A Comprehensive Suite to Increase Contact Center Productivity
All-in-one solutions to improve productivity and elevate experiences—without driving up costs or complexity.
- Improve forecasting and scheduling accuracy to meet demand and improve service quality.
- Evaluate every interaction automatically and uncover insights to improve.
- Empower agents with self-scheduling tools and real-time, personalized coaching.
- Automate repetitive tasks and optimize processes to do more with the same staff.
Transform customer and agent
experience in your contact center.
Schedule a meeting with our team
Workforce Management Tools Trusted By Leading Global Brands
Supercharge Productivity to Power Exceptional Customer Service for Less
Transform your contact center with comprehensive solutions to enrich interactions, reduce costs, and maximize efficiency.
Elevate Service Quality
Optimize and automate processes
The effects of inefficiency can be felt throughout the contact center—as higher headcount and costs and lower quality and morale. Calabrio not only automates repetitive tasks but also makes it easy to identify inefficiencies in process and performance.
Meet demand—even when it spikes
Say goodbye to the back-and-forth of over and understaffing. Anticipate spikes and lulls in advance, maintain a balanced workload, and provide exceptional, cost-efficient service.
Improve customer satisfaction
Stepping up service shouldn’t be a guessing game. Harness the power of interaction analytics, business intelligence, and custom dashboards to understand trends, identify root causes, and proactively deliver for your customers.
Reduce Operating Costs
Cut through scheduling complexity
Eliminate unnecessary personnel costs and set optimized schedules across channels and skills, while adhering to even the most complex labor laws and work requirements with workforce management that’s as sophisticated as your workforce.
See what’s behind slow handle times
Slow handle times are a strain on resources and quality. Pinpoint the causes and make datadriven improvements with AI that automatically evaluates every single interaction—and empowers teams with targeted, real-time insights.
Offer flexibility, maintain agility
Give agents the flexibility over their work-life balance they desire without sacrificing agility to respond to evolving demand. Intelligent self-scheduling tools empower agents and reduce manual admin work while optimizing service levels.
Increase Self-Service
Boost bot adoption
Transform your chatbot into a powerful self-service engine. Leverage comprehensive reporting and tap into predictive analytics to understand ROI, uncover improvement opportunities, and make proactive decisions that help solve your customers’ most pressing needs.
Prioritize impactful improvements
Tuning up your bot doesn’t have to daunting task or a drain on costs. Empower teams with critical data that drives quick-wins and better communicate the health and performance of your chatbot or voice bot program.
Lower operational costs
Maximize the efficiency of your customer service operation with a comprehensive, unified view of all your conversation data. Isolate bottlenecks, improve responsiveness, and eliminate costly escalations while enhancing overall customer experience.
Productivity Solutions for the Modern Contact Center
Unlock the full potential of your contact center with these productivity-enhancing tools.
- Leading Workforce Management Solutions
- Automated Quality Management
- Bot Analytics
- Interaction Analytics & Business Intelligence
Leading Workforce Management Solutions
Maximize engagement and efficiency. Deliver more for less.
Elevate quality, improve customer satisfaction, and drive customer loyalty—without driving up costs.
- Match staffing levels to demand with precise forecasting and scheduling
- Empower agents and fight burnout with convenient self-scheduling tools
- Eliminate repetitive tasks with intelligent automation and insights to pinpoint inefficiencies
- Cut through complexity to manage multi-channel, multi-skill, and multi-site teams with ease
Automated Quality Management
Evaluate every single interaction and accelerate improvement
Get the most out of your workforce with real-time, personalized coaching and insights.
- Evaluate 100% of customer interactions automatically with AI scoring focused on key criteria
- Boost agent development with real-time insights and data-driven performance improvements
- Streamline review with aggregated score dashboard or quickly drill down on individual metrics
- Reduce handle times by giving agents targeted, consistent, and personalized coaching
Bot Analytics
Build the high-performing bot that you and your customers need
Leverage powerful analytics to boost bot performance, enrich interactions, and increase self-service.
