SMB Contact Center & Workforce Solutions

True-Cloud Workforce Optimization Solutions: Turn Your Contact Center into a Growth Center

Leverage leading SMB contact center solutions to engage agents, optimize efficiency, and deliver stand-out customer experiences that supercharge growth.

 

Calabrio ONE brings together leading workforce optimization, agent engagement, quality management, and more within a unified, AI-driven suite that scales with your growing business.

Simplify forecasting and automate scheduling to meet growing customer demands with optimal efficiency

Empower your workforce and drive productivity with automated quality management solutions

Discover incredible value in your customer conversations across channels with easy-to-use, AI-powered interaction analytics

Easily and quickly deploy our cloud-based software that’s designed for seamless integration and maximum flexibility

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Contact Center Workforce Optimization 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

Ditch all the hours in spreadsheets and leverage intelligent automation to confidently forecast demand and accurately set schedules across channels and skills, with leading AI-driven workforce management software. 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.

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

Leverage AI-driven interaction analytics that’s tailored to your unique business to unlock CX and performance insights with real impact. Understand why your customers reach out, how they feel during each interaction, and what drives those emotions. Transform every conversation into actionable insights and quickly solve your biggest challenges with data-driven strategies that empower employees and fuel continuous improvement across the contact center.

Performance Management

Engage agents, reduce costly attrition, and elevate customer experiences 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.

Easy-to-Use Tools that Enrich Every Interaction

Only Calabrio ONE unites workforce optimization, agent engagement, and AI-fueled business intelligence solutions in one comprehensive, easy-to-deploy software suite that’s built to meet the needs of the modern contact centers and growing businesses.

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.

Seamless Integrations

Calabrio ONE is a trusted partner of leading contact center services. Built to seamlessly integrate with solutions from Amazon Connect, Cisco, Five9, and many more, Calabrio ONE makes it easy to build an intelligent enterprise cloud contact center.

Easy Implementation & Onboarding Support

Businesses of all sizes get the same customized support from our experienced service teams. Get up and running with white-glove onboarding service, and get every member of your team up to speed with ongoing training, education, and more—on demand in the Customer Success Center.

Dedicated to Your Success

At the core of our unique commitment to our customers’ success, the Calabrio Innovation Center delivers true value addition by understanding your unique challenges and continuously adapting Calabrio tools to your needs.

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

Calabrio ONE is trusted by brands of all sizes and counted on by top technology partners. See how we help leaders in an array of industries get the very most out of their talent—and harness the true voice of their customers.

GreenPath Financial lacked visibility into marketing impact. With Calabrio tools, they harnessed the voice of their customer to rapidly increase target audience call volume—and improve NPS by 15%

Kristen Holt
CEO, GreenPath Financial
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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.”

Wynn White
Sr. Manager of Customer Experience
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“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.”

Daniel Acosta
Call Center Applications Analyst III, Houston Methodist Hospital
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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.

Optimize Forecasting and Scheduling

Easily forecast call volume and demand—and set schedules accurately and confidently—with the help of AI, machine learning, and advanced analytics right where you need it.

Engage and Retain Great Agents

Give agents the specific insights they crave and empower them to elevate CX. Customizable reports and dashboards enable agents to track their performance in near real-time. Plus, embedded benchmarking, leaderboards, and gamification create healthy competition in your teams.

Ensure Compliance, Mitigate Risk

Store all your interaction data securely. Efficiently monitor 100% of interactions with AI-powered Auto QM and evaluation tailored to your needs and goals. Rapidly respond to incidents and implement fixes across your business with ease.

Reveal What Your Customers Really Feel

Train smarter and improve experiences by understanding how your customers feel—and why—with accurate, customizable GenAI-powered sentiment analysis. Track agent and customer sentiment shifts throughout interactions, pinpoint causes, and take action to improve.

Ignite Impactful Coaching

Eliminate the complexity of managing coaching and performance across disparate tools. Seamlessly conduct coaching sessions, document interactions, and track agent progress against key metrics. Spend less time on administration and more on impactful agent development.

Power Proactive Service and Support

Harness the power of AI and machine learning-based predictive capabilities to pinpoint dissatisfied customers, proactively solve customer issues, and reduce churn to meet business objectives and drive sustainable growth.

Agent Mobile App and Self-Service

Give agents the freedom to view and build their own schedule; make overtime, vacation and schedule change requests; trade shifts; and more, wherever they are—all in the convenience of a mobile app.

Improved Adherence Management

Set up alarms and notifications related to the adherence of agents, and get feedback on resource utilization in real time to improve performance.

Intraday Automation

Set custom rules and thresholds to automate intraday schedule management. Save time while increasing flexibility and tackling issues that drive attrition.

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. 

540%+

ROI

20%+

Increase in Handle Time

40%+

Decrease in Agent & Customer Effort

25%+

Increase in Customer Satisfaction Rates
4.5 (264 Reviews)
4.5 (324 Reviews)
4.6 (196 Reviews)
4.7 (42 Reviews)

Our Customers Say It Best

See what real Calabrio users have to say about their experience with our leading workforce management tools.

“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

 “I would recommend the Calabrio One Suite for anyone interested in improving Quality Management…It is easy to use, customizable and will make your teams more efficient. The system is also engaging for end users which adds to the efficiency of the product. Calabrio has allowed for more efficient Quality Management within our organization, which is creating new roles and enriching the organization as a whole.”

Verified User

Higher Education Organization

“Calabrio makes it such an easy and user-friendly experience to know your employee's team's schedule and to be able to make adjustments so smoothly. Also tracking things like Adherence is super simple and they continue to make awesome improvements daily.”

Nathan P.

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

Explore our expansive network of partnerships and platform integrations

The Calabrio partner community includes hundreds of trusted companies from around the world.