Calabrio ONE
Cloud | On-Premises | Hybrid

A simple contact center solution for complex, multi-channel customer service

Calabrio ONE – Fuel top-line growth from customer engagement

Calabrio ONE is a unified workforce optimization (WFO) software suite – including call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics – that transforms the contact center into a customer engagement center and a valuable source of customer insight.

  • EASY TO USE – Calabrio ONE is built on an intuitive, web-based architecture that accelerates the contact center with personalized dashboards and seamless access to data and reporting.
  • FULLY INTEGRATED – While each component of Calabrio ONE is available as standalone software, nearly half of Calabrio customers choose the integrated suite – a rate of more than four times the industry average. Gartner says integration is worth more than 20 percent in total savings over the life of your investment.
  • MAKE SMARTER DECISIONS – Analyze multichannel contact center data and share your findings throughout the organization for accelerated decision-making, driving immediate and long-term growth.

 

Learn why Gartner named Calabrio to the “Leaders” quadrant.
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With Calabrio Quality Management, evaluators can see customizable evaluation forms and audio and screen playback within a unified view. Create a library of evaluation forms for multi-channel interactions that include multi-part, section level weighting, question level weighting, evaluator hints and KPI questions.

Quality Management

Calabrio Quality Management offers highly-scalable call recording and screen recording with customizable evaluations to capture the complete agent and customer experience. Evaluators can score multi-channel activity including calls, emails, web chats and social media and provide quick feedback for training and coaching.

In Calabrio Workforce Management, supervisors can monitor their agents’ state, schedule adherence and compliance through the Intraday Adherence view.

Workforce Management

Calabrio Workforce Management’s graphical reports make it easy for schedulers to forecast accurately, develop schedules for multiple sites, track key performance indicators and manage real-time adherence. Intraday management tools help you track activity in real-time and make immediate adjustments to address under or overstaffing. Dynamic Scheduling, a unique approach to shift-bidding, spreads the scheduling burden and empowers your agents.

Speech, desktop and text: it’s all covered with Calabrio Analytics and presented on our trademark widget-based dashboard to reveal activities, patterns and trends for drill-down analysis and big picture views.

Analytics

Calabrio is the only workforce optimization provider to integrate speech, desktop, and text analytics into a single, unified offering. Calabrio Analytics allows organizations to make better, faster, more consistent data-driven decisions to protect and grow their business by discovering the true nature of 100 percent of conversations.

Customer Story

Polaris

Elevating customer service and improving agent satisfaction across multiple channels.

NEXT STEPS.

Customer Experience Update