As the workforce and conversation intelligence battle rattles on, Calabrio has thrown down the AI gauntlet by announcing a slew of new workforce engagement management features.
Over 70 innovations have been rolled out across its Calabrio ONE suite since January this year, with many being powered by AI.
This evolution signals not just product expansion but a deeper reimagining of how contact centers can optimize agent wellbeing and customer satisfaction in an AI world.
The timing is pertinent, as the recent State of the Contact Center report found that 32% of contact center leaders cite agent distrust in AI as a significant issue, yet surprisingly 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows.
This disconnect is echoed in Calabrio’s Voice of the Agent research, where 56% of agents say AI tools don’t actually help them with their day-to-day tasks.
The gap is clear: organizations must invest in the proper support, not just the right technology, to truly empower agents.
An Intentional Approach to AI
Calabrio’s embrace of AI isn’t unique within the customer service and experience sector. The technology is now a prerequisite of any serious vendor in the space.
But implementing AI and implementing AI effectively are two very different things, and this is where Calabrio differentiates itself from its competitors.
Dave Rhodes, CEO of Calabrio, detailed how his company has taken a considered approach to its AI solutions. He said:
“Calabrio has made very thoughtful investments to create AI-driven features, not just for the sake of AI, but for the humans who use them.”
From performance management to vacation planning, Calabrio’s enhancements aim to simplify workloads and give agents and managers the insights and autonomy needed to perform at their best.
Feature Highlights: Efficiency Meets Experience
The Calabrio ONE suite now includes a robust set of AI-enabled tools designed to help contact centers pivot from reactive cost center to proactive intelligence hub.
Auto QM delivers AI-powered quality management by evaluating 100% of interactions and surfacing coaching opportunities through configurable generative prompts. And for contact center managers with no time to configure questions, Auto QM has a pre-tested question library built on Calabrio’s decades of QM experience to get you up and running quickly.
Complementing this, Trending Topics automatically identifies conversation themes to accelerate issue resolution and support targeted training initiatives.
Interaction Summary produces concise overviews of agent-customer exchanges, ensuring compliance and audit readiness.