Contact Center Consulting & Managed Services | Calabrio Innovation Center

The Calabrio Innovation Center

Expand the Value of Your Calabrio System

Consulting, Ideation
& Dedicated Guidance

Find Bold New Answers in Our Innovation Center

Every contact center leader wonders about best practices. How do other world-class contact centers optimize agent performance? Drive revenue? Capture customer insights? How are they leveraging technology to manage change, growth, risk and compliance?


A good solution solves a single problem. A great solution continually finds new utilities and solves new problems.

calabrio innovation center

The Calabrio Innovation Center is dedicated to one simple goal: keeping your Calabrio system moving forward — expanding use cases, solving new business challenges and delivering new value. This isn’t “think tank” innovation — this is innovation at the ground level, driven by your real-world and real-time needs: adapting Calabrio tools to address your critical pain points, building completely customized workflows and entirely new use cases to meet emerging needs, and finding smart new ways to extend Calabrio Analytics to deliver business intelligence beyond the contact center.

calabrio innovation center
calabrio innovation center ideas

Driven by Your Success

The Calabrio Innovation Center is the core of our unique commitment to our customers’ success. This isn’t simple system optimization — we do that too, of course — this is true value addition. Your dedicated team of experts get to know your unique challenges — and work to develop completely new ways to apply your Calabrio toolset. And it’s available to every Calabrio customer organization, because we believe collaborative innovation drives the success of the entire Calabrio customer community.

A Customer-Centric Innovation Engine

One-off customizations are great — for the one-off customer. The Calabrio Innovation Center goes further, creating an engine that drives Calabrio product development and delivers new value to the entire Calabrio customer community. Leading-edge customizations incubate within the Innovation Center, rapidly maturing into new features, new functionalities and new best practices available to all Calabrio customers.

powerful analytics unlock business insights

Put Analytics to Work

Calabrio analytics experts can help point the powerful Calabrio Analytics engines at critical questions and challenges in your organization — delivering more accessible, relevant and usable insights. Advanced analytics services include:

  • Expanding analytics toolset: Guiding adoption of text, desktop and advanced speech analytics use cases
  • Social media insights: Leveraging analytics to monitor and extract insights from social media channels

Build a Business-Intelligence Program

Calabrio experts can help you build a customer-centric business intelligence program, connecting contact center metrics to drive true business-level KPIs. BI services include:

  • Advanced BI: Content needs assessment, strategy consulting, BI managed services and online content-sharing community
  • Contact center benchmarking: Translating traditional KPIs to Calabrio KPIs, generating industry peer comparisons, developing new metrics and KPIs

Build Fully Customized Workflows, Integrations & AI Tools

Calabrio’s in-house software engineers can develop fully customized solutions with your existing Calabrio toolset, including:

  • Strategic system/data integration
  • Strategic app development
  • VR/AR development
  • ML/AI development

Extend Calabrio Tools Beyond the Contact Center

Calabrio WFO and analytics experts can help you implement Calabrio tools to address challenges outside the contact center. Innovative use cases include:

  • Leveraging WFO tools to drive productivity of non-contact center staff
  • Mining the voice of the customer (VOC) to guide high-level business decision-making
  • Connecting contact center KPIs with key business-wide objectives
increase employee engagement

Practicing What We Preach

We built Calabrio ONE to help organizations achieve true customer-centricity. In the Calabrio Innovation Center, we practice what we preach — using Calabrio ONE to drive our internal customer support functions. We’re also constantly experimenting with our own Calabrio system to find new ways to use Calabrio tools to deliver business value across the organization — from driving performance and productivity of Calabrio’s non-contact center teams, to using the voice of the customer (YOU) to define business objectives, guide product development and drive continual improvement.

See Innovation in Action

Visit the Marketplace to purchase Managed Services, Professional Services and integrated, leading-edge solutions from Calabrio’s Innovation Center Labs.

Comprehensive Customer Success Resources

The Calabrio Innovation Center is just part of the comprehensive range of Calabrio Customer Success resources available to all Calabrio users. As business challenges accelerate, many organizations struggle to find the time and resources to implement, optimize and keep their Calabrio systems delivering maximum value. That’s why Calabrio offers hands-on guidance in system set-up and optimization, as well as expert managed services read to fill resources gaps and help you do more with your Calabrio system.

Discover Calabrio ONE

A fully integrated customer engagement suite.

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