Enterprise WFM & Contact Center Solutions

True-Cloud WFO Software: Empower and Optimize Your Global Enterprise

Empower your global workforce to be at their level best, overcome forecasting and scheduling complexity, and deliver the experiences customers expect with our enterprise-grade workforce optimization software suite.

Leverage the full value of your customer’s voice with innovative interaction analytics tools 

Optimize forecasting, scheduling, and adherence with proven omnichannel and multiskill WFM solutions

Stay one step ahead of what’s next with AI-fueled predictive analytics and intuitive business intelligence tools

Powerful true-cloud software deploys quickly, adapts and scales with you, and can be customized to unique needs

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Integrated, enterprise-grade workforce solutions

Streamline operations, unlock new insights and efficiencies, and craft exceptional experiences across your global footprint. The Calabrio ONE suite of enterprise-grade workforce performance solutions empowers teams—both multinational and multiskill—to unleash the full potential of their talent.

Interaction Recording

Capture the true voice of your customer to power a truly intelligent enterprise. Record every call, email, chat, text, and message, regardless of language or location. Transform raw data into a wealth of actionable customer intelligence. Securely store insights in the cloud—and use AI to quickly sort, search, and retrieve interactions for improved coaching, compliance, and more.

Quality Management

Elevate performance individually and at global scale. Make life easier for quality teams and managers with AI and automation in all the right places: predictive scoring, accelerated evaluations, and smarter insights fuel more personalized performance coaching. Drive better outcomes in near real-time—and give agents the tools they need to sustain improvements over the long-term.Wo

Workforce Management

Respond to fast-changing demands and meet customer demands with more efficient, more effective enterprise workforce management solutions. Automate forecasting, streamline scheduling, and adapt to changing customer requirements while balancing the needs of your workforce. Eliminate repetitive manual tasks and empower employees with intuitive self-service tools.

AI-Powered Analytics

Embed data-driven excellence across your enterprise, regardless of expertise. With AI-powered analytics and intuitive BI tools across the entire suite, anyone can quickly uncover insights, build custom reports, and collaborate with ease. As your single source of truth for WEM and interaction data, Calabrio ONE eliminates the need for multiple applications and empowers teams to solve critical challenges with accelerated, data-backed decision-making.

Suite-Wide Reporting

Leverage cutting-edge, user-friendly reporting tools. Eliminate silos, enhance collaboration, and fuel more strategic decisions by easily building and automating reports with the help of AI. Our intuitive reporting tools accelerate time to impact and help your enterprise drive customer-centricity at every touchpoint and across markets.

Suite-Wide Reporting

Leverage cutting-edge, user-friendly reporting tools. Eliminate silos, enhance collaboration, and fuel more strategic decisions by easily building and automating reports with the help of AI. Our intuitive reporting tools accelerate time to impact and help your enterprise drive customer-centricity at every touchpoint and across markets.

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.

The complete suite for workforce engagement and empowerment

Only the Calabrio ONE workforce performance suite brings together workforce optimization, agent engagement, and AI-fueled business intelligence solutions into a comprehensive, true-cloud workforce engagement software suite that’s built for the needs of the modern contact center and the modern workforce.

Elevate agent and customer experiences

Customers want more empathetic, personalized experiences across an array of channels. Calabrio ONE gives your teams a complete solution to turn today’s CX challenges into a competitive advantage.

  • Call Recording and Interaction Analytics
  • Contact Center Quality Management
  • Robust Workforce Management Solutions
  • Sophisticated Chatbot Analytics Platform

Onboarding and Training

Get teams up and running on Calabrio ONE quickly, launch bold new initiatives, and upskill even the most experienced users with the help of Calabrio’s dedicated contact center professional services team and a variety of exclusive training resources available in the Calabrio Success Center.

Innovation Driven by 
Your Needs

The Calabrio Innovation Center is at the core of our commitment to our customers’ success. Your dedicated team of experts get to know your unique challenges and pain points, and develop new ways to apply your Calabrio tools and solutions.

