Insights Demo
See how Workforce Management works
Explore how Insights embeds AI-driven contact center intelligence across the entire Calabrio ONE suite.
Contact Center BI Features
Convert data into actionable intelligence, faster
With Insights, Calabrio ONE is the only workforce engagement management (WEM) solution with AI-powered analytics and business intelligence built into its core.
Pre-built, interactive dashboards focused on the contact center deliver immediate feedback and boost engagement by giving every user at-a-glance visibility of reports and KPIs that matter most—and providing a launch point to dive into data and act upon trends.
This powerful, out-of-the-box feature makes it easy for anyone to discover hidden trends, identify key business drivers, and perform powerful what-if analysis and forecasting with no technical expertise or ML experience needed.
Simplify your analysis and dashboard creation process. With Insights, you have access to pre-built themes, and the flexibility to create and customize your own using the intuitive theme editor. Share themes effortlessly with colleagues to ensure consistent company branding.
Not sure what visual type to choose? With Autograph you simply select the fields you want to use, and Insights uses the most appropriate visual type for the number and data types of the fields you select.
With Insights, you have access to a variety of visual types including heat maps, tree maps, data bars, gauge charts, and more, allowing your data to convey a compelling narrative.
Authors can effortlessly publish and share interactive dashboards across the enterprise, facilitating seamless information flow throughout the contact center and among key stakeholders. Need to schedule sending dashboards? We’ve got you covered there too.
Pre-Built Dashboards
Pre-built, interactive dashboards focused on the contact center deliver immediate feedback and boost engagement by giving every user at-a-glance visibility of reports and KPIs that matter most—and providing a launch point to dive into data and act upon trends.
ML-Powered Analysis
This powerful, out-of-the-box feature makes it easy for anyone to discover hidden trends, identify key business drivers, and perform powerful what-if analysis and forecasting with no technical expertise or ML experience needed.
Themes
Simplify your analysis and dashboard creation process. With Insights, you have access to pre-built themes, and the flexibility to create and customize your own using the intuitive theme editor. Share themes effortlessly with colleagues to ensure consistent company branding.
AutoGraph
Not sure what visual type to choose? With Autograph you simply select the fields you want to use, and Insights uses the most appropriate visual type for the number and data types of the fields you select.
Multiple Visual Options
With Insights, you have access to a variety of visual types including heat maps, tree maps, data bars, gauge charts, and more, allowing your data to convey a compelling narrative.
Dashboard Sharing
Authors can effortlessly publish and share interactive dashboards across the enterprise, facilitating seamless information flow throughout the contact center and among key stakeholders. Need to schedule sending dashboards? We’ve got you covered there too.
How Suite-Wide Business Intelligence Unlocks Your Contact Center’s Potential
Contact centers produce incredible amounts of data. Yet for too many organizations, the scale and complexity of their customer interaction data isn’t an asset—it’s a burden, source of confusion, or critical challenge to navigate—and usually across multiple applications. Most organizations analyze only 12 percent of their data
That’s why Insights, Calabrio’s AI-powered contact center business intelligence tool, leverages industry-leading cloud technology and state-of-the-art generative AI to help teams innovate, adapt, and excel in today’s data-driven environment. With Insights, translating raw data into actionable insights no longer needs to be the time-consuming, labor-intensive stumbling block that it is for so many contact centers.
Unlock the Potential of Your Data with Insights
With one powerful yet easy-to-use AI-driven business intelligence solution backing your contact center, your team can:
Customer Stories
A trusted ally to leading brands looking empower employees and maximize performance
Explore how Calabrio has helped leading brands overcome challenges and unlock competitive advantages.
GreenPath Financial lacked data to understand marketing impact. With Calabrio Analytics they harnessed the voice of their customer to rapidly increase NPS, drive 150% more call volume to their target audience, and much more.
“For years we’ve run marketing campaigns to try to reach people, but we never knew if they were effective or not. We were never able to track that before the Calabrio system.”
Why Calabrio
Powering more meaningful, more human connections
Calabrio solutions are trusted by millions of agents and counting because we help unlock the true voice of the customer and deliver what brands crave: engaging interactions, real data-driven intelligence, and sustainable growth.
Customer Reviews
Leading conversation intelligence tools built—and trusted—to enrich and understand human interactions
See why customers choose Calabrio to quickly turn insights into revenue-boosting action.
Courtney R
Mid-Market Workforce Management Analyst
Verified User
Enterprise Retail Organization
Adil G
Enterprise System Specialist
Courtney R
Mid-Market Workforce Management Analyst
Verified User
Enterprise Retail Organization
Adil G
Enterprise System Specialist
FAQs
Looking for help?
Get answers to some of the most frequently asked Workforce Management questions.
Contact center business intelligence (BI) transforms your raw contact center data into actionable insights. Think of it as a powerful lens that helps you see the whole picture of what’s happening in your contact center. By analyzing interactions, agent performance, and customer trends, contact center BI reveals areas for improvement, helps you understand customer needs better, and empowers you to make data-driven decisions that enhance both the customer and agent experience.
While to date, business intelligence tools have helped make sense of huge amounts of interaction data, moving from information to action still frequently requires significant legwork, and often expertise, from various parts of the business.
This is where Insights and the artificial intelligence at its core change the game. AI-powered business intelligence accelerates both access to and analysis of the most important customer and agent data. Using machine learning, Insights goes beyond simple reports. It predicts trends, pinpoints unexpected issues, and gets to the heart of why things are happening.
Meanwhile, underlying AI give users across the business the ability to dig deeper into data with ease. Interacting with data using natural language, users can ask ad-hoc questions and conduct on-the-fly analysis, then share with stakeholders, with ease. Insights and AI-powered business intelligence fuel faster, better-informed decisions to improve your customer experience and optimize your contact center.
Data Explorer was Calabrio’s previous business intelligence tool for contact centers. Released in early 2024 and subsequently rolled out to existing Calabrio customers, Insights replaced Data Explorer within the Calabrio ONE suite, giving users access to the most modern, intuitive BI tool.
