Employee Engagement Solutions

Contact Center Workforce Engagement Solutions: Retain Great Agents and Empower Them to Perform

Transform customer experiences by innovating the way you work. Calabrio’s employee engagement platform helps leading contact centers fight costly agent attrition with a comprehensive set of solutions that educate and empower.

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Deliver measurably better performance at a lower cost with the power of leading-edge AI, machine learning, and automation

Drive rapid development with personalized coaching, near real-time insights, and access to free coursework

Cultivate a culture of performance with embedded benchmarking, gamification, and leaderboards

Simplify management using automated forecasting and scheduling, real-time adherence, and more

Trusted by global brands

Workforce Engagement Solutions

Your Comprehensive, AI-Powered Employee Engagement Platform

Your contact center only thrives when its agents do. Leverage the latest AI-driven workforce engagement tools to build an environment where employees feel empowered, trusted, and confident in their work—while saving your organization time and money.

Upgrade your training efforts with a complete performance management solution. Quickly identify skill gaps and deliver personalized training right when it’s required. Then, track the effectiveness of coaches to support continuous improvement across the contact center.

Empower agents to take control of their work-life balance with rules-based self-scheduling while keeping them in sync with managers and planners, and driving improved engagement, productivity, and retention. With the convenient My Time mobile app, agents can build their own schedules, trade shifts, request time off, and more.

Agents can earn badges based on quality scores and schedule adherence. This gamification engages and motivates agents by inspiring competition and reinforcing positive behaviors.

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.

Eliminate tedium while boosting engagement and morale by automating time-consuming administrative tasks and manual workflows.

Work with a real partner who’s truly invested in empowering your employees. Calabrio provides tailored implementation and support services, in person and online, and delivers on-demand education and development pathways through the free Learning Studio.

Performance Management

Agent Self-Service Tools

Embedded Gamification

Agents can earn badges based on quality scores and schedule adherence. This gamification engages and motivates agents by inspiring competition and reinforcing positive behaviors.

Intuitive Data Insights

Intelligent Automation

Eliminate tedium while boosting engagement and morale by automating time-consuming administrative tasks and manual workflows.

World-Class Training and Support

Calabrio ONE

Fight Costly Attrition with Leading Employee Engagement Solutions

Agents who receive regular performance insights are 33% more likely to stay with their employer and report 2X higher engagement.

That’s why the Calabrio ONE suite of employee engagement solutions brings together leading workforce quality, and performance management with AI-powered interaction analytics and business intelligence.

Balancing workloads, automating repetitive tasks, and empowering agents with personalized insights, coaching, and easier collaboration, Calabrio ONE helps employees own their growth—and helps contact centers accelerate theirs.

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Elevate Agent and Customer Experiences

Customers want more empathetic, personalized experiences across an array of channels. Calabrio ONE gives your teams a complete solution to turn today’s CX challenges into a competitive advantage.

Leading Workforce Management Solutions
Powerful, AI-Driven Interaction Analytics
Modern, Automated Quality Management
Unified Performance Management
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 According to 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.

Hands-On Support at Every Step

Customer Stories

A trusted ally to leading brands that empower employees and maximize performance

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.

This premier payment provider needed a WFM upgrade. After introducing Calabrio WFM, Dojo saw a 25% increase in efficiency, a 20% decrease in attrition rates, and more incredible results.

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Republic Services implemented Calabrio Quality Management and Calabrio Workforce Management to correlate call quality scores with sales numbers in order to better motivate agents and drive revenue growth.

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Calabrio ONE WEM Features

Solutions for the Modern Workforce

When we say comprehensive, we mean it. Calabrio is constantly upgrading existing functionality and innovating new features to meet the workforce management and employee engagement needs of our customers.

Integrated Agent Portal

Build a motivated, high-performance culture and empower employees to solve critical challenges with the My Calabrio agent portal to track goals and access feedback, schedules, gamification features, and personalized insights, all in one place.

Optimize Forecasting and Scheduling

Easily forecast call volume and demand—and set schedules accurately and confidently—to maximize operational efficiency. Reduce under and overstaffing to keep agents engaged in workloads they can manage.

Time Management

Dynamic scheduling and dynamic availability offer choices for agents while also balancing the needs of the contact center to drive better agent engagement without sacrificing customer service.

Interaction Summary

Automate 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.

Auto QM

Automate the evaluation of 100% of customer interactions, removing the need for time-intensive manual reviews. AI-driven Auto QM results are seamlessly integrated into prebuilt dashboards, enabling supervisors to quickly move from insight to empowerment, without switching between systems.

Chatbot Analytics

Dead-end chatbots lead to dead ends in the customer journey—and to overburdened agents. Cut costs, increase efficiency, and deliver the effective self-service your customers want with a chatbot analytics platform that upgrades the quality of all your conversations.

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.

Shift Bidding

Provide employees with the ability to have their say in their preferred schedule, while also providing the organization with a scheduling tool that’s aligned with key business priorities and KPIs.

Vacation Planner

Save time and money, freeing up valuable resources and eliminating paper-based vacation and time-off approvals. Employees book absences autonomously via the MyTime portal or app, and receive manual or automated approvals based on business rules.

How We Help Brands

Trusted, leading-edge tools that 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 (324 Reviews)

4.6 (196 Reviews)

4.7 (42 Reviews)

Conversation Intelligence Solutions

Equip Employees to Deliver Customer-Centric Experiences Based on Intelligence

Let your employees act based on the full voice of your customer—heard across all channels—and deliver truly transformative experiences with the help of AI-powered 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.

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Interaction Analytics

Turn Every Conversation into CX Insights

Identify pain points, needs, and opportunities with AI-powered interaction analytics, sentiment analysis, and more.

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Bot Analytics

Enhance Chatbot Performance

Monitor and rapidly improve the performance and quality of your bots using our sophisticated chatbot analytics platform.

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Interaction Recording

Capture the Voice of Your Customer

Record every call, email, chat, text, and message to turn the raw voice of the customer in actionable insights.

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Customer Reviews

Leaders in Contact Center Workforce Satisfaction

See why customers choose Calabrio to empower their employees and achieve peak contact center performance.

“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

Adil G

Enterprise System Specialist

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