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Virtual & Hybrid Contact Center Software

Remote workforce management solutions: Tailored to the way your team works

Maximize the efficiency of your virtual or hybrid contact center and deliver exceptional customer experiences with leading workforce optimization tools backed by AI and built for the new world of work.

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Optimize scheduling and boost virtual team engagement with comprehensive remote WFM software

Empower managers to manage your remote or hybrid workforce more easily with AI-driven desktop analytics

Gain greater visibility contact center health with a best-in-class workforce productivity monitoring toolset

Tap into the incredible value of the true voice of your customer with AI-driven interaction analytics

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Trusted by global brands

Remote Workforce Optimization

Monitor & empower your virtual contact center

Effectively manage and optimize your distributed workforce with Calabrio’s remote workforce management solutions. Our platform offers comprehensive tools for monitoring, evaluating, and empowering your remote team to maintain quality, productivity, and engagement, no matter where they’re located. Achieve remote workforce optimization and drive success in your virtual contact center.

Omnichannel capture

No matter where the agent sits, ensure you’re capturing the full picture of your customer sentiment and brand interactions. Capture interactions across all channels—voice, email, chat, social media, and more—to gain a 360-degree view of the customer experience and agent performance.

Remote evaluations and monitoring

Ensure consistent quality and compliance with remote evaluations and productivity monitoring tools. Analyze interactions individually and at scale, provide targeted feedback, and pinpoint high-impact training opportunities to support continuous improvement across your team.

Desktop analytics

Gain valuable insights into remote agent activity and application usage with Calabrio’s desktop analytics. Isolate technology-based bottlenecks, streamline workflows, and optimize processes to enhance efficiency and elevate the agent experience in your remote or hybrid environment.

Speech and text analytics

Harness the power of AI-driven speech and text analytics to understand both customer interactions and agent performance. Uncover deep voice-of-customer insights, track trends, and automate quality management to transform your contact center into a growth engine.

Simplified scheduling

Optimize scheduling for your remote workforce with flexible, self-service tools for agents and smart automation for managers. Empower agents to manage their own schedules while ensuring adequate coverage and maintaining service levels.

Employee engagement

Foster a culture of continuous improvement and empower agents to reach their full potential, no matter where they sit. Calabrio’s employee engagement solutions—from gamification and performance coaching to AI-driven insights—drive greater performance and deliver tangible results across your virtual contact center.

Calabrio ONE

The complete suite for remote and hybrid teams

Only the Calabrio ONE workforce optimization suite brings together WFM, quality management, agent engagement, and AI-fueled business intelligence into a comprehensive, true-cloud remote workforce optimization solution that can adapt and scale to meet the needs of today’s virtual contact centers.

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Elevate agent and customer experiences

When it comes to customer expectations, your agents’ location is irrelevant. Consumers want seamless, hyper-personalized experiences across all channels, wherever, and whenever. Calabrio ONE delivers a robust set of remote workforce management and optimization call to solutions to help your team deliver.

  • Call Recording and Interaction Analytics
  • Contact Center Quality Management
  • Robust Workforce Management Solutions
  • Sophisticated Chatbot Analytics Platform

Onboarding and training

Get teams up and running on Calabrio ONE quickly, launch bold new initiatives, and upskill even the most experienced users with the help of Calabrio’s dedicated contact center professional services team and a variety of exclusive training resources available in the Calabrio Success Center.

Innovation driven by your needs

The Calabrio Innovation Center is at the core of our commitment to our customers’ success. Your dedicated team of experts get to know your unique challenges and pain points, and develop new ways to apply your Calabrio tools and solutions. 

Intelligence with ease of use

For maximum impact, innovation needs to be easy to use. Calabrio’s suite empowers all users with embedded intelligence, automation, and ease in every workflow. Plus, it integrates seamlessly with a wide range of leading platforms.

Customer Stories

A trusted ally to leading brands looking to engage and empower remote and hybrid teams

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 transition to remote and hybrid models—sometimes virtually overnight—and get the most out of their talented teams.  

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.”

