Power Up Your People with Calabrio Workforce Management
Unlock the full potential of your greatest asset: your people. AI-powered forecasting and automated scheduling connect skilled agents with customers at the right time. Intuitive self-scheduling gives agents greater freedom and flexibility. Calabrio WFM is modern workforce management software realized.
Power Up Your People with
Calabrio Workforce Management
Calabrio Workforce Management
Unlock the full potential of your greatest asset: your people. AI-powered forecasting and automated scheduling connect skilled agents with customers at the right time. Intuitive self-scheduling gives agents greater freedom and flexibility. Calabrio WFM is modern workforce management software realized.
The New World of Work Needs Calabrio WFM
The “new normal” is anything but business as usual for contact centers. Unprecedented labor challenges, the growing pains of remote/hybrid work models, and C-suite pressure to drive efficiencies through automation are all top of mind. Plus, customers expect more all around: more channels, more personalization, more empathy, and faster resolutions. Calabrio delivers analytics- and AI-powered contact center workforce management tools that help you maximize the potential of your people and rise to the challenges of this evolved world of work.
The New World of Work Needs Calabrio WFM
The “new normal” is anything but business as usual for contact centers. Unprecedented labor challenges, the growing pains of remote/hybrid work models, and C-suite pressure to drive efficiencies through automation are all top of mind. Plus, customers expect more all around: more channels, more personalization, more empathy, and faster resolutions. Calabrio delivers analytics- and AI-powered contact center workforce management tools that help you maximize the potential of your people and rise to the challenges of this evolved world of work.
With Calabrio Workforce Management, you will:
With Calabrio ONE, you will:
Calabrio WFM gives us the powerful forecasting we need to ensure we always have enough agents on hand to review and process the critical alerts sent from the truck engines working at mining sites around the world.”
Calabrio WFM gives us the powerful forecasting we need to ensure we always have enough agents on hand to review and process the critical alerts sent from the truck engines working at mining sites around the world.”
The Smart Tools You Need to Do Your Best Work
Every modern contact center is using analytics today. But Calabrio embeds advanced analytics capabilities within our best-in-class WFM solution, creating a smart toolset that sets your managers and agents up for success.
Advanced analytics mines your historical data to accurately forecast call volume. Machine learning easily understands seasonality and anticipates acute spikes and lulls, giving you confidence in your scheduling.
Build and manage agent schedules with integrated visibility of all channels. Use multiskill scheduling optimization to ensure the right agents are available when and where they’re needed to deliver consistent coverage and service quality.
Intraday scheduling tools allow you to intuitively and instantly react to volume surges or ebbs. Use Grant, the AI-powered virtual assistant, to notify agents of time-off or overtime opportunities to quickly adjust staffing levels and avoid overtime.
The Calabrio My Time app gives agents the freedom and control to manage their schedules—anytime, anywhere. Agents can build their own schedules, set their own lunches and breaks, and even trade shifts. Simple parameters ensure you always maintain staffing-level requirements.
Calabrio WFM includes the built-in Data Explorer tool that makes it easy to build and automate custom reports that pull together WFM data with voice-of-customer, voice-of-employee, and other data from across the enterprise.
The Smart Tools You Need to Do Your Best Work
Every modern contact center is using analytics today. But Calabrio embeds advanced analytics capabilities within our best-in-class WFM solution, creating a smart toolset that sets your managers and agents up for success.
Predictive Forecasting
Advanced analytics mines your historical data to accurately forecast call volume. Machine learning easily understands seasonality and anticipates acute spikes and lulls, giving you confidence in your scheduling.
Omnichannel Scheduling
Build and manage agent schedules with integrated visibility of all channels. Use multiskill scheduling optimization to ensure the right agents are available when and where they’re needed to deliver consistent coverage and service quality.
Intraday Schedule Adjustments
Intraday scheduling tools allow you to intuitively and instantly react to volume surges or ebbs. Use Grant, the AI-powered virtual assistant, to notify agents of time-off or overtime opportunities to quickly adjust staffing levels and avoid overtime.
Agent Self-Scheduling
The Calabrio My Time app gives agents the freedom and control to manage their schedules—anytime, anywhere. Agents can build their own schedules, set their own lunches and breaks, and even trade shifts. Simple parameters ensure you always maintain staffing-level requirements.
Robust Reporting
Calabrio WFM includes the built-in Data Explorer tool that makes it easy to build and automate custom reports that pull together WFM data with voice-of-customer, voice-of-employee, and other data from across the enterprise.
Over 80% of Calabrio customers agree
Calabrio WFM has increased our ability to balance the needs of business and needs of agents” (TechValidate)
Over 80% of Calabrio customers agree
Calabrio WFM has increased our ability to balance the needs of business and needs of agents” (TechValidate)
See how your facility can drive out costs and improve operations with Calabrio Workforce Management software.
Discover your company’s money & time savings with Calabrio’s instant calculator
Connect to a Powerful Workforce Performance Suite
Calabrio WFM call center software is a core pillar of the Calabrio ONE workforce performance suite. Calabrio ONE delivers seamlessly integrated and complementary tools for interaction recording, quality management, analytics, and data management. Put simply, it amplifies the value of your WFM program.
Score Every Customer
Interaction
Interaction
Harness your richest source of brand intelligence. Capture every interaction across every channel using advanced speech-to-text, phonetic analytics, and more. Then, leverage predictive analytics to score each interaction so you have an accurate and in-depth understanding of agent performance.
Engage, Coach, and Motivate Agents
Give agents the feedback they crave with personalized dashboards that deliver real-time performance transparency. Inspire self-improvement among your agents with built-in gamification. And use focused analytics insights to make agent coaching more personalized and impactful.
Harness Your Data and Simplify Reporting
Easily connect data streams from anywhere in the organization. Then create and automate reports and deliver intuitive data visualizations that everyone across functions will appreciate. Embedded analytics surface key trends and actionable insights, giving you your own built-in data science team.
Score Every Customer
Interaction
Interaction
Harness your richest source of brand intelligence. Capture every interaction across every channel using advanced speech-to-text, phonetic analytics, and more. Then, leverage predictive analytics to score each interaction so you have an accurate and in-depth understanding of agent performance.
Engage, Coach, and Motivate Agents
Give agents the feedback they crave with personalized dashboards that deliver real-time performance transparency. Inspire self-improvement among your agents with built-in gamification. And use focused analytics insights to make agent coaching more personalized and impactful.
Harness Your Data and Simplify Reporting
Easily connect data streams from anywhere in the organization. Then create and automate reports and deliver intuitive data visualizations that everyone across functions will appreciate. Embedded analytics surface key trends and actionable insights, giving you your own built-in data science team.
