Fedramp Authorized Contact Center Solution

Name: Fedramp Authorized Contact Center Solution
Brand: Calabrio
Rating: 4.9 (141 reviews)

Built for Public Sector Efficiency

Use Calabrio GovSuite to quickly solve complex citizen issues while lowering costs, minimizing security risks and service interruptions, and strengthening public trust.

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$2.7M

Increase in Annual Top-Line Revenue

$1.5M

in Workforce Savings Per Year

20%

Decrease in Average Handle TIme

25%

Reduction in Agent Attrition

4.7 (101 Reviews)

4.5 (324 Reviews)

4.5 (264 Reviews)

4.8 (43 Reviews)

Trusted by millions of agents at leading brands

AI-Powered Citizen Experience Outcomes

Explore real-world use cases that power results for organizations like yours.

Cut Agent Attrition by 25%

GE Appliances uses Calabrio to engage and retain its remote workforce, driving cost per call down 15% while growing adherence by 20%.

Spend 40% Less Time on Scheduling

At Wix, comprehensive WFM drives faster, more accurate scheduling, fueling lower shrinkage, faster resolutions, and a 3% CSAT increase.

Skyrocket Top-Line Revenue by $2.7M

Peckham harnesses complete Conversation Intelligence to reduce AHT, lower customer wait times, and unlock incredible revenue gains.

GovSuite Demo

See How Calabrio GovSuite Insights Works

Explore our AI-powered, contact center custom reporting solution with an interactive demo.

Demo Type

ROI Calculator

See the Calabrio ONE Difference

Empowered with the world’s most advanced workforce engagement platform, what could your workforce, deliver for your business? Use our ROI calculator to see the difference that only Calabrio ONE can deliver.

Calculate Your ROI

Harness a Powerful Workforce Performance Suite

Simplify Compliance with Interaction Recording

Record every citizen’s interactions across your departments. Then transform the interactions you capture into a secure database of actionable information. Quickly search your data to prove adherence, understand key concerns, and mitigate risk.

Modernize Your Quality Management

Automate recording, evaluation, and reporting to save time and prioritize meaningful coaching. Create timely feedback loops to improve agent performance and consistency. Then use advanced analytics to surface citizen sentiment, uncover service gaps, and refine agent skillsets where it matters most.

WFM Built for Efficient, Responsive Government Service

Manage and optimize your staffing with advanced forecasting, dynamic scheduling, and intelligent automation. Give agents more control over their time, while enabling supervisors to plan with precision, adapt to change, and maintain full coverage. Whether you’re meeting SLAs or responding to unexpected demand, you’re equipped to deliver consistent, high-quality service to every citizen.

Future-Proof Your Organization with Advanced Analytics

Use an AI-fueled solution to simply, accurately, and cost-effectively analyze all interactions—uncovering critical customer insights. Combine speech, desktop, text, and predictive analytics to pinpoint problems and deploy the right solutions. Then use your insights to quickly act on citizen and employee needs.

Don’t Just Uncover Insights. Activate Them.

With GoveSuite Insights, you get more than metrics. You get direction.

See what’s happening across your contact center with clear, reliable dashboards built for government teams. Make informed decisions faster, improve service quality, and keep every stakeholder aligned.

Intuitive dashboards that help supervisors, analysts, and program leaders get answers quickly and confidently.

Spot trends, monitor performance, and understand where attention is needed through focused, contact center specific reporting.

Confidently share dashboards across teams to support coordination, transparency, and consistent decision making.

Use prebuilt dashboards to improve operations from day one.

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Key Benefits of Calabrio GovSuite

GovSuite ensures you meet industry security requirements while helping to deliver peak performance and exceptional citizen experiences.

FedRAMP® Moderate Authorized cloud contact center solution

StateRAMP and TX-RAMP certified

Best-in-class

Reap the rewards of an intuitive software suite that connects all your contact center data in a single interface.

Powered by the cloud

Say hello to innovative cloud tech offering rapid deployment, updates, and limitless scalability.

Why Calabrio

Innovation That Outpaces the Competition

Only Calabrio ONE unites AI-driven workforce optimization, conversation intelligence, and agent engagement into a fully integrated suite that adapts to your unique needs. Just ask our customers.

