Contact Center Workforce Optimization | Calabrio ONE

Calabrio ONE

Intelligent, Fully Integrated
Contact Center Workforce Optimization Suite—
in the Cloud, On-Premises, or in a Hybrid Environment

Build a Modern Contact Center. Transform Your Entire Business.

Calabrio ONE gives you the complete toolset to unlock the tremendous value buried within your customer interaction data and use it to transform your entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed how you choose—in the cloud, on-premises, or in a hybrid environment.


Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

deliver omni-channel experiences

Deliver Outstanding Omnichannel Customer Experiences

Capture every interaction. Hear every voice. Record every call, every time. Seamlessly integrate Calabrio ONE with best-of-breed channel systems. Create a central command center for your contact center.


Eliminate data silos. See the holistic customer journey. Create a unified and complete picture of every customer and every interaction. Utilize pre-built tools or create your own highly customized reports, dashboards, and scorecards with Data Explorer – Calabrio’s suite-wide contact center-focused business intelligence reporting tool. See the entire customer journey.


Align the contact center with key business objectives. Integrate data streams from across the business—CRM, HRMS, multiple ACDs and more. Create a central source of critical business information. Enable a customer-centric approach to goals and challenges across the business—from branding and marketing, to sales, to service delivery.

increase employee engagement

Increase Employee Engagement—Make Your People Your Greatest Asset

Simplify quality management. Manage playback, evaluation and agent feedback from a single platform. Use pre-built evaluation workflows—or create highly customized scorecards tailored to business goals. Save time with automated reporting and monitoring, and let analytics guide your training and improvement efforts.


Deliver the feedback agents crave. Monitor calls live. See interaction evaluations and conduct on-demand analysis. Give agents timely feedback through rich dashboards and allow them to share best practices with the click of a button.


Inspire competition. Motivate improvement. Create benchmarks, goals and agent competitions. Display leaderboards to encourage healthy competition. Provide incentives and awards to help all agents—even top performers—improve consistently.

increase employee engagement
powerful analytics unlock business insights

Put Powerful Analytics Tools to Work—Unlock Transformational Business Insights

Work smarter. Focus your attention on what matters most. Use advanced analytics and reporting tools to deliver predictive and prescriptive insights. Anticipate customer pain points. Forecast technology barriers. Identify your best opportunities for improvement. Spend your time—and money—in smarter ways.


See business opportunities emerge. Let the voice of the customer drive business strategies. Jump on your competitive advantages. Hone your marketing efforts. Capture every cross-sell and upsell opportunity.


Fuel innovation. Drive revenue. Let today’s customer voices tell you what tomorrow’s customer wants. Deliver on unmet needs. Build perfectly targeted and highly differentiated offerings. Anticipate customer desires and demands. Deliver intuitive, personalized experiences that delight, deepen loyalty and drive growth.

Forrester Wave: Workforce Optimization Suites

Looking to see how contact center WFO vendors stack up against each other?

The Powerful Capabilities of Calabrio ONE

Call Recording

Record every call, every time, and transform customer interactions into a secure trove of highly usable data. Guarantee 100% capture and simplify compliance. Robust metadata lets you quickly search hundreds of hours of calls to prove adherence, settle disputes and mitigate risk. Connect the voice of your customer with key goals across the business.

Quality Management

Every interaction is an opportunity. Strengthen relationships, deepen loyalty and drive measurable impact across the business. Automate recording, evaluation and reporting—so you can spend more time coaching and leading. Create timely feedback loops to engage and motivate agents. Use intelligent analytics to focus your attention where it matters most. Let the voice of the customer lead the way to consistent, outstanding customer experiences. Tune out the noise and hone in on the insights you need to meet your contact center goals and drive business value.

Workforce Management

Take a modern approach to workforce management. Hone forecasting, streamline scheduling and administration and free managers to focus on adding value. Engage employees with Dynamic Scheduling, real-time adherence feedback and gamification tools. Put the right people in the right places. Empower them to work smarter. Deliver a consistent and outstanding customer experience.

Calabrio Analytics

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. Extract insights to drive profitable change in the contact center and across your business. It’s time to harness the true voice of your customer.

Advanced Reporting

Intuitive, cross-platform reporting tools help you tune out the noise and hone in on the insights you need to meet your contact center goals and drive business value. Take contact center reporting to the next level with pre-built integrations that blend data from inside and outside of the contact center—and deliver value across your business in real time.

Calabrio ONE
Product Demo

A fully integrated customer engagement suite.

Top 9 Ways Calabrio Reduces Contact Center Costs

Discover how much you can save with Calabrio’s single, integrated solution for WFM, QA, call recording and customer interaction analytics.

The Health of the Contact Center Report

A recent study of 1,000 agents worldwide uncovers the true health of today’s contact centers. Read the report for key findings that can help you revitalize your agent experience.

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