Sales Support

We provide a wide range of sales and marketing support to all partners, which enable them to better position Calabrio solutions. Open, timely communication via newsletters, webinars and emails, together with flexible sales support, ensures we respond to partner needs as they evolve.

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

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 talented employees.

“When we were first offered Calabrio Quality Management as a proposed solution, we were intrigued by the innovative architecture, simple administration and impressive roadmap. We have found that it has been precisely the right fit for our business.”

Vice President
Integrated Managed Service Delivery Getronics
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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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Scheduling issues were eating up the Shopify Workforce Planning team’s time. Implementing modern, automated scheduling tools saved them more than 40 hours per week on vacation planning alone while simplifying global complexity. 

 

“The flexibility and mobility of Calabrio has enabled us to expand operations to meet an international audience, as well as to schedule a global, remote agent workforce.”

 

Travis Desjardins
Workforce Manager
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Tools for Managing the Modern Workforce.

Only the Calabrio ONE workforce performance suite brings together workforce optimization, agent engagement, and AI-fueled business intelligence solutions into a comprehensive, true-cloud workforce engagement software suite that’s built for the needs of the modern contact center and the modern workforce.

Optimize forecasting and scheduling

Easily forecast call volume and demand—and set schedules accurately and confidently—with the help of machine learning and advanced analytics right where you need it.

Accelerate chatbot improvement

Dead-end chatbots lead to dead ends in the customer journey. Leverage our chatbot analytics platform to upgrade the quality of all your conversations.

Ensure compliance, mitigate risk

Store all your interaction data securely. Efficiently monitor agent language to increase adherence and improve compliance, while supporting rapid incident response.

Boost development, drive productivity

Embedded agent benchmarking, leaderboards, and Al-powered gamification create healthy competition in your teams, while performance coaching tools fast-track upskilling.

Make life easier for managers

Intelligent automation across the Calabrio ONE suite offloads admin tasks, giving your managers more time to focus on coaching and actions that drive real impact.

Power proactive service and support

Harness the power of AI and machine learning-based predictive capabilities to pinpoint dissatisfied customers and proactively solve customer issues.

Agent mobile app and self-service

In the convenience of a mobile app, give agents the freedom to view and build their own schedule; make overtime, vacation and schedule change requests; trade shifts; and more, wherever they are.

Improved adherence management

Set up alarms and notifications related to the adherence of agents, and get feedback on resource utilization in real time to improve performance.

Intraday automation

Set custom rules and thresholds to automate intraday schedule management. Save time while increasing flexibility and tackling issues that drive attrition.

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.

540%+

ROI

20%+

Increase in Handle Time

40%+

Decrease in Agent & Customer Effort

91%

Customer Satisfaction
4.5 (264 Reviews)
4.5 (311 Reviews)
4.5 (194 Reviews)
4.4 (42 Reviews)

Leaders for contact center workforce

A trusted ally to leading brands looking to empower employees and maximize performance.

“This is the best system to use for workforce management in the BPO industry. Live monitoring of employees status and schedules to avoid lost hours. You can also access daily records of agents' workflows. Work avoidance can be easily determined by this tool.”

Charles Angelo V

Outsourcing/Offshoring Quality Analyst

“We have a global workforce and Calabrio has been absolutely instrumental in allowing us to schedule and manage coverage worldwide.”

Lisa P

Enterprise Workforce Analyst

“I was a long-term user of a different WFM tool when I started using Calabrio to assist with forecasting and scheduling. It was a very intuitive learning curve to input call volumes and forecasts based on historical drivers. I find it very easy to set up new users and build schedules.”

Brian W

Mid-Market Workforce Management Planner

Calabrio ONE

One suite to understand and elevate every interaction

Get all the tools you need in one fully integrated workforce performance suite.

How We Help Brands

Leading-edge tools built—and trusted—to 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.

91%

Customer Satisfaction

73

COUNTRIES

300+

Global Partners

Calabrio ONE

Leading Workforce Performance Software for the Contact Center

Rocket experiences with a truly holistic view of your contact center.