Calabrio ONE
Deliver seamless, hyper-personalized experiences with a complete WEM solution that puts WFO software at its core.
Empower agents to serve as brand guardians with the world’s best WFM tools.
Elevate experiences and drive brand loyalty with AI-powered analytics and QM.
Capture and analyze 100% of interactions to harness the true voice of your customer.
True-cloud, enterprise-grade WFO suite scales with and adapts to business needs.
Your True-Cloud
Best-in-Class Tools
One Integrated WFO Suite
Explore WFO tools that empower agents, elevate experiences across all your channels, and help you achieve business goals with the agility your contact center needs. Calabrio ONE empower your team to unlock the tremendous value of your contact center—and use it to transform your entire business.
Interaction Recording
Hear the full voice of the customer. Capture every call, email, chat, text, and message. Then transform that raw data into actionable customer intelligence with the fully integrated, AI-powered analytics tools. Securely store all that customer intelligence in the cloud—and quickly find interactions to coach agents, prove adherence, or settle disputes.
Quality Management
Seize every opportunity to improve performance. Score every interaction with predictive analytics. Unravel nuance with speech-to-text analytics and sentiment analysis. Give managers and agents near real-time visibility into performance—then inspire self-improvement with built-in gamification and personalized coaching.
Workforce Management
Get the 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.
AI-Powered Analytics
Use embedded AI-powered analytics across the entire suite. Easily build custom reports that offer a complete view of the customer journey. Put your contact center—and business—one step ahead of the market with AI-driven insights for predictive sentiment, interaction scoring, and phrase hits.
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 intelligence across the business through intuitive visualizations. Drive customer-centricity—from sales and marketing to product development and service delivery.
Benefits
Turn Your Challenges into Competitive Advantages
Contact centers face rapidly growing demand and increased complexity. Customers want empathetic, personalized, and efficient experiences across many channels—and businesses are counting on the contact center to deliver.
Calabrio ONE gives you an integrated WFO solution to turn challenges into competitive advantages—and deliver powerful value to your business.
Engage Employees
Empower & retain great agents. Inspire your agents to deliver outstanding customer experiences with a dynamic workforce performance solution. Self-scheduling flexibility. Integrated gamification. Data-driven coaching. Give agents the feedback they crave and the tools to be their best.
Activate Insights
Use data to drive smarter strategies. Use the voice of the customer to understand where your contact center—and your business—needs to go tomorrow. Anticipate and forecast customer demands. See your best opportunities for improvement. Turn the contact center into a hub of pure customer insights.
Accelerate Time to Value
Calabrio ONE is the only workforce engagement management (WEM) solution with AI-powered analytics and BI built into its core. Every member of your team—no matter their data expertise or experience—can easily uncover actionable insights and solve critical business challenges.
Why Calabrio One?
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%
Return on investment
20%
Increase in Handle Time
40%
Decrease in Agent & Customer Effort
91%
Customer Satisfaction
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