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.
Calabrio ONE Features
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.
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.
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.
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.
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.
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.
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.
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 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.
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.
Explore our expansive network of partnerships and platform integrations
The Calabrio partner community includes hundreds of trusted companies from around the world.
