Public Sector Call Center Software

Contact Center and WFM Solutions that Elevate the Citizen Experience

Understand every single support interaction and empower your agents to build a truly citizen-centric government 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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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.

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. 

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 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.”

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 (324 Reviews)
4.6 (196 Reviews)
4.7 (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