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Overview
Calabrio helps contact centers optimize workforce performance through AI-driven quality management, automated scheduling, and analytics. While some advanced AI features may require setup and configuration, the platform effectively unifies data to enhance agent engagement and operational efficiency. Overall, it is a reliable solution for enterprises seeking streamlined customer experiences.
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Starting Price
Custom
Calabrio Specifications
Analytics and Reporting
Call Center Management
Customer Profiles
Queue Management
What Is Calabrio?
Calabrio is a cloud-based Workforce Engagement Management (WEM) platform designed for contact centers and BPOs. It provides AI-driven solutions for workforce management, performance management, and conversation intelligence to help organizations optimize agent performance and improve customer experiences. By combining tools for scheduling, quality management, and multichannel analytics, Calabrio enables teams to make data-informed decisions, reduce agent effort, and deliver more consistent, effective service.
Calabrio Pricing
Calabrio Integrations
The software supports integration with multiple systems and platforms, such as:
- Twilio software
- Amazon Connect software
- Genesys Cloud Connect
- Salesforce
Who Is Calabrio For?
Calabrio is suitable for organizations across a wide range of industries and sectors, including:
- Finance
- Insurance
- Retail
- Healthcare
- Hospitality
- Utilities
Is Calabrio Right For You?
If you are looking to reduce agent attrition, streamline workforce operations, and protect sensitive data, this software could be a suitable choice. The platform offers a unified WEM suite powering thousands of agents globally, helping reduce manual processes, improve scheduling, and optimize operational efficiency—trusted by brands such as GE Appliances and Wix.
Calabrio is ISO 27001 certified and maintains compliance programs including SOC2, PCI DSS, FedRAMP Moderate, and GDPR, among others. Its configurable privacy and security features allow organizations to safeguard sensitive data, support regulatory compliance, and maintain control over personal information.
Still doubtful if Calabrio is the right fit for you? Connect with our customer support staff at (661) 384-7070 for further guidance.
Calabrio Features
This feature automates the quality assurance process by evaluating customer interactions across all channels. Users can eliminate manual sampling bias and apply customizable scoring criteria to ensure consistent performance standards. The software leverages AI to flag compliance risks and identify coaching opportunities, significantly reducing administrative effort for supervisors.
The software utilizes advanced AI and natural language processing to detect and quantify emotions within customer and agent exchanges. Users can drill down into specific audio segments to understand the root causes of satisfaction or frustration. This platform enables teams to proactively address negative trends and improve customer retention strategies.
Calabrio software provides a flexible, drag-and-drop interface that allows teams to visualize key performance metrics without coding expertise. Users can create tailored reports that align with specific business goals and share them securely across departments. This platform facilitates data-driven collaboration by consolidating disparate data sources into a single, cohesive view.
The platform tracks agent application usage and workflows to identify operational bottlenecks and process inefficiencies. Users can monitor activity outside the contact center platform to ensure compliance and optimize resource utilization. This feature helps organizations streamline processes and trigger automated workflows based on specific desktop events or behaviors.
This feature uses generative AI to automatically create concise, unbiased summaries of every customer interaction. Users can replace time-consuming manual after-call work with instant, accurate documentation that highlights key themes. Calabrio software ensures consistency in records, allowing agents to focus more on customer engagement and less on administrative tasks.
