Telecoms & Utility Customer Experience Solutions

Leading Workforce and CX Management Software

Transform agent and customer experiences with a true-cloud suite of workforce engagement management solutions built for utility providers and telecom teams.

Automate forecasting and optimize scheduling with leading workforce management solutions

Capture the voice of your customer and deliver exceptional experiences using powerful interaction analytics

Maximize the potential of your people while meeting compliance standards with robust quality management tools

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A WEM Suite to Fuel Customer-Centric Growth

Only Calabrio ONE unites WFO, agent engagement, and AI-fueled business intelligence solutions into a comprehensive, true-cloud WEM software that empowers utility provider contact centers to protect your brand and propel its growth.

Stand Out from the Rest, Retain Your Customers

Customer experiences are what set telecommunications businesses apart in a crowded, competitive field. But to deliver what today’s customers expect, you first have to know what they really want. Calabrio ONE telecom workforce management and analytics solutions give organizations everything they need to listen to the true voice of their customers—and unlock the performance and insights that fuel truly exceptional experiences. 

 

Exceptional CX Starts with Interaction Analytics

Build better telecommunications and utilities experiences with call recording and customer interaction analytics tools that help you capture and understand the true voice of your customer, across 100% of your interactions

Understand & Elevate Every Customer Interaction

Calabrio’s customer interaction analytics puts your data to work for your business and deliver incredible value for your subscribers. 

  • Speech and Text Analytics
  • Sentiment Analysis
  • Custom Dashboards

 

Transform raw data into actionable intelligence

Convert every conversation into accurate, usable data with sophisticated speech and text analytics. Pinpoint red flags, uncover trends, and put out fires with ease.

Deepen human connections

Build the kind of customer loyalty that catalyzes growth with AI-powered sentiment analysis tools. Score every conversation and enhance your QM and coaching processes with an empathetic, human depth. 

Zero in on your best opportunities

Use the latest AI and machine learning to surface insights you need to know now, predict your next best opportunities, and personalize your approach for maximum cross-selling and upselling. 

 

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

Explore how Calabrio has helped leading brands overcome challenges and unlock competitive advantages.

Adding the ability to capture all interactions and understand sentiment, Bluegrass Cellular fostered more genuine connections, decreased both call escalations and complaints by nearly 50%, and increased agent satisfaction by 26%.

A UK telecom organization moved to a fully digital support model and needed a chatbot in just 8 weeks. The Calabrio team not only helped them build and implement a bot but manage and improve it as it delivered a 138% ROI after just six months.

UK-Based Telecom
Read the story

Challenging Calabrio to come up with a plan to reduce call center costs, the Calabrio Managed Chatbot Operations team leveraged proprietary software to upgrade virtual assistants and ultimately deliver $13 million in annual savings.

 

Everything You Need to Empower Your Agents

Calabrio ONE provides leading workforce optimization and management solutions—because empowered employees deliver better CX for telecom and utilities contact centers. 

Predictive Forecasting and Omnichannel Scheduling

Use machine learning to automate demand forecasting, then set schedules accurately and confidently to ensure consistent coverage and quality across channels and skills.

Elevate your Quality Assurance with AI

Calabrio Quality Management is your command center for telecom CX management. Harness AI to automatically evaluate 100% of interactions and quickly unlock smarter insights for more targeted coaching and rapid improvement.

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 within Performance Management. Spend less time on administration and more on impactful agent development.

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.

Meet Compliance Standards

Store all your interaction data securely and in compliance with PCI and other regulatory standards, and ensure private info is never recorded with automatic pause-and-resume.

 

Deliver Efficient, Effective Self-Service

Dead-end chatbots lead to dead ends in the customer journey. Cut costs as you increase efficiency, boost productivity, and elevate CX with a chatbot analytics platform that upgrades the quality of all your conversations.

How We Help Brands

Trusted, leading-edge tools that 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.

540%+

ROI

20%+

Decrease 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)

Customers Have High Expectations—Calabrio ONE Helps You Exceed Them

Keep Hold of Your Most Valuable Customers

Poor customer experiences are the number one reason today’s subscribers and customers cancel or switch providers. The Calabrio ONE suite puts you on the front foot in the fight against customer churn, not only empowering agents to deliver winning experiences but also giving firms the tools they need to keep close tabs on critical KPIs, instantly discover warning signs, and proactively take action to drive loyalty and retention.

