Government Call Center Software

Contact Center and WFM Tools for Public Sector Success

Better understand every single support interaction to build a truly citizen-centric contact center.

Capture and retrieve every call quickly and accurately with secure call recording technology.

Evaluate every citizen interaction to gain powerful insights and improve efficiency and experiences.

Improve predictability and optimize staffing with advanced forecasting and scheduling solutions.

Gain unprecedented visibility with a single source of truth for performance across your public sector contact center.

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Contact center workforce management made easy

Get more out of your workforce—and all of your customer interaction data—with the help of powerful, easy-to-use contact center solutions for SMBs.

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. React instantly to even quick 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.

Call Recording

Harness the true voice of your citizens to respond strategically to their needs, deliver better experiences, and build trust. Securely capture every call, email, text, chat, and message. Then effortlessly transform that raw data into intelligence that you can use.

Quality Management

Support rapid agent upskilling and improved engagement with the personalized feedback and coaching that employees desire. Automatically evaluate every interaction to save time, pinpoint bottlenecks and skill gaps, and ultimately craft better citizen experiences across channels.

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.

Suite-Wide Reporting

Leverage the most modern, easy-to-use business intelligence tools. 

More quickly move from insight to action to impact with all of your interaction data all in one place. Help your teams easily build and share custom reports with AI-powered tools and pre-built dashboards designed with the needs of today’s contact centers in mind. Give every user easy, at-a-glance visibility of the reports and metrics that matter most.

Solutions that Amplify the Voice of the People

We help you understand all support interactions. Our cloud-based software connects everything your contact center needs: call recording, quality assurance, performance coaching, workforce management, analytics, and data management.

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. 

State & Local

Make smarter decisions and boost community engagement. Discover how we help state, local, and special divisions tackle unique challenges—including the need for StateRAMP and TX-RAMP certified solutions. 

Education

Boost enrollment and build stronger relationships. Learn how to pinpoint students’ key concerns and uplift your contact center as a campus

Federal

Deliver secure, scalable citizen services with GovSuite—our FedRAMP® authorized solution built to meet strict federal security and compliance standards. 

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

Explore how Calabrio has helped 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.”

Marc Dubé
Team Manager (Workforce), City of Vancouver
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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.” 

Beth Bax
Assistant Director, Quality Assurance Grand Canyon Education
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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.

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 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

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.