Trusted by global brands
Calabrio ONE Features
A fully integrated suite for WFM and much more
Find everything you need to unlock the full potential of your greatest asset—your people—in Calabrio’s leading workforce performance suite. Simplify scheduling and shift planning for both agents and managers, and elevate experiences for your customers with the power of data-driven conversational intelligence.
Get AI-powered contact center WFM tools to perfectly balance customer demand, employee satisfaction, and operational excellence. Forecast volume and schedule the right agents with the right skills at the right time. Give agents freedom and flexibility with self-scheduling. And use intelligent automation to streamline workflows and eliminate burdens.
Hear the full voice of the customer with interaction recording that captures every call, email, chat, text, and message. Transform raw, cross-channel conversational data into actionable intelligence with a single source of truth for your customer journey. Securely store all that customer interaction data in the cloud—and quickly pinpoint opportunities to coach agents, prove adherence, and deliver proactive, personalized service.
Seize every opportunity to improve performance. Score every single interaction with automated quality management software. Access audio and screen recordings, contact information, predictive analytics, and evaluation forms in an easy-to-use, unified desktop view. Give managers and agents near real-time visibility into performance, then inspire improvement with built-in gamification, benchmarking, and personalized coaching.
Embed data-driven excellence across your organization, regardless of expertise. Put your contact center—and business—one step ahead of the market with our AI-driven Interaction Analytics suite that delivers insights for predictive sentiment, interaction scoring, and phrase hits. Diagnose root causes, identify bottlenecks, break down silos, and reveal high-impact opportunities to improve both the way your business works—and the ways customers interact with your brand.
Leverage the most modern, easy-to-use business intelligence tools. Accelerate customer-centric reporting and move from insight to action, faster. Easily build and automate custom reports with AI-powered tools. Then share that data across the business and build consensus with intuitive visualizations. Drive customer-centricity—from sales and marketing to product development and service delivery.
The Calabrio My Time app gives agents the freedom and control to manage their schedules—anytime, anywhere. Agents can build their own schedules, adjust their own lunches and breaks, and even trade shifts. Simple parameters ensure you always maintain staffing-level requirements.
Leading Workforce Management
Get AI-powered contact center WFM tools to perfectly balance customer demand, employee satisfaction, and operational excellence. Forecast volume and schedule the right agents with the right skills at the right time. Give agents freedom and flexibility with self-scheduling. And use intelligent automation to streamline workflows and eliminate burdens.
Interaction Recording
Hear the full voice of the customer with interaction recording that captures every call, email, chat, text, and message. Transform raw, cross-channel conversational data into actionable intelligence with a single source of truth for your customer journey. Securely store all that customer interaction data in the cloud—and quickly pinpoint opportunities to coach agents, prove adherence, and deliver proactive, personalized service.
Quality Management
Seize every opportunity to improve performance. Score every single interaction with automated quality management software. Access audio and screen recordings, contact information, predictive analytics, and evaluation forms in an easy-to-use, unified desktop view. Give managers and agents near real-time visibility into performance, then inspire improvement with built-in gamification, benchmarking, and personalized coaching.
AI-Powered Analytics
Embed data-driven excellence across your organization, regardless of expertise. Put your contact center—and business—one step ahead of the market with our AI-driven Interaction Analytics suite that delivers insights for predictive sentiment, interaction scoring, and phrase hits. Diagnose root causes, identify bottlenecks, break down silos, and reveal high-impact opportunities to improve both the way your business works—and the ways customers interact with your brand.
Suite-Wide Reporting
Leverage the most modern, easy-to-use business intelligence tools. Accelerate customer-centric reporting and move from insight to action, faster. Easily build and automate custom reports with AI-powered tools. Then share that data across the business and build consensus with intuitive visualizations. Drive customer-centricity—from sales and marketing to product development and service delivery.
Agent Self-Scheduling
The Calabrio My Time app gives agents the freedom and control to manage their schedules—anytime, anywhere. Agents can build their own schedules, adjust their own lunches and breaks, and even trade shifts. Simple parameters ensure you always maintain staffing-level requirements.
The Smart Tools You Need to Do Your Best Work
Transparency is key to workforce optimization. That’s why Calabrio’s comprehensive, true-cloud suite of workforce performance tools are designed to provide organizations with a complete picture of agent experience and customer service performance. Capture 100% of interactions, easily extract the insights that matter, and quickly act on them with Calabrio ONE.
Turn Your Challenges into Your Competitive Advantage
Calabrio ONE offers leading WFM software that seamlessly integrates with complementary tools for interaction recording, quality management, business intelligence, and chatbot analytics. Contact us to learn more about how quickly we can get your teams up and running.
Customer Stories
A trusted ally to leading brands looking empower employees and maximize performancern
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.
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.”
Calabrio ONE WEM Features
Features to Transform—and Future-Proof—Your Contact Center
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.
Customer Reviews
Leaders in contact center workforce satisfaction
See why customers choose Calabrio to quickly turn insights into revenue-boosting action.
Charles Angelo V
Outsourcing/Offshoring Quality Analyst
Lisa P
Enterprise Workforce Analyst
Brian W
Mid-Market Workforce Management Planner
Charles Angelo V
Outsourcing/Offshoring Quality Analyst
Lisa P
Enterprise Workforce Analyst
Brian W
Mid-Market Workforce Management Planner
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.
