Calabrio ONE | Calabrio

Calabrio ONE
Does Workforce Performance Best

Empower your people to deliver the seamless, hyper-personalized experiences that drive brand loyalty and business revenue. Calabrio ONE is your true-cloud workforce performance suite, providing AI-fueled insights and automated workflows that make your contact center work smarter, faster, and better.

Calabrio ONE Does Workforce Performance Best

Empower your people to deliver the seamless, hyper-personalized experiences that drive brand loyalty and business revenue. Calabrio ONE is your true-cloud workforce performance suite, providing AI-fueled insights and automated workflows that make your contact center work smarter, faster, and better.

Turn Your Challenges into Competitive Advantages

Contact centers face growing demands from every angle. Customers want more empathetic, personalized experiences across many channels—and will leave your brand after only two negative interactions.* Businesses are counting on the contact center to deliver. And everyone from marketing to supply chain is hungry for customer-centric business intelligence. Calabrio ONE gives you an integrated solution to turn challenges into competitive advantages—and deliver powerful value to your business.

Turn Your Challenges into Competitive Advantages

Contact centers face growing demands from every angle. Customers want more empathetic, personalized experiences across many channels—and will leave your brand after only two negative interactions.* Businesses are counting on the contact center to deliver. And everyone from marketing to supply chain is hungry for customer-centric business intelligence. Calabrio ONE gives you an integrated solution to turn challenges into competitive advantages—and deliver powerful value to your business.

The data that Calabrio ONE provides lets us read between the lines. If we don’t have the data, we can’t understand how to improve our productivity and efficiency, which helps us save money. We also can’t analyze how to make a better work environment for our agents.”

 

The data that Calabrio ONE provides lets us read between the lines. If we don’t have the data, we can’t understand how to improve our productivity and efficiency, which helps us save money. We also can’t analyze how to make a better work environment for our agents.”

 

With Calabrio ONE, you will:

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Engage Employees

Use data to drive starter 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.

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Enrich customer experiences

Elevate performance to build lasting loyalty. Understand the full customer experience-then improve it. Get 360° visibility across channels. Use analytics-powered WFM to elevate service and outperform KPIs. Use predictive evaluations to fuel constructive agent conversations. Embrace your role as an essential brand guardian.

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Activate insights

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.

Best-in-Class Tools. One Integrated Suite.

Calabrio ONE is a workforce performance suite with workforce optimization (WFO) at the core, maximized with enterprise-grade agent engagement and AI-fueled analytics tools. We embedded Data Explorer across the suite so you can shatter silos and reveal a full view of the employee and customer experience from a single interface.

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Hear the full voice of the customer. Capture every call, email, chat, text, and tweet. Then transform that raw data into actionable customer intelligence with the fully integrated analytics tools. Securely store all that customer intelligence in the cloud—and quickly find interactions to coach agents, prove adherence, or settle disputes.

snapshot of call recording with Calabrio ONE
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Grab every opportunity to improve performance. Score every interaction with predictive analytics. Unravel nuance with speech-to-text and sentiment analytics. Give managers and agents near real-time visibility into performance—then inspire self-improvement with built-in gamification and personalized coaching. Make sure you make the most of every customer interaction.

snapshot of Calabrio ONE's quality management system
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Get the AI-powered WFM tools you need 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 put intelligent automation to work to streamline workflows and eliminate burdens.

Calabrio ONE's workforce management system
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Calabrio ONE gives everyone the brilliance of a PhD in data science—without all the study hours. Use embedded analytics tools across the entire suite and pre-built workflows that deliver actionable insights where they’re most relevant: in agent dashboards and WFM planning. Easily build custom analytics 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.

Snapshot of Calabrio ONE's analytics
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Accelerate customer-centric reporting and move from insight to action, faster. Connect any data from any source and create a single source of truth. Build and automate custom reports with AI-powered tools. Then share that intelligence across the business through intuitive visualizations. Enable your brand to drive customer-centricity—from sales and marketing to product development and service delivery.

