Calabrio provides a unified Workforce Engagement Management (WEM) platform that integrates Workforce Management (WFM), Quality Management (QM), and Interaction Analytics. The cloud-based solution uses AI to optimize agent scheduling, automate quality evaluations, and analyze customer interactions, improving contact center efficiency and agent engagement.
Funding
$11.2M raised to dateRaised to date based on public sources. This may differ from the amount the company actually raised and is based only on what is publicly available on the internet.
Founders
Product
Problem
Contact centers face challenges in optimizing workforce scheduling and agent engagement, leading to potential inefficiencies and decreased agent satisfaction. The complexity of managing diverse agent needs, fluctuating contact volumes, and ensuring adherence to service level agreements (SLAs) can be overwhelming.
Solution
Calabrio provides a unified, cloud-based Workforce Engagement Management (WEM) platform designed to address these challenges. The Calabrio ONE suite integrates Workforce Management (WFM), Quality Management (QM), and Interaction Analytics to offer a holistic view of contact center operations. By leveraging AI and automation, the platform aims to enhance agent engagement, streamline scheduling, and provide actionable insights from customer interactions. This empowers contact centers to improve operational efficiency, boost agent productivity, and elevate the overall customer experience.
Target Audience
Calabrio serves contact centers of all sizes, including enterprise clients, mid-market businesses, BPOs, and government organizations across various industries such as finance, healthcare, retail, and utilities.
Features
- **Calabrio ONE Platform:** A unified, cloud-based suite integrating WFM, QM, and Interaction Analytics.
- **Workforce Management (WFM):** Features AI-powered forecasting and scheduling, real-time adherence monitoring, and agent self-scheduling capabilities.
- **Quality Management (QM):** Enables automated evaluation of 100% of interactions, providing consistent scoring and targeted coaching insights.
- **Interaction Analytics:** Utilizes AI and machine learning to analyze voice, text, and chat interactions, uncovering customer sentiment and identifying key trends.
- **Bot Analytics:** Offers insights into chatbot and voicebot performance to optimize conversational AI and improve customer self-service.
- **Call Recording:** Captures all customer interactions across voice and digital channels, with secure and compliant storage.
- **Performance Management:** Provides a unified view of agent performance, integrating coaching, goals, and feedback within a single portal.
- **Intraday Automation:** Automates intraday schedule management based on custom rules and thresholds to maintain service levels.
- **Agent Mobile App:** Facilitates agent self-service for schedule management, shift trading, and time-off requests.
- **AI-Driven Insights:** Leverages generative AI for sentiment analysis and interaction summaries to enhance coaching and reduce after-call work.