CONTACT CENTER PERFORMANCE MANAGEMENT SOFTWARE

Empower Your Agents and Coach with Confidence

Flip the script on traditional performance management with true visibility, consistency, and accountability in Calabrio Performance Management. Cut through the complexity and uncertainty by empowering both agents and leaders with a unified platform that reduces attrition, increases productivity, and optimizes customer outcomes.

GE Appliances used Calabrio ONE to drive a 25% decrease in agent attrition and a 25% increase in adherence.

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Seamless Coaching & Tracking:

Centralize coaching conversations and performance metrics to streamline agent development.

Data-Driven Insights:

Monitor key trends, measure coaching effectiveness, and identify areas for improvement with comprehensive analytics.

Unified Agent Experience:

Empower agents with a single view of goals, coaching, schedule, and performance.

Holistic View of Performance:

Connect scoring from tailored, AI-powered evaluations with operational KPIs like adherence, handle time, and more.

Trusted by global brands

Interaction Analytics Demo

See how our advanced contact center analytics software works

Explore the customer interaction analytics suite to harness the power of your data.

Demo Type

Unified Contact Center Performance Management

Achieve Peak Performance and Transform Your Contact Center Culture

High attrition is one of the most persistent—and costly—issues today’s contact centers face. With average annual rates frequently topping 30%, attrition can cost a 500-seat organization $2-3 million in direct and indirect costs each year.

That’s why Calabrio ONE Performance Management is more than software. It’s a comprehensive approach to developing talent, enhancing agent engagement, and delivering consistently superior customer experiences. Our end-to-end solution empowers you to overcome your biggest challenges and build a culture of performance that sticks.

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INSIGHT TO IMPACT

Lead with Intelligence for Lasting Impact

Move beyond guesswork and coach with purpose. Work smarter with seamless workflows and harness AI-driven insights to quickly pinpoint areas for improvement, manage sessions, track progress against key metrics, and engage agents with meaningful recognition. Understand what works to implement at scale and unleash the full power of your people.

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INTEGRATED AGENT PORTAL

Empower Agents to Own Their Growth

Build a motivated, high-performance culture and empower employees to solve critical challenges with My Calabrio. Boost agent retention and accelerate improvement with Calabrio’s integrated, agent-centric portal to track goals and access feedback, schedules, gamification features, and personalized insights, all in one place.

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UNIFIED PERFORMANCE VIEW

See the Complete Picture of Your Performance

Stop making decisions in the dark. Connect coaching and performance insights across Workforce and Conversation Intelligence to gain a holistic view of your contact center. Ground your decisions in the metrics that matter most to your unique business—and drive improvements that actually achieve your objectives.

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CALABRIO PERFORMANCE MANAGEMENT

A Performance Management Solution That Drives Results

Calabrio provides a modern, unified contact center performance management software solution that’s intuitive for agents and supervisors with the power to scale for enterprise needs. We connect performance data, coaching actions, and business outcomes, ensuring your efforts translate into real-world results.

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From Siloed Data to Seamless Performance Growth

Disconnected systems, manual workflows, and siloed surface-level insights are a drain on agent engagement and contact center growth. Calabrio Performance Management is a single source of truth for performance, enabling teams to track progress, measure coaching impact, and empower agents to drive meaningful improvements for customer experience.

Intelligence with Ease of Use

For maximum impact, performance tools need to be seamlessly integrated and easy to adopt. Calabrio ONE combines AI-driven interaction analytics, automated quality management, and powerful coaching tools with an intuitive design, embedding automation and clarity into every workflow.

A Unified, People-First Approach

Our integrated agent portal, My Calabrio, keeps schedules, goals, coaching, and evaluations front and center every day. This focus on the agent experience drives engagement and turns performance management from a system into a daily habit.

Faster Value, Lower TCO

Maximize your resources with a solution that delivers immediate and ongoing benefits. Our approach to contact center coaching software prioritizes rapid adoption and user-friendly design, providing insights and control without demanding extensive resources to keep your total cost of ownership predictably low.

Calabrio ONE

One suite to understand and elevate every interaction

Get the best-in-class tools you need in one fully integrated workforce performance suite.

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Customer Stories

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

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

Lacking effective WFM and QM solutions, GE Appliances turned to Calabrio ONE and Amazon
Connect to unlock incredible gains in efficiency and adherence while shrinking attrition by 25%.

GE Appliances

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Using preference-based scheduling in Calabrio WFM to empower employees with custom, personalized schedules, DISH increased scheduling efficiency, reduced attrition, and improved engagement

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Analyzing hold times among new agents helped Thomson Reuters pinpoint training opportunities to drastically reduce call times and improve customer satisfaction.

“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, Thomson Reuters

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Calabrio ONE Features

Suite-Wide Tools to Elevate Performance and Engagement

Drive agent success and operational excellence with a comprehensive suite that optimizes data-driven performance management and coaching, and seamlessly integrates into your daily workflows.

Built In, Not Bolted On

Performance Management is embedded within the Calabrio ONE suite, giving agents and supervisors a truly unified experience, where scheduling, quality, coaching, analytics, and reporting work together by design. No integrations required. No data silos. Just smarter, faster, more impactful performance management.

Tools to Empower Your Agents

Calabrio WFM gives agents more freedom through self-scheduling, shift bidding, and mobile access right in the same platform where they track goals and receive coaching. This seamless connection helps agents manage their own success while staying aligned with business objectives.

Optimize Operations with AI

Behind the scenes, AI-driven forecasting and scheduling models help supervisors anticipate staffing needs with greater accuracy, adapt to real-time changes, and reduce overstaffing or burnout. The result is a system that works with your agents, supporting both flexibility and operational excellence.

Go Deeper with GenAI

Tap into GenAI-powered sentiment analysis to better understand the emotions behind your customer and agent interactions. Unlock nuanced emotional intelligence and fuel more impactful coaching that helps address underlying issues like burnout and miscommunication.

Unify Data, Amplify Impact

With Performance Management embedded in Calabrio ONE, performance, quality, and workforce data automatically flow into a central reporting engine. Supervisors can create powerful, cross-functional dashboards—no data stitching, no extra tools—making it easy to track trends, take action, and measure impact.

Move from Insight to Action—Faster

Move beyond basic sampling to automatically evaluate interactions at scale without sacrificing accuracy or alignment. Auto QM results are seamlessly integrated into prebuilt dashboards, enabling supervisors to quickly move from insight to action, all without switching between systems.

Why Calabrio

Powering more meaningful, more human connections

Calabrio solutions are trusted by millions of agents and counting because we help unlock the true voice of the customer and deliver what brands crave: engaging interactions, real data-driven intelligence, and sustainable growth.

540%+

ROI

20%+

Increase in First Call Resolution Rate

30%+

Increase in Contact Center Productivity

91%

Customer Satisfaction

4.5 (264 Reviews)

4.5 (324 Reviews)

4.6 (196 Reviews)

4.7 (42 Reviews)

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Customer Reviews

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.

“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's Contact Center Workforce Optimization suite is a standout solution that provides a comprehensive set of tools for managing and optimizing contact center operations. Its strengths in forecasting, scheduling, quality management, and analytics make it a valuable asset for any contact center aiming to improve efficiency and customer satisfaction.”

Verified User

Mid-Market Automotive Organization