Calabrio is a trusted ally to leading brands. As the digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian.
We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching.
Only Calabrio ONE unites workforce optimization (WFO), agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
Customers & Products
The Calabrio ONE Workforce Performance suite has workforce optimization (WFO) at the core, maximized with enterprise-grade agent engagement and AI-fuelled analytics tools.
Calabrio ONE encompasses a broad range of intuitive, powerful functionality including:
- Workforce Management – enables organizations to plan and manage their operations through advanced forecasting, dynamic scheduling, and intelligent automation, while also providing sophisticated self-service tools to empower, educate, and lead today’s workforce.
- Analytics – Calabrio is the only WFO vendor to blend speech, desktop, and text analytics in one robust solution.
- Data Management – intuitive, cross-platform reporting tools help tune out the noise and uncover the insights organizations need to meet their contact centre goals and drive business value.
- Quality Management – customizable quality evaluations equip supervisors with the tools they need to strengthen employee engagement with performance coaching. Personalized dashboards create timely feedback loops to engage and motivate agents.
- Interaction recording – records 100% of customer interactions and transforms them into highly usable data. Robust metadata lets supervisors quickly search hundreds of hours of calls to prove adherence, settle disputes, mitigate risk, and improve performance.
Leading brands such as Cazoo, National Express, Rentalcars.com, and UK Power Networks along with millions of agents in 100 countries around the world rely on Calabrio technology to maximise agent performance, exceed customer expectations, boost workforce efficiency and transform their business.