Public Sector Call Center Software

Name: Public Sector Call Center Software
Brand: Calabrio
Rating: 4.9 (191 reviews)

Elevate the Citizen Experience

Unlock actionable intelligence in every single support interaction and empower your agents to deliver outstanding service with Calabrio’s government contact center solutions.

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$2.7M

Increase in Annual Top-Line Revenue

$1.5M

in Workforce Savings Per Year

20%

Decrease in Average Handle TIme

25%

Decrease in Agent Attrition

4.7 (101 Reviews)

4.5 (324 Reviews)

4.5 (264 Reviews)

4.8 (43 Reviews)

Trusted by global brands

AI-Powered CX Outcomes

Explore real-world use cases that power results for businesses like yours.

Cut Agent Attrition by 25%

GE Appliances uses Calabrio ONE to engage and retain its remote workforce, driving cost per call down 15% while growing adherence by 20%.

Spend 40% Less Time on Scheduling

At Wix, comprehensive WFM drives faster, more accurate scheduling, fueling lower shrinkage, faster resolutions, and a 3% CSAT increase.

Skyrocket Top-Line Revenue by $2.7M

Peckham harnesses complete Conversation Intelligence to reduce AHT, lower customer wait times, and unlock incredible revenue gains.

Calabrio ONE Demo

One Suite. All the Intelligence Your Teams Need.

Explore the Calabrio ONE suite with an interactive demo.

Demo Type

Government Contact Center WFM & WEM

Government Contact Center Management, Made Easy

Your constituents deserve services they can trust. So, your team needs workforce and conversation intelligence solutions they can depend on.

Empower your entire workforce and deliver stand-out citizen experiences with Calabrio’s powerful, secure, and easy-to-use public sector contact center solutions.

Manage and optimize your staffing with intelligent forecasting, streamlined scheduling, and workflow automation. Give agents more control over their time, while enabling supervisors to plan with precision, adapt to change, and maintain full coverage.

Identify service gaps, emerging citizen needs, and workforce issues—before they escalate. Evaluate 100% of interactions automatically and surface the most important insights with AI-powered quality management, interaction analytics, and more.

Support better staffing, oversight, and decision-making with a unified view of performance.

Meet stringent compliance standards and protect data with secure, scalable FedRAMP and StateRAMP-authorized solutions.

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ROI Calculator

See the Calabrio ONE Difference

Empowered with the world’s most advanced workforce engagement platform, what could your workforce, deliver for your business? Use our ROI calculator to see the difference that only Calabrio ONE can deliver.

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Calabrio Govsuite Features

Unleash the Full Potential of Your People

Transform the way your contact center works. Transform the way citizens experience government services.

Why Calabrio

Innovation That Outpaces the Competition

Only Calabrio ONE unites AI-driven workforce optimization, conversation intelligence, and agent engagement into a fully integrated suite that adapts to your unique needs. Just ask our customers.

Gartner Rating

G2 Rating

Average Time to ROI

G2 Customer Satisfaction Score

Calabrio ONE

Gartner Rating

4.5

340 Reviews

G2 Rating

4.2

326 Reviews

Average Time to ROI

22 Months

Feature Item

91%

G2 Satisfaction Score

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Verint

Gartner Rating

4.2

140 Reviews

G2 Rating

4.2

270 Reviews

Average Time to ROI

31 Months

Feature Item

46%

G2 Satisfaction Score

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NiCE WFM

Gartner Rating

4.3

1,721 Reviews

G2 Rating

4.2

475 Reviews

Average Time to ROI

35 Months

Feature Item

51%

G2 Satisfaction Score

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Aspect Workforce

Gartner Rating

4.2

305 Reviews

G2 Rating

4.2

88 Reviews

Average Time to ROI

27 Months

Feature Item

55%

G2 Satisfaction Score

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Government WFM Suite

Built for Humans. Built for Public Sector Efficiency.

Learn more about Calabrio Govsuite, our FedRAMP® Moderate authorized and StateRAMP/GovRAMP certified cloud contact center solution.

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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.

• 25% Decrease in Attrition

• 20% Increase in Adherence

• 15% Decrease in Cost Per Call

“Despite moving everyone to work from home within only two weeks, our adherence actually went up!”

Aaron Jacobs

Director of Workforce Optimization + Analytics

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$500k+ in Annual Productivity Savings
20% Adherence Growth
45% Increased Intraday Optimization
Forecasted within 5% of Actuals in First 10 Weeks

“The fast results we achieved really opened everybody’s eyes. We gave people WFM insights they’ve never been able to see before.”

Caryn Yurkstas

Sr. Workforce Analyst

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• 7% Increase in Scheduling Efficiency

• Improved Employee Engagement

• Reduced Agent Attrition

“Employees today want more of a say in their schedule and require flexibility. Without a solution to this, attrition will continue to be high.”

Gregory King

WFM Business Operations Manager

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40% Time Saved on Scheduling
15% Increase in Adherence
10% Improvement in Scheduling Accuracy
3% Increase in CSAT

“Calabrio is helping us to continuously adjust and adapt our scheduling…Now we can see how to improve efficiency as well as increase job satisfaction for our agents”

Daniela G.

Workforce Optimization Manager

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State of the Contact Center 2025

Read the report

Customer Reviews

Leaders in Workforce Management Customer Satisfaction

See why customers choose Calabrio to quickly turn insights into revenue-boosting action.

“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