Calabrio ONE Features
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.
Ditch all the hours in spreadsheets and leverage intelligent automation to confidently forecast demand and accurately set schedules across channels and skills. React instantly to ebbs and surges in volume with intraday automation tools. Support employees’ work-life balance and offer greater flexibility with intuitive self-service scheduling tools.
Harness the true voice of your customer to power strategic improvements, deliver better experiences, and drive customer loyalty that drives growth. Capture every call, email, text, chat, and message. Then effortlessly transform that raw data into actionable intelligence, all while supporting adherence to compliance standards.
Give agents the personalized feedback and coaching they need to improve—more quickly, more often, and all in one place. AI and automation fuel predictive scoring, faster evaluations, and more targeted insights to keep agents engaged and inspired to be at their very best. Deliver elevated customer experiences that drive improved customer loyalty.
AI-powered analytics are embedded across the entire Calabrio ONE suite. With AI tools at their fingertips, every member of your team becomes a data-driven expert—and is empowered to uncover performance insights, develop improved strategies, and collaborate with ease. Use analytics to better understand the customer journey, analyze sentiment, identify areas for improvement, and much more.
More quickly move from insight to action to impact, with all of your WEM and customer 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 contact center in mind. Give every user easy, at-a-glance visibility of the reports and metrics that matter most.
Workforce Management
Ditch all the hours in spreadsheets and leverage intelligent automation to confidently forecast demand and accurately set schedules across channels and skills. React instantly to ebbs and surges in volume with intraday automation tools. Support employees’ work-life balance and offer greater flexibility with intuitive self-service scheduling tools.
Call Recording
Harness the true voice of your customer to power strategic improvements, deliver better experiences, and drive customer loyalty that drives growth. Capture every call, email, text, chat, and message. Then effortlessly transform that raw data into actionable intelligence, all while supporting adherence to compliance standards.
Quality Management
Give agents the personalized feedback and coaching they need to improve—more quickly, more often, and all in one place. AI and automation fuel predictive scoring, faster evaluations, and more targeted insights to keep agents engaged and inspired to be at their very best. Deliver elevated customer experiences that drive improved customer loyalty.
AI-Powered Analytics
AI-powered analytics are embedded across the entire Calabrio ONE suite. With AI tools at their fingertips, every member of your team becomes a data-driven expert—and is empowered to uncover performance insights, develop improved strategies, and collaborate with ease. Use analytics to better understand the customer journey, analyze sentiment, identify areas for improvement, and much more.
Suite-Wide Reporting
More quickly move from insight to action to impact, with all of your WEM and customer 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 contact center in mind. Give every user easy, at-a-glance visibility of the reports and metrics that matter most.
Create experiences that exceed expectations
Today’s businesses are often competing primarily on the quality of their customer experience. Calabrio ONE’s fully integrated suite of workforce engagement solutions gives you everything you need to meet demand and improve each of your customer interactions. But Calabrio also provides more than these solutions: we offer a true partnership that’s dedicated to your success.
Customer Stories
A trusted ally to leading brands looking to empower employees and maximize performance
Calabrio ONE is trusted by brands of all sizes 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 talent—and harness the true voice of their customers.
At Broad River Retail, Calabrio WFM maximizes agent productivity without negatively impacting contact center service levels.
“[Calabrio’s] tools are easy to use and logical to navigate. And, it doesn’t require a large team to administer! It has helped us elevate our contact center performance to a much higher level.”
“The data that Calabrio ONE provides lets us read between the lines. If we don’t have the data, we can’t understand how to improve our productivity and efficiency, which helps us save money. We also can’t analyze how to make a better work environment for our agents.”
Calabrio ONE WEM Features
Tools for Managing the Modern Workforce.
Calabrio ONE offers a robust set of features designed with the needs of the modern businesses in mind. Explore more of our top workforce engagement management features below.
Why Calabrio
Deliver Service That Stands Out
Calabrio ONE is built to meet the contact center and workforce management needs of today’s businesses. That’s why it’s trusted by brands of all sizes 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 businesses like yours.
Customer Reviews
Our customers say it best
See what real Calabrio users have to say about their experience with our leading workforce management tools.
Brian W
Mid-Market Workforce Management Planner
Verified User
Higher Education Organization
Nathan P.
Brian W
Mid-Market Workforce Management Planner
Verified User
Higher Education Organization
Nathan P.
Calabrio ONE
Leading Workforce Performance Software for the Contact Center
Rocket experiences with a truly holistic view of your contact center.
