Calabrio serves thousands of contact centers that discovered that workforce optimization doesn’t require a PhD in systems integration. Our approach strips away software bloat while delivering the sophisticated capabilities that actually impact your operation’s success in a single integrated suite.
We built Calabrio ONE for the real world where IT resources are limited, budgets are scrutinized, and agents need tools they’ll actually use. The platform connects workforce management, quality assurance, and analytics into one coherent system that makes sense from day one. No modules to bolt together or silos to break down, no consultants required to explain the basics, no six-figure surprises when you need standard functionality.
Of course, proof lives in production environments, not PowerPoints. Using Calabrio, Peckham drove a $2.7M increase in annual top-line revenue while lowering wait times and average handle times. GE Appliances seamlessly transitioned to remote work cutting cost per call by 15% and agent attrition by 25% in the process. Wix started spending an incredible 40% less time on scheduling tasks, fueling lower shrinkage, faster resolutions, and a 3% CSAT increase.
Key Features of Calabrio ONE
Calabrio ONE delivers essential capabilities that modern contact centers need to thrive in today’s customer experience landscape. Here are some of the core features that our platform provides.
Unified Contact Center Intelligence
Calabrio ONE embodies a fundamentally different software philosophy.software. Rather than worry about updating CCaaS offerings or presenting you with a catalog of modules to integrate, we’re focused on WEM and only WEM, and we’ve architected everything as one seamless system from the beginning and innovated based on our customers’ most pressing needs. Fully integrated workforce and conversation intelligence solutions unlock more impactful insights and improvements while offering a single source of truth for contact center performance.
This unified approach shows its value immediately. Supervisors see the connection between scheduling decisions and quality scores without switching screens. Forecasting algorithms learn from and adapt to actual performance data automatically. Unified quality, speech, and text analytics unlock shared insights for agents, analysts, and leaders all in one platform–eliminating the need to juggle tools, or stitch together insights across fragmented apps. This is about more than just convenience. It’s about agility–and about fundamentally changing how quickly you can identify issues, implement improvements, and drive impact that’s felt across your business.
Where NiCE requires navigating between CXone Mpower, IEX WFM, and various Enlighten AI components and through often clunky interfaces, Calabrio delivers everything through one consistent, modern UI. Your team learns one system, maintains one vendor relationship, and gets answers from one support team. The simplicity translates directly into faster adoption, lower training costs, and fewer midnight calls to IT.
AI Built Into the Core
AI has the ability to transform how contact centers manage operations, meet ever-changing customer demand, and empower their agents to deliver experiences that turn customers into loyal superfans. But leveraging this incredible power shouldn’t require getting nickel-and-dimed with endless extras and add-ons.
That’s why Calabrio embeds AI at the core of its suite, enhancing core workforce and quality functions from forecasting and scheduling to QM and coaching. With AI that’s built-in, not bolted on, users in every area of the contact center get game-changing automation and intelligence where they need it most. Leverage Calabrio’s AI-powered solutions to:
- Forecast demand and set optimal schedules in seconds with AI that’s constantly learning and continuously improving.
- Empower agents and managers with real-time insights, assistance, and recommended actions.
- Evaluate 100% of your interactions with customizable Auto QM, and understand the emotions driving your conversations, at scale, with GenAI-powered Advanced Sentiment.
Comprehensive Performance Management
Don’t just track metrics; actually improve them with Calabrio’s complete performance management solution. Connect individual agent goals to team objectives and your most important business outcomes, and get to the bottom of root causes with AI-driven insights. Every coaching session, quality score, and schedule adherence metric feeds into a comprehensive performance picture that updates in real time.
The My Calabrio agent portal gives frontline employees ownership of their development journey. They see their goals, track progress, access coaching feedback, and challenge evaluations within one personalized dashboard. Gamification elements transform improvement from obligation into achievement. Leaderboards create friendly competition. And managers can deliver meaningful recognition with ease. The result is engaged agents who actively participate in their own growth and success rather than passively receiving periodic performance reviews.
