Calabrio – Calabrio ONE Workforce Optimization Suite

About Calabrio

Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) and employee engagement suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

About Calabrio ONE Workforce Optimization Suite

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.

  • Multi-channel - Omni Channel
    • Unified contact channels
    • Unified blending
    • Unified Administration
    • Unified Routing
    • Unified Reporting
    • Unified Comminications
  • Analtyics
    • Desktop Analytics
    • Big Data Analytics
    • Data Driven Design
  • Voice of the Customer
    • Voice of the employee
    • Customer Journey mapping
    • Enterprise feedback management
    • Social Media Monitoring
    • CSAT/NPS Measurement
  • Workforce Management
    • Workforce Scheduler
    • Intraday management
    • Reforecast based on intraday management
    • Automated Workflows
    • Support Languages
    • Multi Site Virtual Contact Center
    • Centralized Administration for Multi Site
    • Access by Individual User
    • The Solution Maintains an Audit Trail
    • Multi Channel Forecasting
    • Allow for Outbound Forecasting
    • Account for Holidays, Seasonality
    • Number of Weeks solution can be scheduled ahead of time
    • Support Split shifts
    • Support Agent Preferences/bidding
    • Allow manual manipulation and editing
    • Strategic what - if scheduling
    • Long-term forecasting and planning
    • Unlimited months forecasted
    • Long-term budget planning
    • Track and Support historical agent adherence
    • Track and Support real-time agent adherence
  • Performance Management
    • Provide Performance Management Scorecard
    • Implement targets to groups/functions
    • Compare employee performance against peers
    • Link Objectives to targets/rewards
    • Help identify strengths and weaknesses
    • Track individuals training requirement
    • Link specific areas of skill development
    • Reward and incentive solution
    • Gamification
  • Training and Coaching
    • agent coaching
  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Web interface
    • Schedule for call recording
    • Playback for any LAN/WAN workstation
    • Speech Analytics
    • Analytics based on keywords or phrases
    • Screen Playback synchronized with audio
    • Instantaneous call retrieval
    • Flexible rules editor
    • VoiP recording
    • Voice and screen saved in standard file formats
    • Calls automatically routed to evaluators
    • Search for call on Ad hoc basis
    • Efficiency in filling out forms
    • Integrated Reporting
    • Multi-site Recording
    • Screen Recording
    • Virtual Contact Center Recording
    • Open Source Recording
    • Compliance monitoring
  • Number of Agents
    • 1 - 50 Agents
    • 51 - 150 Agents
    • 151 - 250 Agents
    • 251 - 500 Agents
    • 501 - 1000 Agents
    • Over 1000 Agents
  • Integration
    • Systems Integration
    • CRM Integration
    • Salesforce Integration
    • Microsoft Integration
    • SugarCRM Integration
    • Front and Back Office Integration
    • Other Consulting Services
    • Data Recovery Services

Directory Categories

  • Call Center Workforce Management
  • Cloud Contact Center Solutions
  • Contact Center Gamification
  • Contact Center Monitoring, Recording and QA
  • CIM and Customer Care Resources
  • Employment Assessment, Training, Testing
  • Mobile Contact Center
  • Multichannel - OmniChannel Call Center Software
  • Performance Management
  • Predictive Analytics - Speech Predictive Analytics Software
  • Customer Experience Feedback and Analysis
  • Workforce Optimization