Snapshot of Calabrio ONE's data management

INTERACTIVE RECORDING

Hear the full voice of the customer. Capture every call, email, chat, text, and tweet. Then transform that raw data into actionable customer intelligence with the fully integrated 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

Grab every opportunity to improve performance. Score every interaction with predictive analytics. Unravel nuance with speech-to-text and sentiment analytics. Give managers and agents near real-time visibility into performance—then inspire self-improvement with built-in gamification and personalized coaching. Make sure you make the most of every customer interaction.

WORKFORCE MANAGEMENT

Get the AI-powered WFM tools you need 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 put intelligent automation to work to streamline workflows and eliminate burdens.

ANALYTICS

Calabrio ONE gives everyone the brilliance of a PhD in data science—without all the study hours. Use embedded analytics tools across the entire suite and pre-built workflows that deliver actionable insights where they’re most relevant: in agent dashboards and WFM planning. Easily build custom analytics 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.

DATA MANAGEMENT

Accelerate customer-centric reporting and move from insight to action, faster. Connect any data from any source and create a single source of truth. Build and automate custom reports with AI-powered tools. Then share that intelligence across the business through intuitive visualizations. Enable your brand to drive customer-centricity—from sales and marketing to product development and service delivery.

A True-Cloud Platform: Amplify Agility. Accelerate Time to Value

We built Calabrio ONE for the cloud from the ground up—to give you maximum speed and agility. Roll out quickly, update instantly, and seamlessly scale with your needs. Leverage near-limitless storage and computing power to harness the full potential of AI and machine learning. Know that your data is secure and your business is protected. Make your contact center the foundation of digital business transformation with new functionality—every week.

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Gartner logo

Delta Dental Logo

Invest in Your Agents for Better Customer Experience

To boost customer satisfaction and loyalty, you must know how your agents feel—especially when retention and recruitment are down. Learn how to use your existing data to uncover agent skill or behavior gaps that affect CX.

Market Guide for Contact
Center WEM

Gartner explores emerging trends in customer support and service and compares existing workforce engagement management solutions, including Calabrio ONE. For each WEM feature evaluated by Gartner, Calabrio ONE checks the box. 

Calabrio ONE Helps Delta Dental Boost FCR Rates by 20%

Delta Dental of Minnesota harnessed the full power of the Calabrio ONE suite to elevate FCR rates while shrinking customer/agent effort by 40%. Using advanced analytics, Delta Dental continues improving its 98% customer satisfaction rate.

A True-Cloud Platform: Amplify Agility. Accelerate Time to Value

We built Calabrio ONE for the cloud from the ground up—to give you maximum speed and agility. Roll out quickly, update instantly, and seamlessly scale with your needs. Leverage near-limitless storage and computing power to harness the full potential of AI and machine learning. Know that your data is secure and your business is protected. Make your contact center the foundation of digital business transformation with new functionality—every week.

Image of man working at computer

Invest in Your Agents for Better Customer Experience

To boost customer satisfaction and loyalty, you must know how your agents feel—especially when retention and recruitment are down. Learn how to use your existing data to uncover agent skill or behavior gaps that affect CX.

Gartner logo

Market Guide for Contact
Center WEM

Gartner explores emerging trends in customer support and service and compares existing workforce engagement management solutions, including Calabrio ONE. For each WEM feature evaluated by Gartner, Calabrio ONE checks the box. 

Delta Dental Logo

Calabrio ONE Helps Delta Dental Boost FCR Rates by 20%

Delta Dental of Minnesota harnessed the full power of the Calabrio ONE suite to elevate FCR rates while shrinking customer/agent effort by 40%. Using advanced analytics, Delta Dental continues improving its 98% customer satisfaction rate.

Calabrio ONE Is Your Experience Engine

Enable and enrich the experiences that rocket your brand to success.

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