Ensure Compliance and Mitigate Risk

We put the security of our customers—and theirs—at the heart of our approach to building the best solutions for telecom teams. Calabrio software is configurable to help organizations comply with evolving standards, laws, and regulations including PCI DSS, SOC2 Type II, GDPR, and more.

Leading conversation intelligence tools built—and trusted—to enrich and understand human interactions

See why customers choose Calabrio to quickly turn insights into revenue-boosting action.

“Calabrio is the only WFO vendor that combines speech, desktop and text analytics in one robust solution. Unlock the goldmine of intelligence buried in your contact center and transform every customer interaction into usable data and distill that data into key trends”

Adil G

Enterprise System Specialist

“I love that there are multiple resources within Calabrio ONE. The software is continually being updated and innovated to grow as the business grows. The Analytics tool can be game-changing for many different business types.”

Courtney R

Mid-Market Workforce Management Analyst

“Calabrio's Contact Center Workforce Optimization suite is a standout solution that provides a comprehensive set of tools for managing and optimizing contact center operations. Its strengths in forecasting, scheduling, quality management, and analytics make it a valuable asset for any contact center aiming to improve efficiency and customer satisfaction.”

Verified User

Mid-Market Automotive Organization

Calabrio One

One suite to understand and elevate every interaction

Get all the tools you need in one fully integrated workforce performance suite.

Looking for help?

Looking for help? Explore some of the most frequently asked questions about Calabrio’s telecom workforce management and customer analytics solutions.

Customer experience management in telecommunications has become crucial due to heightened competition, evolving customer expectations, and the complex nature of telecom services. Customers now have numerous options for providers and services, and their expectations for seamless, personalized, and convenient experiences are higher than ever. A positive customer experience can foster loyalty, reduce churn, and differentiate a telecom company from its competitors. With the increasing complexity of telecom services, providing effective support and resolving issues quickly is vital for maintaining customer satisfaction and driving business growth.

A telecom contact center plays a pivotal role in overall business growth by serving as the primary point of interaction with customers. It acts as a sales channel, providing information about plans and services, and onboarding new customers. It also functions as a crucial support hub, resolving technical issues, billing inquiries, and other customer concerns. A well-functioning contact center can significantly enhance customer satisfaction, reduce churn, and drive revenue growth. By providing efficient, personalized, and knowledgeable support, a telecom contact center can turn customer interactions into positive experiences, fostering loyalty and advocacy.

Telecom customer interaction analytics involves capturing and analyzing data from various customer interactions, including phone calls, chats, emails, and social media interactions. This data provides insights into customer preferences, pain points, and trends. 

 

Analyzing call recordings, sentiment analysis, and other interaction data, telecom companies can gain a deeper understanding of customer needs, identify areas for improvement in service delivery, and personalize interactions to enhance customer satisfaction. That’s why an interaction analytics solution like Calabrio’s empowers telecom providers to proactively address customer concerns, optimize processes, and deliver a superior customer experience.

Calabrio ONE provides a comprehensive suite of solutions that support telecom firms in elevating their overall customer experience management. Our advanced analytics capabilities enable in-depth analysis of customer interactions across multiple channels, providing actionable insights into customer sentiment, pain points, and trends. These insights help identify training opportunities for agents, improve call handling processes, and proactively address potential issues. Meanwhile, Calabrio’s workforce management tools optimize staffing levels, ensure efficient scheduling, and track agent performance, leading to improved customer service delivery. 

 

By leveraging Calabrio ONE, telecom companies can gain a holistic understanding of customer needs, personalize interactions, and empower agents to deliver exceptional experiences, ultimately driving customer satisfaction, loyalty, and business growth.

Calabrio ONE is designed to help healthcare organizations meet a wide range of standards, laws, and regulations, including: 

  • GDPR: Ensuring compliance with data protection and privacy regulations in the European Union. 
  • CCPA: Adhering to the California Consumer Privacy Act for data privacy and protection. 
  • MiFID: Meeting the requirements of the Markets in Financial Instruments Directive for financial markets. 
  • PCI-DSS: Maintaining standards for the secure handling of payment card data. We undergo annual audits to ensure our systems meet the stringent requirements for handling payment card information. 
  • ISO 27001: Aligning with global standards for information security management. An annual audit verifies our adherence to international information security standards. 
  • SOC2 Type II: Complying with reporting standards for secure and reliable service delivery. An annual audit assesses the effectiveness of our controls related to security, availability, processing integrity, confidentiality, and privacy. 

 

With these advanced measures in place, Calabrio ensures that your data remains secure and compliant with essential regulatory requirements.