Trusted by global brands
Retail WFM Software
Your Suite to Drive Repeat Sales
Only Calabrio ONE unites workforce optimization, agent engagement, and AI-fueled business intelligence solutions into a true-cloud software workforce engagement management suite that empowers retail teams and contact centers.
Exceptional CX Starts with Interaction Analytics
Build better experiences with retail customer interaction analytics tools that enable you to capture the voice of your customer, across 100% of your interactions.
Understand & Elevate Every Customer Interaction
Retail analytics solutions put your wealth of data to work for your business and help deliver incredible value for your customers.
- Speech and Text Analytics
- Sentiment Analysis
- Custom Dashboards
Case Studies
A trusted ally to leading brands looking to unlock CX intelligence
Calabrio ONE is trusted by Fortune 500 brands and counted on by top technology partners. See how we’ve helped leaders in an array of industries get the very most out of their customer experience data.
“We used to have best in class technology for specific applications, but they didn’t always ‘play nice in the sandbox’ together—chat was in one area, WFM in another, call recordings in another, cradle-to-grave reporting was in another, and so on. Calabrio ONE delivered one integrated, cloud-based platform that does it all, acting as the new nucleus of our contact center’s entire cloud transformation.”
Scheduling issues were eating up the Shopify Workforce Planning team’s time. Implementing modern, automated scheduling tools saved them more than 40 hours per week on vacation planning alone while simplifying global complexity.
“The flexibility and mobility of Calabrio has enabled us to expand operations to meet an international audience, as well as to schedule a global, remote agent workforce.”
“Testing the impact of new or different scheduling options on our business before actually implementing them [with Calabrio] was key to maximizing our creative scheduling options, maintaining smooth contact center operations despite any surges, and minimizing agent confusion during a time of great upheaval.”
Retail WFM & WFO Solutions
Everything You Need to Empower Your Team
Calabrio ONE provides leading retail workforce optimization and management solutions—because better employee experiences are critical to better customer experiences.
Why Calabrio
Retail Customers Expect the Best—Calabrio ONE Helps You Deliver
Today’s focus on experience quality is why it’s so important for retailers to listen to the voice of their customer. And this is precisely where Calabrio is designed to help.
How We Help Brands
Leading-edge tools built—and trusted—to enrich and understand human interactions
Only Calabrio ONE unites WFO, agent engagement, and AI-fueled business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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.
Adil G
Enterprise System Specialist
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
Book a Demo
Empower your employees. Transform your CX
Connect with our contact center transformation and customer experience experts today, and witness firsthand the incredible impact our AI-powered solutions can have for your organization—and your customers.
FAQs
Looking for help?
Explore some of the most frequently asked questions about Calabrio’s retail workforce management and customer analytics solutions.
Retail workforce management is the strategic process of planning, scheduling, and optimizing staff resources to meet the fluctuating demands of the retail environment. It involves forecasting customer traffic, aligning staffing levels with peak hours, and ensuring employees have the necessary skills and training to deliver exceptional customer service. Effective retail WFM balances operational efficiency with the need to create a positive customer experience, ultimately driving sales and customer satisfaction.
Calabrio software is configurable to help organizations comply with standards, laws, and regulations including PCI DSS, SOC2 Type II, GDPR, and more
Calabrio ONE allows for the secure recording and archiving of customer interactions across various channels, ensuring that retailers can readily access and review these interactions when necessary for compliance audits or investigations.
Additionally, Calabrio ONE’s advanced features include the ability to redact sensitive customer information, such as credit card numbers or personal identifiers, directly from recordings, reducing the risk of data breaches and ensuring adherence to data privacy regulations.
Retail customer interaction analytics serves as a powerful tool for understanding the nuances of customer behavior and preferences throughout their sales journey. By analyzing interactions across various channels, retailers can identify common patterns and behaviors exhibited by customers who make a purchase, as well as those who may not.
These insights—which are based not on guesswork but on the actual voices of real customers—allow them to optimize sales strategies, refine messaging, and identify opportunities for upselling or cross-selling. Additionally, interaction analytics can reveal potential roadblocks or points of friction in the sales process, allowing retailers to address these issues proactively and streamline the customer experience. Utilizing these data-driven insights, retailers can improve their sales techniques, personalize the shopping experience, and increase the likelihood of converting potential customers into loyal, repeat patrons.
In today’s multi-channel retail landscape, customers expect a consistent and seamless experience regardless of whether they interact in-store or online, and whether it’s with a sales associate, contact center agent, or AI chatbot.
Effective workforce management technology can play a pivotal role in supporting these unified experiences by ensuring the right staff with the appropriate skills are available across all channels at the right times. By accurately forecasting customer demand and optimizing scheduling, retailers can avoid understaffing or overstaffing situations, ensuring customers receive prompt and knowledgeable assistance wherever they choose to engage.
Meanwhile, integrating tools like Calabrio Bot Analytics alongside workforce management and optimization solutions, retail teams can ensure every single conversation performs to the highest standard possible.
