Workforce Management | Calabrio

Power Up Your People with
Calabrio Workforce Management

Unlock the full potential of your greatest asset: your people. AI-powered forecasting and automated scheduling connect skilled agents with customers at the right time. Intuitive self-scheduling gives agents greater freedom and flexibility. Calabrio WFM is modern workforce management software realized.

The New World of Work Needs Calabrio WFM

The “new normal” is anything but business as usual for contact centers. Unprecedented labor challenges, the growing pains of remote/hybrid work models, and C-suite pressure to drive efficiencies through automation are all top of mind. Plus, customers expect more all around: more channels, more personalization, more empathy, and faster resolutions. Calabrio delivers analytics- and AI-powered contact center workforce management tools that help you maximize the potential of your people and rise to the challenges of this evolved world of work.

With Calabrio Workforce Management, you will:

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improve forecasting and & scheduling

Create smarter schedules-faster. Build precise forecasts that put skilled agents when and where they're needed. Predictive forecasting and automated scheduling handles complex, multiskill scheduling optimization in minutes-not days.

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Accelerate admin workflows

Free up manager time with automation. Use intelligent automation to offload admin tasks. Simplify approval workflows using advanced, rules-based logic. Give your managers more time to focus on agent coaching and engagement.

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Build effective staffing models

Anticipate and adapt to call volume in real time. Automatically harness historical data so you're prepared for spikes and lulls. Respond to dynamic surges or ebbs with intraday scheduling tools to maintain optimal service levels and prevent overstaffing.

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Engage & retain agents

Empower agents with self-service scheduling simplicity. Enable agents to take control of their work-life balance through a convenient mobile app that lets them build schedules, move lunches and breaks, trade shifts, and make time-off requests.

Calabrio WFM gives us the powerful forecasting we need to ensure we always have enough agents on hand to review and process the critical alerts sent from the truck engines working at mining sites around the world.”

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Calabrio WFM gives us the powerful forecasting we need to ensure we always have enough agents on hand to review and process the critical alerts sent from the truck engines working at mining sites around the world.”

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The Smart Tools You Need to Do Your Best Work

Every modern contact center is using analytics today. But Calabrio embeds advanced analytics capabilities within our best-in-class WFM solution, creating a smart toolset that sets your managers and agents up for success.

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Advanced analytics mines your historical data to accurately forecast call volume. Machine learning easily understands seasonality and anticipates acute spikes and lulls, giving you confidence in your scheduling.

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Build and manage agent schedules with integrated visibility of all channels. Use multiskill scheduling optimization to ensure the right agents are available when and where they’re needed to deliver consistent coverage and service quality.

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Intraday scheduling tools allow you to intuitively and instantly react to volume surges or ebbs. Use Grant, the AI-powered virtual assistant, to notify agents of time-off or overtime opportunities to quickly adjust staffing levels and avoid overtime.

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The Calabrio My Time app gives agents the freedom and control to manage their schedules—anytime, anywhere. Agents can build their own schedules, set their own lunches and breaks, and even trade shifts. Simple parameters ensure you always maintain staffing-level requirements.

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Calabrio WFM includes the built-in Data Explorer tool that makes it easy to build and automate custom reports that pull together WFM data with voice-of-customer, voice-of-employee, and other data from across the enterprise.

Predictive Forecasting

Advanced analytics mines your historical data to accurately forecast call volume. Machine learning easily understands seasonality and anticipates acute spikes and lulls, giving you confidence in your scheduling.

Omnichannel Scheduling

Build and manage agent schedules with integrated visibility of all channels. Use multiskill scheduling optimization to ensure the right agents are available when and where they’re needed to deliver consistent coverage and service quality.

Intraday Schedule Adjustments

Intraday scheduling tools allow you to intuitively and instantly react to volume surges or ebbs. Use Grant, the AI-powered virtual assistant, to notify agents of time-off or overtime opportunities to quickly adjust staffing levels and avoid overtime.

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, set their own lunches and breaks, and even trade shifts. Simple parameters ensure you always maintain staffing-level requirements.

Robust Reporting

Calabrio WFM includes the built-in Data Explorer tool that makes it easy to build and automate custom reports that pull together WFM data with voice-of-customer, voice-of-employee, and other data from across the enterprise.

Over 80% of Calabrio customers agree

Calabrio WFM has increased our ability to balance the needs of business and needs of agents” (TechValidate)

See how your facility can drive out costs and improve operations with Calabrio Workforce Management software.

Discover your company’s money & time savings with Calabrio’s instant calculator

Connect to a Powerful
Workforce Performance Suite

Calabrio WFM call center software is a core pillar of the Calabrio ONE workforce performance suite. Calabrio ONE delivers seamlessly integrated and complementary tools for interaction recording, quality management, analytics, and data management. Put simply, it amplifies the value of your WFM program.

Score Every Customer
Interaction

Harness your richest source of brand intelligence. Capture every interaction across every channel using advanced speech-to-text, phonetic analytics, and more. Then, leverage predictive analytics to score each interaction so you have an accurate and in-depth understanding of agent performance.

Engage, Coach, and Motivate Agents

Give agents the feedback they crave with personalized dashboards that deliver real-time performance transparency. Inspire self-improvement among your agents with built-in gamification. And use focused analytics insights to make agent coaching more personalized and impactful.

Harness Your Data and Simplify Reporting

Easily connect data streams from anywhere in the organization. Then create and automate reports and deliver intuitive data visualizations that everyone across functions will appreciate. Embedded analytics surface key trends and actionable insights, giving you your own built-in data science team.

Empower Your Team with Calabrio WFM

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