Trusted by global brands
Calabrio ONE Features
Government Contact Center Management, Made Easy
Your constituents deserve services they can trust. So, your team needs workforce optimization solutions they can depend on. Empower your workforce and deliver exceptional citizen experiences with Calabrio’s powerful, secure, and easy-to-use public sector contact center solutions.
Leverage predictive forecasting and automated scheduling tools to confidently set schedules across channels and skills—and be there when your citizens need you most. Leading contact center workforce management software enables you to react instantly unexpected changes in volume with intraday automation tools. And do it all while you support employees’ work-life balance and offering greater flexibility with convenient self-service scheduling tools.
Seize every opportunity to improve with a modern quality management solution that boosts time-to-impact and scales alongside your needs. Uncover hidden insights and score 100% of interactions with fully configurable, AI-driven Auto QM that delivers consistent evaluations aligned to your business goals and compliance standards. Eliminate after-call work, streamline reviews, and empower agents with faster feedback by leveraging dynamic, AI-generated interaction summaries. Plus, gain full visibility into live interactions and agent workflows with real-time monitoring and screen recording.
Harness the power of AI with analytics and business intelligence embedded across the Calabrio suite. Fuel data-driven excellence and facilitate faster, more intelligent decision. Use analytics to better understand the customer journey, analyze citizen sentiment, identify areas for improvement, and much more.
Engage agents, reduce costly attrition, and elevate citizen satisfaction with a complete performance management solution. Support more effective coaching as you empower agents with everything they need to solve challenges, track goals, and manage their own success. The integrated My Calabrio portal surrounds the agent with love, delivering seamless access to feedback, scheduling, gamification features, and personalized insights in one convenient place.
More quickly move from insight to action to impact, with all of your WFM and customer interaction data all in one place. Help your teams easily build and share custom reports with AI-powered business intelligence tools and pre-built dashboards designed with the contact center in mind. Give every user easy, at-a-glance visibility of the reports and metrics that matter most.
Workforce Management
Leverage predictive forecasting and automated scheduling tools to confidently set schedules across channels and skills—and be there when your citizens need you most. Leading contact center workforce management software enables you to react instantly unexpected changes in volume with intraday automation tools. And do it all while you support employees’ work-life balance and offering greater flexibility with convenient self-service scheduling tools.
Quality Management
Seize every opportunity to improve with a modern quality management solution that boosts time-to-impact and scales alongside your needs. Uncover hidden insights and score 100% of interactions with fully configurable, AI-driven Auto QM that delivers consistent evaluations aligned to your business goals and compliance standards. Eliminate after-call work, streamline reviews, and empower agents with faster feedback by leveraging dynamic, AI-generated interaction summaries. Plus, gain full visibility into live interactions and agent workflows with real-time monitoring and screen recording.
AI-Powered Analytics
Harness the power of AI with analytics and business intelligence embedded across the Calabrio suite. Fuel data-driven excellence and facilitate faster, more intelligent decision. Use analytics to better understand the customer journey, analyze citizen sentiment, identify areas for improvement, and much more.
Performance Management
Engage agents, reduce costly attrition, and elevate citizen satisfaction with a complete performance management solution. Support more effective coaching as you empower agents with everything they need to solve challenges, track goals, and manage their own success. The integrated My Calabrio portal surrounds the agent with love, delivering seamless access to feedback, scheduling, gamification features, and personalized insights in one convenient place.
Suite-Wide Reporting
More quickly move from insight to action to impact, with all of your WFM and customer interaction data all in one place. Help your teams easily build and share custom reports with AI-powered business intelligence tools and pre-built dashboards designed with the contact center in mind. Give every user easy, at-a-glance visibility of the reports and metrics that matter most.
Public Sector Solutions that Amplify the Voice of the People
We help you eliminate complexity and understand every citizen interaction. Because empowered service members deliver exceptional service.
Our cloud-based public sector contact center software connects everything your teams need—call recording, quality assurance, performance management, workforce management, and interaction analytics—within one unified suite.
Reliable, Secure Software for Public Sector Contact Centers
As the foundation of a citizen-centric contact center, Calabrio’s full suite empowers agencies to strengthen community connections, improve operational efficiency, and reduce overhead—while elevating the citizen experience. Built with government needs in mind, GovSuite—our FedRAMP®, StateRAMP, and TX-RAMP certified cloud platform—ensures secure, compliant, and scalable service delivery.
Case Studies
A trusted ally to leading brands that empower employees and maximize performance
Explore how Calabrio helps teams overcome challenges and unlock competitive advantages.
The City of Vancouver used Calabrio WFM and QM tools to enhance employee work-life balance and handle significantly more calls, achieving 0% agent turnover in 16 months despite the 397% increase in volume.
“In a call center, we measure time in seconds. If I can get 10 more minutes per day of productivity out of someone multiplied by all our agents, then I can save money by not hiring another employee.”
GCE’s highly manual QA evaluation process was time-consuming and delivered mixed results. Leveraging Calabrio, they transformed their QA and increased the number of monthly evaluations performed by 67%.
“Calabrio embodies the open-minded, collaborative approach we wanted to set as a QA team.”
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 Workforce Management Customer 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
