AI TOOL PROFILE
Calabrio Workforce Engagement Management Software
- Customer Support
- Contact Center
- Contact center directors
- Workforce management specialists
- CX professionals
- Customer support teams
- BPO providers
Pricing
Pricing was not clearly available from the provided evidence. Buyers should confirm current pricing on the vendor website.
At a glance
- Best for
- Contact center directors, Workforce management specialists, CX professionals, Customer support teams, BPO providers
- Key use cases
- Remote Team Coordination, Automated Quality Assurance, Staffing Optimization, Bot Performance Tuning
- Integrations
- Google Dialogflow, Kore.ai, Microsoft PowerVA, Salesforce Einstein, Amazon Lex
- Official website
- Visit calabrio call recording official website
How AI is used
Calabrio is a unified workforce engagement management (WEM) suite designed for contact centers. It integrates tools for workforce management, quality management, and conversation intelligence into a single cloud-based platform.
The software is designed for a range of users, including contact center managers, WFM specialists, CX professionals, and analysts. It supports various business sizes, including small, medium, and enterprise-level organizations across industries such as finance, healthcare, and retail.
Practically, the tool helps businesses forecast staffing needs, automate the scoring of customer interactions, and analyze sentiment across voice and digital channels. It includes a dedicated agent portal and mobile app to support self-scheduling and performance tracking.
Buyers should confirm if specific AI features, such as automated quality management or bot analytics, align with their current technical requirements and if the enterprise pricing model fits their budget.
Key Features
Workforce Management
Supports forecasting, scheduling, and real-time adherence monitoring to match staffing levels with customer demand.
Auto QM
Uses AI to automatically score customer interactions based on configurable scorecards and criteria.
Conversation Intelligence
Includes GenAI-powered sentiment analysis and interaction summaries to identify customer emotions and key conversation drivers.
Agent Assist
An AI-powered assistant that supports agent autonomy through self-scheduling, time-off requests, and query answering.
Bot Analytics
Tracks chatbot and voicebot performance using metrics such as containment rates and bot experience scores.
Interaction Recording
Captures voice, email, chat, and social media interactions to provide a view of the customer experience.
Use Cases
Remote Team Coordination
Managing a distributed workforce through cloud-based scheduling and real-time activity monitoring.
Automated Quality Assurance
Using AI to evaluate customer interactions for quality and compliance to reduce manual random sampling.
Staffing Optimization
Using historical data and forecasting tools to help reduce overstaffing or understaffing during peak periods.
Bot Performance Tuning
Identifying bot configuration issues and intent gaps to support self-service resolution rates.
Integrations
- Google Dialogflow
- Kore.ai
- Microsoft PowerVA
- Salesforce Einstein
- Amazon Lex
- IBM Watson
FAQ
What does Calabrio do for contact centers?
- Calabrio provides a unified platform for workforce engagement management, including forecasting, scheduling, interaction recording, and AI-powered quality management.
How does the Auto QM feature work?
- Auto QM uses AI to evaluate customer interactions against business-specific criteria, which may reduce the need for manual random sampling.
Is Calabrio suitable for government organizations?
- Yes, Calabrio offers GovSuite, which is a FedRAMP-authorized contact center solution designed for public sector and federal organizations.
How is Calabrio priced?
- Calabrio does not publish standard pricing online; interested buyers should contact the company for a custom quote.
Source category: Customer Support
Source subcategory: Contact Center
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