Trusted by global brands
Calabrio ONE Features
A true-cloud suite for complete workforce optimization
Everything you need to reduce complexity, maximize efficiency, and deliver exceptional experiences across all your channels. The fully integrated Calabrio ONE suite of workforce performance solutions optimizes costs, empowers every employee to achieve, and provides data-driven intelligence to unlock the tremendous value in your contact center.
Hear the full voice of the customer. Capture every call, email, chat, text, and message with reliable customer interaction recording. Then transform that raw data into actionable customer intelligence with the fully integrated, AI-powered analytics tools. Securely store all that customer intelligence in the cloud—and quickly find interactions to coach agents, prove adherence, or settle disputes.
Seize every opportunity to improve performance with leading quality management software. Score every interaction with 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.
Get the AI-powered contact center WFM tools to perfectly balance customer demand, employee satisfaction, and end-to-end operational efficiency. Accurately forecast volume and schedule the right agents with the right skills at the right time. Give agents freedom and flexibility with self-scheduling. And use intelligent automation to streamline workflows, eliminate burdens, and free employees to focus on what drives maximum business impact.
Embed data-driven excellence across your enterprise, regardless of expertise. Put your contact center—and business—one step ahead of the market with AI-driven insights for predictive sentiment, interaction scoring, and phrase hits. Identify root causes, pinpoint bottlenecks, and reveal actionable opportunities to improve both the way your business works—and the ways customers interact with your brand.
Leverage the most modern, easy-to-use business intelligence tools. Accelerate customer-centric reporting and move from insight to action, faster. Easily build and automate custom reports with AI-powered tools. Then share that intelligence across the business through intuitive visualizations. Drive customer-centricity—from sales and marketing to product development and service delivery.
Improve the quality of every customer conversation, including those with your customer service AI chatbots and voice bots. Calabrio’s sophisticated chatbot analytics platform makes it easier than ever for your team to monitor the metrics matter and translate insights to improved KPIs.
Interaction Recording
Hear the full voice of the customer. Capture every call, email, chat, text, and message with reliable customer interaction recording. Then transform that raw data into actionable customer intelligence with the fully integrated, AI-powered analytics tools. Securely store all that customer intelligence in the cloud—and quickly find interactions to coach agents, prove adherence, or settle disputes.
Quality Management
Seize every opportunity to improve performance with leading quality management software. Score every interaction with 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.
Workforce Management
Get the AI-powered contact center WFM tools to perfectly balance customer demand, employee satisfaction, and end-to-end operational efficiency. Accurately forecast volume and schedule the right agents with the right skills at the right time. Give agents freedom and flexibility with self-scheduling. And use intelligent automation to streamline workflows, eliminate burdens, and free employees to focus on what drives maximum business impact.
AI-Powered Analytics
Embed data-driven excellence across your enterprise, regardless of expertise. Put your contact center—and business—one step ahead of the market with AI-driven insights for predictive sentiment, interaction scoring, and phrase hits. Identify root causes, pinpoint bottlenecks, and reveal actionable opportunities to improve both the way your business works—and the ways customers interact with your brand.
Suite-Wide Reporting
Leverage the most modern, easy-to-use business intelligence tools. Accelerate customer-centric reporting and move from insight to action, faster. Easily build and automate custom reports with AI-powered tools. Then share that intelligence across the business through intuitive visualizations. Drive customer-centricity—from sales and marketing to product development and service delivery.
Bot Analytics
Improve the quality of every customer conversation, including those with your customer service AI chatbots and voice bots. Calabrio’s sophisticated chatbot analytics platform makes it easier than ever for your team to monitor the metrics matter and translate insights to improved KPIs.
Drive CX excellence with data-driven intelligence
The modern contact center is a wellspring of data. The trouble is turning all that raw data into actionable intelligence. Only the Calabrio ONE workforce performance suite brings together workforce optimization, agent engagement, and AI-fueled business intelligence solutions to reveal opportunities and power richer, more human interactions.
Turn your challenges into your competitive advantage
Calabrio ONE gives you an integrated WFO solution to turn challenges into competitive advantages and accelerate time to impact. Contact us to learn more about how quickly we can get your teams up and running.
Customer Stories
A trusted ally to leading brands looking empower employees and maximize performancern
Calabrio ONE is trusted by Fortune 500 brands and counted on by top technology partners. See how we’ve helped leaders in an array of industries get the very most out of their customer experience data.
“The data that Calabrio ONE provides lets us read between the lines. If we don’t have the data, we can’t understand how to improve our productivity and efficiency, which helps us save money. We also can’t analyze how to make a better work environment for our agents.”
“Calabrio is without a doubt the most important partner that Twilio has in our journey to disrupting the Enterprise Contact Center space. Their exceptional partner team is a joy to collaborate with strategically, and they continue to be cloud first pioneers by enabling Flex users to optimize their workforce and hear the voice of their customers on any channel at any time.”
Calabrio ONE WEM Features
Features to transform—and future-proof—your contact center
Why Calabrio
Powering more meaningful, more human connections
Calabrio solutions are used by millions of agents and counting because we help them unlock the true voice of the customer and deliver what brands crave: engaging interactions, real business intelligence, and sustainable growth.
Customer Reviews
Leaders in contact center workforce satisfaction
See why customers choose Calabrio to quickly turn insights into revenue-boosting action.
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
Book a Demo
Empower your employees. Transform your CX.
Connect with our contact center transformation and customer experience experts today, and witness firsthand the incredible impact our AI-powered solutions can have for your organization—and your customers.
