CRMX Preferred Vendor
Calabrio ONE Workforce Optimization Suite
Calabrio Workforce Management
Calabrio Quality Management
Build a Modern Contact Center. Transform Your Entire Business.
Call Recording | Quality Management | Workforce Management | Analytics | BI Reporting
Calabrio ONE gives you a complete and fully integrated Workforce Optimization suite that empowers you to solve critical contact center challenges, drive immediate and measurable performance improvements in your multi-channel contact center, and harness the voice of the customer to deliver clear insights that support business objectives across your organization.
Calabrio ONE creates a new paradigm for integration in the modern contact center. Gone is the burden of managing separate systems for call recording, quality management, workforce management, analytics and reporting. Calabrio ONE seamlessly combines a fully integrated WFO suite, a comprehensive data integration and reporting platform, and powerful voice-of-the-customer analytics tools.
Integrated call recording and quality management allow you to automatically capture and evaluate 100 percent of your customer interactions.
Calabrio ONE’s user-friendly analytics tool allows you to easily go deeper. Search for key phrases like, “speak to supervisor.” Browse search results and drill down to review a single call. Calabrio ONE lets you review the audio call recording, while viewing the screen capture alongside the quality evaluation, full speech-to-text transcription, and the customer’s post-call survey—all in a single view.
Innovative organizations in a wide range of industries are leveraging Calabrio ONE’s sophisticated analytics engines and intuitive outputs to bring the voice of the customer to life—gaining predictive and prescriptive insights that deliver value to sales, marketing, IT, product development and business development teams.
Calabrio ONE’s workforce management solution drives smart forecasting and scheduling. Agents gain valuable flexibility to manage their work/life balance with Calabrio ONE’s unique scheduling tools. Dynamic Availability lets agents indicate availability, Dynamic Scheduling allows them to easily choose open shifts, and Intraday Dynamic Scheduling allows agents to respond to voluntary time off and overtime offers as they become available. Agents can manage all of this through a simple, mobile-friendly interface—anytime, anywhere, on any device.