- Agent/Employee Engagement Teams: Those looking to improve agent experience, retention, scheduling flexibility, self-service and performance transparency.
- Enterprises with Omnichannel Customer Service: Organisations that handle voice, chat, social, email and want unified analytics and insight across all interactions.
- Technology/Automation Teams: IT or tech-ops professionals integrating contact-centre systems, analytics, and dashboards with existing telephony, CRM and WFM platforms.
How to Use It?
- Initial Assessment & Onboarding: Evaluate your contact-centre workflows, agent volumes, interaction channels and objectives, and onboard the Calabrio platform accordingly.
- Configure Forecasting & Scheduling: Use the workforce-management module to set up forecasting based on historical data, schedule agents, manage intraday changes, and enable self-service scheduling for agents.
- Deploy Interaction Analytics: Collect and analyze voice, chat and other interaction data using the conversation-intelligence module—extract sentiment, identify trends, pinpoint coaching opportunities.
- Implement Quality & Performance Management: Set up quality monitoring workflows, dashboards for agent performance, combine WFM data and quality data to get unified views.
- Agent Engagement & Self-Service Tools: Provide portals for agents to view schedules, trade shifts, request changes, track performance and engage with feedback/coaching.
- Monitor, Iterate & Scale: Use the dashboard insights to identify bottlenecks or inefficiencies, refine scheduling, training and operations, expand support across channels and geographies.
- Unified Platform for Workforce + Conversation Intelligence: Instead of isolated tools, Calabrio bundles workforce management, scheduling, quality monitoring and interaction analytics into a single suite, giving a comprehensive view of both agent and customer experience.
- Built-For-Service Environments Focus: The tool is tailored for contact-centres and high-volume service operations, with special features for forecasting, intraday management, agent self-service, and performance optimisation.
- Agent-Centric and Engagement-Focused: Beyond simply scheduling and monitoring, there’s emphasis on agent experience — self-service tools, engagement dashboards, empowerment and retention, not just enforcement.
- Analytics and AI Built Into Core: The platform uses analytics and AI not as add-ons but core components (e.g., sentiment analysis, trending topics, auto quality monitoring) to turn interaction data into actionable insights.
- Strong integration of workforce management and conversational analytics.
- Focus on both employee engagement and customer outcomes.
- Agent self-service and modern scheduling features help improve retention.
- Analytics-driven insights enable more proactive operations rather than reactive.
- Designed for large-scale service operations with multiple channels and metrics.
- Might be more feature-heavy and complex than what smaller or simpler contact operations require.
- Implementation may require significant setup—historical data, integration with telephony/CRM, change management.
- Because it covers many modules, the user learning curve and adoption effort may be non-trivial.
- Cost may be significant for smaller organisations or those with limited staffing/interaction volumes.
Custom
Custom Pricing.
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Reviews
Rating Distribution
Average score
Popular Mention
FAQs
Yes, it handles interactions across voice, chat, email and other channels and brings them into unified analytics and workforce tools.
Yes, the platform includes self-service scheduling tools allowing agents to view, request changes, trade shifts and manage availability.
Yes — the platform provides interaction analytics including sentiment, trending topics, agent behaviour analysis, quality scoring and more.
Yes — one of the value propositions is connecting workforce, quality and performance data into unified dashboards and workflows.
While possible, it is best suited for contact centres with more complex needs (multiple channels, large volumes, scheduling/staffing optimisation).
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Editorial Note
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