 

Travis Desjardins
Workforce Manager
Read the story

Calabrio ONE WEM Features

Workforce Empowerment That’s Focused on You

When we say comprehensive, we mean it. Calabrio is constantly upgrading existing functionality and innovating new features to meet the workforce management needs of our customers.

Coaching and mentoring

Agents can track their performance through custom dashboards and adjust their performance as needed. Agents can also request mentoring from their peers—both boosting low performers and providing development opportunities to high performers.

Maximized mobility

Calabrio offers a self-service mobile app for scheduling. Frontline agents easily communicate their requests and absences wherever they are, as well as stay up to date with any schedule changes.

Time management

Dynamic scheduling and availability offer choices for agents while also balancing the needs of the contact center to drive better agent engagement without sacrificing customer service.

Interaction Summary

Automate time-consuming after-call work while providing succinct summaries across all interactions with the innovative AI-powered Interaction Summary tool. Summaries are searchable, enabling agents to find similar interactions and gain new insights.

Auto QM

Automate the evaluation of 100% of customer interactions, removing the need for time-intensive manual reviews. Our AI-driven Auto QM feature evaluates key criteria such as empathy, professional language, conversation flow, and the hold/transfer process.

Sentiment analysis

Dive into nuanced customer interactions with sentiment scores (positive, neutral or negative) for every single call. Then incorporate sentiment scoring into QM and agent coaching processes to add an empathetic, human depth.

Intraday management

Agents have the flexibility to take on overtime or take voluntary time off for unforeseen changes in staffing requirements, all while keeping the needs of the business in mind.

Shift bidding

Provide employees with the ability to have their say in their preferred schedule, while also providing the organization with a scheduling tool that’s aligned with key business priorities and KPIs.

Vacation Planner

Save time and money, freeing up valuable resources and eliminating paper-based vacation and time-off approvals. Employees book absences autonomously via the MyTime portal or app, and receive manual or automated approvals based on business rules.

Why Calabrio

Powering more meaningful, more human connections

Calabrio solutions are used by millions of agents and counting because we help them unlock the true voice of the customer and deliver what brands crave: engaging interactions, real business intelligence, and sustainable growth.

540%+

ROI

20%+

Increase in Handle Time

40%+

Decrease in Agent & Customer Effort

91%

Customer Satisfaction
4.5 (264 Reviews)
4.5 (311 Reviews)
4.5 (194 Reviews)
4.4 (42 Reviews)

Conversational Intelligence Solutions

Equip remote employees to deliver customer-centric experiences

Let your employees act based on the full voice of your customer—heard across all channels—and deliver truly transformative experiences with the help of AI-powered customer intelligence.

Quality Management

Build better brand experiences

Monitor and evaluate your remote workforce with a single source of truth to address issues impacting experiences in an out of the contact center.

Interaction Analytics

Turn challenges into competitive advantages

Identify pain points, needs, and opportunities with advanced sentiment analysis, unrivaled speech and text analytics, and more.

Bot Analytics

Enhance chatbot performance

Monitor and rapidly improve the performance and quality of your bots using our sophisticated chatbot analytics platform.

Interaction Recording

Capture the voice of your customer

Record every call, email, chat, text, and message to turn the raw voice of the customer in actionable insights.

Customer Reviews

See why customers choose Calabrio to quickly turn insights into revenue-boosting action.

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.

“This is the best system to use for workforce management in the BPO industry. Live monitoring of employees status and schedules to avoid lost hours. You can also access daily records of agents' workflows. Work avoidance can be easily determined by this tool.”

Charles Angelo V

Outsourcing/Offshoring Quality Analyst

“We have a global workforce and Calabrio has been absolutely instrumental in allowing us to schedule and manage coverage worldwide.”

Lisa P

Enterprise Workforce Analyst

“I was a long-term user of a different WFM tool when I started using Calabrio to assist with forecasting and scheduling. It was a very intuitive learning curve to input call volumes and forecasts based on historical drivers. I find it very easy to set up new users and build schedules.”

Brian W

Mid-Market Workforce Management Planner

Calabrio One

One Suite to Understand and Elevate Every Interaction

Get all the tools you need in one fully integrated workforce performance suite.
Learn about Calabrio ONE

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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.