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Salesforce

Salesforce

Salesforce Service Cloud + Calabrio ONE Integration

Trusted by global brands

Increase Operational Efficiency, Eliminate Data Silos

Calabrio ONE for Salesforce Service Cloud enables you to manage your workforce with greater precision and ease. By connecting Calabrio’s AI-fueled WEM capabilities with the rich customer data in Salesforce, you gain a 360° view of your operations in one place. Supervisors and agents can instantly access relevant interaction records and performance metrics without toggling between systems. From forecasting and scheduling shifts to evaluating customer interactions, every task becomes more efficient and data-driven.

Why Calabrio ONE for your Salesforce Service Cloud Contact Center?

Optimize Workforce Efficiency

Get ahead of demand with intelligent forecasting and real-time scheduling. Whether you’re planning for seasonal spikes or adapting to daily shifts, you’ll have the flexibility to align staffing with service goals. Empower employees with mobile-friendly self-service tools and build a more agile, satisfied workforce.

Elevate Quality with Intelligence

Streamline evaluations and coach more effectively with AI-powered quality management. Automatically assess interactions and surface trends that matter most—without manually sorting through conversations. Enable supervisors to act on insights faster and ensure agents receive meaningful, personalized feedback.

Unify Your Operational Intelligence

Bridge data silos by connecting Salesforce Service Cloud with Calabrio’s analytics engine. Understand agent behaviors, track sentiment over time, and reveal the patterns behind performance. With one centralized view of your customer experience, you can align teams, refine processes, and act with confidence.

Build a High-Performance Culture

Identify strengths and skill gaps across your team with performance dashboards built for visibility and speed. Know who to coach, when to intervene, and how to maximize each agent’s growth potential. Track coaching effectiveness, set clear goals, and drive continuous improvement.

The Power of Salesforce Service Cloud and Calabrio

Integrating Calabrio ONE with Salesforce Service Cloud amplifies the power of both platforms.

Who Benefits from This Integration?

This powerful integration is built for contact center leaders looking to simplify and enhance their operations:

Customer Support Leaders

Gain end-to-end visibility into operations across all channels to reduce costs, improve efficiency, and deliver better customer experiences.

Contact Center Managers

Leverage real-time data, quality insights, and performance dashboards to make faster decisions and elevate team performance.

Workforce Managers

Streamline forecasting, scheduling, and adherence tracking while gaining tools to drive agent productivity and engagement.

Contact Center Directors

See the full picture—across workforce, quality, and customer interactions—to align strategy, optimize resources, and deliver measurable business outcomes.