Gartner Rating

G2 Rating

Average Time to ROI

G2 Customer Satisfaction Score

Calabrio ONE

Gartner Rating

4.5

340 Reviews

G2 Rating

4.5

326 Reviews

Average Time to ROI

22 Months

Feature Item

91%

G2 Satisfaction Score

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Verint

Gartner Rating

4.2

140 Reviews

G2 Rating

4.2

270 Reviews

Average Time to ROI

31 Months

Feature Item

46%

G2 Satisfaction Score

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NiCE WFM

Gartner Rating

4.3

1,721 Reviews

G2 Rating

4.2

475 Reviews

Average Time to ROI

35 Months

Feature Item

51%

G2 Satisfaction Score

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Aspect Workforce

Gartner Rating

4.2

305 Reviews

G2 Rating

4.3

88 Reviews

Average Time to ROI

27 Months

Feature Item

55%

G2 Satisfaction Score

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Case Studies

A Trusted Ally to Leading Brands That Empower Employees and Maximize Performance

Explore how Calabrio helps leading contact centers overcome challenges and unlock competitive advantages.

• 25% Decrease in Attrition

• 20% Increase in Adherence

• 15% Decrease in Cost Per Call

“Despite moving everyone to work from home within only two weeks, our adherence actually went up!”

Aaron Jacobs

Director of Workforce Optimization + Analytics

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• 7% Increase in Scheduling Efficiency

• Improved Employee Engagement

• Reduced Agent Attrition

“Employees today want more of a say in their schedule and require flexibility. Without a solution to this, attrition will continue to be high.”

Gregory King

WFM Business Operations Manager

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• 20% Increase in First Contact Resolution

• 40% Decrease in Six Sigma Defect Rate

• 40% in Customer and Agent Effort

“We expect throughout the remainder of the year to continue to reduce our defect rate by 40%, which will drive additional improvement in first contact resolution.”

Rich DeMarco

Chief Operating Officer, Delta Dental

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• 150% Increase in Calls from Target Population

• 15% Increase in NPS

• Rapid Gains in Client Wellbeing Score>

“[Calabrio Analytics] is like opening up a brand-new toy at Christmas. You just want to keep playing with it.”

David Flores

Director of Client Services & Program Performance

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40% Time Saved on Scheduling
15% Increase in Adherence
10% Improvement in Scheduling Accuracy
3% Increase in CSAT

“Calabrio is helping us to continuously adjust and adapt our scheduling…Now we can see how to improve efficiency as well as increase job satisfaction for our agents”

Daniela G.

Workforce Optimization Manager

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Nearly 2 Minutes Lower Average Call Time
6.4% Increase in Customer Satisfaction
3% Saved on Annual Operating Budget
1.5 Fewer Call Holds Per Call

“We suspected—then proved to be true—that Calabrio’s combination of quality analytics and desktop analytics would give us the important contact center insights we needed.”

Jonathan Schaffer

Contact Center Team Leader

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A UK telecom organization moved to a fully digital support model and needed a chatbot in just 8 weeks. With Calabrio Bot Analytics, they achieved:

138% ROI After Just Six Months
30% Containment at Launch
35% Containment After Six Months

UK-Based Telecom

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• $2.7M Increase in Top-Line Revenue

• +1 Call Handled per Hour, per Agent

• Decrease in Wait Times and AHT

“Thanks to Calabrio, both Peckham agents and customers enjoy a much improved, much less stressful customer experience.”

Wendy Dorn-Frazee

IT Service Desk Workforce Specialist

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State of the Contact Center 2025

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Customer Reviews

Leaders in Contact Center Workforce Satisfaction

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

“This is the best system to use for workforce management in the BPO industry. Live monitoring of employees status and schedules to avoid lost hours. You can also access daily records of agents' workflows. Work avoidance can be easily determined by this tool.”

Charles Angelo V

Outsourcing/Offshoring Quality Analyst

“We have a global workforce and Calabrio has been absolutely instrumental in allowing us to schedule and manage coverage worldwide.”

Lisa P

Enterprise Workforce Analyst

“I was a long-term user of a different WFM tool when I started using Calabrio to assist with forecasting and scheduling. It was a very intuitive learning curve to input call volumes and forecasts based on historical drivers. I find it very easy to set up new users and build schedules.”

Brian W

Mid-Market Workforce Management Planner