- Identify bot struggles and make targeted improvements to boost responsiveness
- Accelerate bot improvement using predictive analytics on containment rates and CSAT
- Drive customer adoption and deflect volume with focused AI training and proactive decision-making
- Lower operational costs by reducing escalations and elevating customer interactions
Interaction Analytics & Business Intelligence
Drive CX excellence with data-driven intelligence
Make proactive decisions backed by data to power continuous improvement and consistent, high-quality service.
- Capture every interaction across all channels with secure, reliable interaction recording
- Identify root causes and understand trends to eliminate guesswork and prioritize the right actions
- Listen to the voice of your customer to identify common concerns and respond to emerging needs
- Empower your teams with powerful, easy-to-use AI and machine learning-driven tools
Leading Workforce Management Solutions
Maximize engagement and efficiency. Deliver more for less.
- Match staffing levels to demand with precise forecasting and scheduling
- Empower agents and fight burnout with convenient self-scheduling tools
- Eliminate repetitive tasks with intelligent automation and insights to pinpoint inefficiencies
- Cut through complexity to manage multi-channel, multi-skill, and multi-site teams with ease
Automated Quality Management
Evaluate every single interaction and accelerate improvement
Get the most out of your workforce with real-time, personalized coaching and insights.
- Evaluate 100% of customer interactions automatically with AI scoring focused on key criteria
- Boost agent development with real-time insights and data-driven performance improvements
- Streamline review with aggregated score dashboard or quickly drill down on individual metrics
- Reduce handle times by giving agents targeted, consistent, and personalized coaching
Bot Analytics
Build the high-performing bot that you and your customers need
Leverage powerful analytics to boost bot performance, enrich interactions, and increase self-service.
- Identify bot struggles and make targeted improvements to boost responsiveness
- Accelerate bot improvement using predictive analytics on containment rates and CSAT
- Drive customer adoption and deflect volume with focused AI training and proactive decision-making
- Lower operational costs by reducing escalations and elevating customer interactions
Interaction Analytics & Business Intelligence
Drive CX excellence with data-driven intelligence
Make proactive decisions backed by data to power continuous improvement and consistent, high-quality service.
- Capture every interaction across all channels with secure, reliable interaction recording
- Identify root causes and understand trends to eliminate guesswork and prioritize the right actions
- Listen to the voice of your customer to identify common concerns and respond to emerging needs
- Empower your teams with powerful, easy-to-use AI and machine learning-driven tools
Ready to get started?
See Our Solutions in Action
Explore how Calabrio solutions have helped leading brands overcome challenges and improve productivity to achieve incredible results.
GE Appliances
GE Appliances lacked effective WFM and QM solutions. Using Calabrio ONE and Amazon Connect, they unlocked incredible gains in efficiency and adherence while shrinking attrition by 25%.
Dojo
This premier payment provider needed a WFM upgrade. After introducing Calabrio WFM, Dojo saw a 25% increase in efficiency, a 20% decrease in attrition rates, and more incredible results.
Shopify
Scheduling issues were eating up the Shopify Workforce Planning team’s time. Implementing modern, automated scheduling tools from Calabrio saved them more than 40 hours per week on vacation planning alone while simplifying global complexity.
Peckham
When 1,500 contact center members are handling nearly 9 million global interactions each year, long holds and silence times add up in a big way. Calabrio Analytics helped Peckham understand and address root causes—and ultimately drive an extra $2.7 million in annual topline revenue.
Republic Services
Republic Services implemented Calabrio Quality Management and Calabrio Workforce Management to correlate call quality scores with sales numbers to better motivate agents and drive revenue growth.
Grand Canyon Education
Unreliable and outdated software stood in the way of effective QA reporting at GCE. A switch to Calabrio drove a 67% increase in monthly QA evaluations and much improved transparency and decision-making.
UK-Based Telecom
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.
Major Canadian Telecom
Challenging Calabrio to come up with a plan to reduce call center costs, the Calabrio Managed Chatbot Operations team leveraged propriety software to upgrade virtual assistants and ultimately deliver $13 million in annual savings.
Big Box Retailer
After launching a chatbot, this retailer saw a boom in usage—but customers struggled to get what they needed and wait times skyrocketed. Leveraging Bot Analytics, though, they were able to identify underlying issues and drive $1.6 million in annual savings.
