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Employee Engagement Platform

Leading workforce engagement solutions: Unlock the full potential of your contact center

Transform customer experiences by innovating the way you work. Calabrio’s employee engagement platform provides comprehensive solutions to educate and empower.

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Deliver measurably better performance at a lower cost with the power of leading-edge AI, machine learning, and automation

Drive rapid development with personalized coaching, near real-time insights, and access to free coursework

Cultivate a culture of performance with embedded benchmarking, gamification, and leaderboards

Simplify management using automated forecasting and scheduling, real-time adherence, and more

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Trusted by global brands

Workforce Engagement Solutions

AI-powered employee engagement starts here

Your contact center only thrives when its agents do. Leverage the latest AI-driven workforce engagement tools to build an environment where employees feel empowered, trusted, and confident in their work—while saving your organization time and money.

Self-service and scheduling, simplified

Empower agents to take control of their work-life balance with rules-based self-scheduling that also account for customer service demands. Plus, automate intraday request processing with Grant, your AI-powered WFM virtual assistant, so you can focus on the big picture.

Performance coaching

Upgrade your training efforts with the help of AI-powered coaching tools. Quickly identify skill gaps and deliver personalized training right when it’s required. Then, track the effectiveness of coaches to support continuous improvement across the contact center.

Gamification tools

Agents can earn badges based on quality scores and schedule adherence. This gamification engages and motivates agents by inspiring competition and reinforcing positive behaviors.

Intuitive data insights

AI-driven business intelligence puts intuitive reporting and analytics tools in the hands of all employees—no data science expertise required. Fuel customer-centric service and data-driven growth strategies with easy-to-use tools that enhance collaboration.

Intelligent automation

Eliminate tedium while boosting engagement and morale by automating time-consuming administrative tasks and manual workflows.

World-class training and support

Work with a real partner who’s truly invested in empowering your employees. Calabrio provides tailored implementation and support services, in person and online, and delivers on-demand education and development pathways through the free Learning Studio.

Calabrio ONE

The complete suite for workforce engagement and empowerment

Only the Calabrio ONE workforce performance suite brings together workforce optimization, agent engagement, and AI-fueled business intelligence solutions into a comprehensive, true-cloud workforce engagement software suite that’s built for the needs of the modern contact center and the modern workforce.

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Elevate agent and customer experiences

Customers want more empathetic, personalized experiences across an array of channels. Calabrio ONE gives your teams a complete solution to turn today’s CX challenges into a competitive advantage.

  • 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 according to 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.

Hands-on support at every step

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.

Customer Stories

A trusted ally to leading brands looking to empower employees and maximize performance

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 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.

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Republic Services implemented Calabrio Quality Management and Calabrio Workforce Management to correlate call quality scores with sales numbers in order to better motivate agents and drive revenue growth.

 

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 and employee engagement 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. 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 dynamic 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. Plus, summaries are searchable, enabling agents to find similar interactions and gain new insights.

Automatically score every interaction

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.

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.

540%+

ROI

20%+

Decrease 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 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

Elevate your quality program with a single source of truth to address issues impacting experiences in and 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

Leaders in contact center workforce optimization

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

“Calabrio is the only WFO vendor that combines speech, desktop and text analytics in one robust solution. Unlock the goldmine of intelligence buried in your contact center and transform every customer interaction into usable data and distill that data into key trends”

Adil G

Enterprise System Specialist

“I love that there are multiple resources within Calabrio ONE. The software is continually being updated and innovated to grow as the business grows. The Analytics tool can be game-changing for many different business types.”

Courtney R

Mid-Market Workforce Management Analyst

“Calabrio ONE automatically completes my manual tasks, such as meeting scheduling, allowing me to focus on building dashboards and analytics.” Rating: 5/5 stars

Bry R

Bry R., Operations Analyst

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

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.