hidden insights with powerful AI-driven sentiment analysis and speech analytics

Turn insights into a proactive response 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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Trusted by global brands

CX Management & Analytics Tools

AI-powered customer experience management starts here

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 exceptional experiences that build lasting relationships and drive business growth.

Advanced omnichannel analytics, unified

Calabrio’s interaction recording and analytics form your foundation for CX intelligence. Break down silos with a centralized source for CX data, and leverage a holistic view of the customer journey across voice, digital, and social channels.

Turn raw data into actionable intel

Don’t let valuable customer data go to waste. Our platform transforms interaction data into meaningful voice-of-the-customer (VoC) insights using sentiment analysis, speech and text analytics, and more.

Zero in on root causes

Quickly identify the underlying reasons behind customer satisfaction trends, recurring issues, and emerging red flags with AI-powered root cause analysis and intuitive workflows.

AI-backed intelligence for all

AI-driven business intelligence puts intuitive reporting and analytics tools in the hands of all employees—no data science expertise required. Fuel customer-centric service and data-driven growth strategies with easy-to-use tools that enhance collaboration.

Coach with maximum impact

Leverage automated agent analytics to gain insights into employee performance, identify coaching opportunities, and ensure consistent delivery of exceptional customer experiences.

World-class training and support

Work with a real partner who’s truly invested in your success. Calabrio provides tailored implementation, support, and training services, in person and online, to help you maximize the value of your CX management investment.

Calabrio ONE

The complete suite for CX intelligence

Only the Calabrio ONE workforce optimization suite brings together WFM, agent engagement, and AI-fueled business intelligence solutions into comprehensive, true-cloud software that meets the needs of the modern contact center and helps deliver superior customer experience management.

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Unlock insights, engage agents, fuel innovation

Companies pay small fortunes for ready-made insights that can drive innovation. But these insights have always been in your contact center, buried within mountains of raw data. Calabrio ONE not only captures and extracts those insights but empowers your agents to act on them.

  • Call Recording and Interaction Analytics
  • Contact Center Quality Management
  • Robust Workforce Management Solutions
  • Sophisticated Chatbot Analytics Platform

Onboarding and Training

Get teams up and running on Calabrio ONE quickly, launch bold new initiatives, and upskill even the most experienced users with the help of Calabrio’s dedicated contact center professional services team and a variety of exclusive training resources available in the Calabrio Success Center.

Innovation driven by your needs

The Calabrio Innovation Center is at the core of our commitment to our customers’ success. Your dedicated team of experts get to know your unique challenges and pain points, and develop new ways to apply your Calabrio tools and solutions.

Sales Support

We provide a wide range of sales and marketing support to all partners, which enable them to better position Calabrio solutions. Open, timely communication via newsletters, webinars and emails, together with flexible sales support, ensures we respond to partner needs as they evolve.

Customer Stories

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
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A UK telecom organization moved to a fully digital support model and needed a chatbot in just 8 weeks. The Calabrio team not only helped them build and implement a bot but manage and improve it as it delivered a 138% ROI after just six months.

UK-Based Telecom
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GreenPath Financial lacked data to understand marketing impact. With Calabrio Analytics they harnessed the voice of their customer to rapidly increase NPS, drive 150% more call volume to their target audience, and much more.

 

“For years we’ve run marketing campaigns to try to reach people, but we never knew if they were effective or not. We were never able to track that before the Calabrio system.”

Kristen Holt
CEO, GreenPath Financial
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Calabrio ONE Features

Empower your teams to act on CX intelligence

The Calabrio ONE suite of WEM and WFO features seamlessly integrate with customer experience management and analytics solutions, helping your organization maximize the potential of its agents as they turn customer insights into action and impact.

Predictive forecasting

Advanced analytics mines your historical data to accurately forecast customer demand and volume. Machine learning easily understands seasonality and anticipates acute spikes and lulls.

Omnichannel scheduling

Build and manage agent schedules with integrated visibility of all channels. Use multiskill scheduling optimization to ensure the right agents are available when and where they’re needed.

Auto QM

Automate the evaluation of 100% of customer interactions, removing the need for time-intensive manual reviews. Our AI-driven Auto QM feature evaluates key criteria such as empathy, professional language, conversation flow, and the hold/transfer process.

Pinpoint critical conversations

The Trending Topics tool leverages AI to automatically assess thousands of interactions and organize them into a manageable list of 100-150 prioritized topics. Get instant insights into the most common reasons for inquiries and simplify root cause analysis to accelerate issue resolution and impact.

Data-driven agent empowerment

Provide agents with access to real-time customer insights and performance data, enabling them to personalize interactions and proactively address customer needs.

Desktop analytics

Advanced desktop analytics reveal agent best practices, common issues, and bottlenecks. Desktop analytics can also trigger automated workflows, so you can automate agent and customer experiences.

Intraday management

Agents have the flexibility to take on overtime or take voluntary time off for unforeseen changes in staffing requirements, all while keeping the needs of the business in mind.

Custom dashboards

Easily create and automate dedicated dashboards for business problems like customer retention, brand awareness, upsell and cross-sell opportunities, script adherence, compliance, and more.

Automated interaction summary

Eliminate time-consuming after-call work while providing succinct summaries across all interactions. Plus, summaries are searchable, enabling agents to find similar interactions and gain new insights.

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.

540%+

ROI

20%+

Decrease in Handle Time

40%+

Decrease in Agent & Customer Effort

91%

Customer Satisfaction
4.5 (264 Reviews)
4.5 (311 Reviews)
4.5 (194 Reviews)
4.4 (42 Reviews)

Customer reviews

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

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.

“Calabrio is the only WFO vendor that combines speech, desktop and text analytics in one robust solution. Unlock the goldmine of intelligence buried in your contact center and transform every customer interaction into usable data and distill that data into key trends”

Adil G

Enterprise System Specialist

“I love that there are multiple resources within Calabrio ONE. The software is continually being updated and innovated to grow as the business grows. The Analytics tool can be game-changing for many different business types.”

Courtney R

Mid-Market Workforce Management Analyst

“Calabrio ONE automatically completes my manual tasks, such as meeting scheduling, allowing me to focus on building dashboards and analytics.” Rating: 5/5 stars

Bry R

Bry R., Operations Analyst

Calabrio One

One suite to understand and elevate every interaction

Get all the tools you need in one fully integrated workforce performance suite.
Learn about Calabrio ONE

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Empower your employees. Transform your CX.

Connect with our contact center transformation and customer experience experts today, and witness firsthand the incredible impact our AI-powered solutions can have for your organization—and your customers.