Enterprise 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, AI-driven contact center workforce optimization solutions.

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Turn deep CX insights into strategic innovation and elevated experiences with AI-powered interaction analytics software

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

Get a complete view of contact center performance with unified performance management and business intelligence solutions

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

Calabrio ONE Features

Integrated, Enterprise-Grade Solutions for Peak Contact Center Performance

Streamline operations, unlock new insights and efficiencies, and craft exceptional experiences across your global footprint. The Calabrio ONE workforce optimization suite delivers enterprise contact center solutions that empower organizations—both multinational and multiskill—to unleash the full power of their people and their data.

Enterprise Contact Center Solutions

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.

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Elevate Agent and Customer Experiences

Customers want more empathetic, personalized experiences across an array of channels. Calabrio ONE’s complete set of enterprise contact center solutions turns today’s CX challenges into your competitive advantage with:

Leading Workforce Management Solutions
Powerful, AI-Driven Interaction Analytics
Modern, Automated Quality Management
Unified Performance Management
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.

Intelligence with Ease of Use

For maximum impact, innovation needs to be easy to use. Calabrio’s suite empowers all users with intuitive AI, strategic automation, and ease in every workflow. Plus, it integrates seamlessly with a wide range of leading platforms to supercharge the solutions you know best.

Customer Stories

A trusted ally to leading brands that 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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Calabrio ONE WEM Features

Solutions for Managing the Modern Workforce

Contact centers face rapidly growing demand and increased complexity. Customers want empathetic, personalized, and efficient experiences across many channels—and businesses are counting on the contact center to deliver.

Calabrio ONE delivers integrated, enterprise-grade contact center solutions that empower agents, analysts, and leaders. Leverage our unified suite to turn your biggest CX and workforce challenges into competitive advantages—and build a contact center that delivers transformational business outcomes.

Optimize Forecasting and Scheduling

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

Accelerate Chatbot Improvement

Dead-end chatbots lead to dead ends in the customer journey. Cut costs as you increase efficiency, boost productivity, and elevate CX with a chatbot analytics platform that upgrades the quality of all your conversations.

Ensure Compliance, Mitigate Risk

Store all your interaction data securely. Efficiently monitor 100% of interactions with AI-powered Auto QM and evaluation tailored to your needs and goals. Rapidly respond to incidents and implement enterprise-wide fixes with ease.

Engage and Retain Great Agents

Give agents the specific insights they crave and empower them to elevate CX. Customizable reports and dashboards enable agents to track their performance in near real-time. Plus, embedded benchmarking, leaderboards, and gamification create healthy competition in your teams.

Ignite Impactful Coaching

Eliminate the complexity of managing coaching and performance across disparate tools. Seamlessly conduct coaching sessions, document interactions, and track agent progress against key metrics. Spend less time on administration and more on impactful agent development.

Reveal What Your Customers Really Feel, at Scale

Train smarter and improve experiences by understanding how your customers feel—and why—with accurate, customizable GenAI-powered sentiment analysis. Track agent and customer sentiment shifts throughout interactions, pinpoint causes, and take action to improve.

Agent Mobile App and Self-Service

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—all in the convenience of a mobile app.

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.

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.

540%+

ROI

20%+

Increase in Handle Time

40%+

Decrease in Agent & Customer Effort

91%

Customer Satisfaction

4.5 (264 Reviews)

4.5 (324 Reviews)

4.6 (196 Reviews)

4.7 (42 Reviews)

Customer Reviews

Leaders in Contact Center Workforce Satisfaction

See why Calabrio is a trusted ally to leading brands that 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

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

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.

Learn more about Calabrio ONE

How We Help Brands

Trusted, leading-edge tools that 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.

Why calabrio