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Calabrio Q3 2025 Seasonal Release

Our product teams have been busy delivering over 70 new features in the first half of 2025, and we’re just getting started.

 

Watch the full video to explore new capabilities, see live demos, and hear directly from the product experts shaping the future of Calabrio.

What You’ll Learn

[0:00 – 34:35] Workforce Management (WFM): Power and Precision in Every Shift

Presenter: Florian Garnier, Product Marketing Manager
Get a deep dive into the features transforming daily operations for WFM users:

  • Intraday Reforecasting: Make real-time, interval-level forecast updates in seconds.
  • On-Demand Flex Hours: Dynamically target and allocate overtime based on team criteria.
  • KPI Deviation Alerts: Configure real-time alerts for WFM metrics like service level and occupancy.
  • Trending Topics in WFM: Surface root-cause context behind volume spikes— without a report.

[34:36 – 53:02] Calabrio ONE Suite: Connected Performance & Streamlined Coaching

Presenter: Teri Kocon, Product Marketing Manager
Discover how Calabrio ONE bundles are delivering more unified, intelligent value:

  • Performance Management (Essentials coming in October; Enterprise available now).
    • Role-based dashboards, integrated coaching, and gamification tools in MyCalabrio.
    • AI-enabled coaching prompts and KPI tracking.
  • New and Upcoming Suite Features:
    • Intelligent Evaluation Prioritization in QM.
    • Enhanced analytics and digital support in QM.
    • Insights dashboards and export tools.
    • FedRAMP updates (GovSuite).

[53:03 – End] Conversation Intelligence (CI): AI That Understands

Presenter: Jen Docken, Product Marketing Manager Take your voice and digital analytics to the next level:

  • Advanced Sentiment with separate agent and customer scores + reasoning and timeline.
  • Interaction Summary for 150-word AI call summaries.
  • AutoQM Enhancements: Custom question sets and certified question library.
  • AI Tags & Business Signals: Use GenAI to classify calls with deeper context.

Don’t Miss C3

Attend Calabrio Customer Connect (C3) in Dallas, Sept 14–16 for exclusive product reveals, including a major WFM announcement on Sept 15. Learn more about C3 here.