Calabrio ONE Features
True-Cloud BPO Contact Center & WFM Solutions
Your clients depend on your teams. Calabrio ONE gives you a fully integrated suite of leading workforce performance tools you can depend on. Elevate your performance and unlock growth with robust, reliable workforce management tools, AI-driven automation, and true customer intelligence that scales with your needs.
Workforce empowerment and operational efficiency, wherever your teams are.
Balance customer demand, employee satisfaction, and operational excellence with a comprehensive contact center workforce management software. Streamline the forecasting process, set schedules confidently, and easily adjust on the fly with intraday automation. Meanwhile, give agents added freedom and flexibility with simple self-scheduling tools. Calabrio delivers WFM designed for the modern workforce.
Turn the voice of the customer into your competitive advantage.
Support compliance and capture every call, email, chat, text, and message with our call center recording solution. Then, effortlessly turn raw data into actionable customer intelligence with Calabrio ONE’s fully integrated, AI-powered interaction analytics. Identify dissatisfied customers for their clients, pinpoint areas of improvement, and deliver customer experiences that drive loyalty.
Seize every opportunity to improve performance, automatically.
Score every single agent interaction with the help of predictive analytics. Unravel nuance with speech-to-text analytics and sentiment analysis. Give managers and agents near real-time visibility into performance—then inspire self-improvement with built-in gamification and personalized coaching.
Embed data-driven excellence across your contact centers, regardless of expertise.
Identify customer pain points—and anticipate their future needs—with omnichannel, AI-driven analytics tools. Easily identify opportunities and visualize trends to deliver predictive, supportive, and satisfactory customer experiences. Plus, equip your agents with the personalized coaching insights they need to make deeper human connections and drive lasting loyalty.
Leverage the most modern, easy-to-use business intelligence tools.
Easily create and automate dedicated dashboards for business problems like customer retention, brand awareness, upsell and cross-sell opportunities, script adherence, compliance, and more. Deliver actionable insights where they’re most relevant, and give both managers and agents the ability to focus on what matters most.
Workforce Management
Workforce empowerment and operational efficiency, wherever your teams are.
Balance customer demand, employee satisfaction, and operational excellence with a comprehensive contact center workforce management software. Streamline the forecasting process, set schedules confidently, and easily adjust on the fly with intraday automation. Meanwhile, give agents added freedom and flexibility with simple self-scheduling tools. Calabrio delivers WFM designed for the modern workforce.
Interaction Recording
Turn the voice of the customer into your competitive advantage.
Support compliance and capture every call, email, chat, text, and message with our call center recording solution. Then, effortlessly turn raw data into actionable customer intelligence with Calabrio ONE’s fully integrated, AI-powered interaction analytics. Identify dissatisfied customers for their clients, pinpoint areas of improvement, and deliver customer experiences that drive loyalty.
Quality Management
Seize every opportunity to improve performance, automatically.
Score every single agent interaction with the help of predictive analytics. Unravel nuance with speech-to-text analytics and sentiment analysis. Give managers and agents near real-time visibility into performance—then inspire self-improvement with built-in gamification and personalized coaching.
AI-Powered Analytics
Embed data-driven excellence across your contact centers, regardless of expertise.
Identify customer pain points—and anticipate their future needs—with omnichannel, AI-driven analytics tools. Easily identify opportunities and visualize trends to deliver predictive, supportive, and satisfactory customer experiences. Plus, equip your agents with the personalized coaching insights they need to make deeper human connections and drive lasting loyalty.
Suite-Wide Reporting
Leverage the most modern, easy-to-use business intelligence tools.
Easily create and automate dedicated dashboards for business problems like customer retention, brand awareness, upsell and cross-sell opportunities, script adherence, compliance, and more. Deliver actionable insights where they’re most relevant, and give both managers and agents the ability to focus on what matters most.
Tools to understand and enrich every interaction
More and more businesses are turning to BPO contact centers, with the expectation that they’ll be able to deliver excellent CX with the utmost efficiency. Only Calabrio ONE offers a true-cloud solutions suite that meets the needs of modern contact centers—and helps deliver superior customer experience management.
Deliver Outsourced Services that Stand Out
Calabrio ONE gives your BPO a fully integrated WFO solution that can turn challenges into competitive advantages—delivering incredible value for your business and its clients.
Customer Stories
A trusted ally to leading brands looking to empower employees and maximize performance
Calabrio ONE is trusted by brands of all sizes and counted on by top technology partners. See how we’ve helped BPOs just like yours get the very most out of their talent—and harness the true voice of their customers.
“Managers and supervisors simply click on a button to access all the information they need to support their clients and manage their teams effectively…[Calabrio WFM has] dramatically transformed work-life balance and improved daily operations for everyone.”
The choice of our workforce management solution to organize the schedules of our 60,000 ‘webhelpers’ was strategic for Webhelp. We had to find a solution that was technically robust and easy-to-use for our employees. Calabrio Workforce Management ticked all the boxes.”
Calabrio ONE WEM Features
Tools for Managing the Modern Workforce
Calabrio ONE offers a robust set of features designed with the needs of BPO service providers and modern contact centers in mind. Explore more of our top workforce engagement management features below.
Why Calabrio
Customers Have High Expectations—Calabrio Helps You Exceed Them
Calabrio ONE is built to meet the contact center and workforce management needs of today’s global enterprises. That’s why it’s trusted by top brands and used by millions of agents and counting.
Impact by the Numbers
The statistics speak for themselves
Calabrio solutions are designed to deliver maximum impact—and these real-world results from our customers show exactly the kind of impact our leading tools can have for brands like yours.
Customer Reviews
Our customers say it best
See what real Calabrio users have to say about their experience with our leading workforce management tools.
Charles Angelo V
Outsourcing/Offshoring Quality Analyst
Lisa P
Enterprise Workforce Analyst
Brian W
Mid-Market Workforce Management Planner
Charles Angelo V
Outsourcing/Offshoring Quality Analyst
Lisa P
Enterprise Workforce Analyst
Brian W
Mid-Market Workforce Management Planner
Calabrio ONE
Leading Workforce Performance Software for the Contact Center
Rocket experiences with a truly holistic view of your contact center.
