Calabrio Launches Record AI Features for Contact Centers

In just six months, Calabrio has added over 70 new artificial intelligence (AI) features to its Calabrio ONE suite, focusing on workforce performance management (WEM). The company, headquartered in Minneapolis, highlighted in its 2023 annual report "2025 Customer Center State" that AI and automation will significantly enhance agent welfare, optimize work culture, and improve client behavior analysis over the coming years. The latest enhancements to Calabrio ONE aim to streamline daily workflows, offer deeper data insights, and increase agent flexibility, all contributing to more efficient call center operations. Calabrio's CEO, Dave Rhodes, emphasized that AI is not just a technological trend but a transformative force reshaping the industry. "We carefully invest in AI functionality not for its own sake, but to empower the agents who ultimately benefit from these advancements," he stated. One standout feature is Auto QM, an AI-driven quality management module that simplifies and automates the traditionally tedious process of monitoring and evaluating call center interactions. Rhodes likened the impact of Auto QM to the shift from handwritten letters to email, suggesting it will redefine quality management standards. Calabrio's product marketing VP, Magnus Geverts, highlighted the user-centric design of these new features. Collaboration with leading call centers during the development phase provided crucial insights, ensuring the tools balance efficiency with agent well-being and customer satisfaction. The new functionalities include: Automated Ticket Handling: Reduces manual input, speeding up task resolution. Data Insight Capabilities: Leverages machine learning to analyze large datasets, aiding strategic decision-making. Flexible Shift Scheduling: Enables agents to manage their schedules more dynamically, reducing scheduling conflicts. Real-Time Monitoring and Feedback: Provides instant performance metrics, allowing managers to make timely adjustments. Personalized Customer Service: Customizes service experiences based on historical interaction data, enhancing customer loyalty. These AI-driven features are now officially available to Calabrio ONE users. To support the transition, Calabrio offers a range of resources to help clients maximize the benefits of these innovations. Calabrio ONE's advanced capabilities extend beyond these new features: Automated Quality Management (Auto QM): Quickly assesses vast amounts of customer interaction data, identifying key quality issues and improvement opportunities without the need for manual analysis. Personalized Coaching: Tailors coaching advice to individual agent performance, accelerating skill development. Intelligent Scheduling and Forecasting: Predicts call volumes using AI, automatically adjusting agent schedules to optimize resource allocation. Agent Experience Optimization: Minimizes repetitive tasks, giving agents more control and satisfaction in their roles. Deep Customer Behavior Analysis: Generates detailed reports on customer behavior, helping companies better understand and meet customer needs. Industry experts see Calabrio's latest updates as a significant move forward in the AI landscape. They believe the company is setting a new standard in call center performance management by focusing on both employee experience and client interaction quality. These innovations mark a transition from traditional WEM tools to a more comprehensive work performance platform, positioning Calabrio as a leader in industry disruption. Calabrio is a trusted brand partner, known for its cloud-native, fully integrated Calabrio ONE software solution designed to optimize call center operations. The suite combines essential functions like workforce optimization (WFO), enhanced agent engagement, and business intelligence, making it highly adaptable to various business requirements. As more companies recognize the value of technology in boosting customer satisfaction and operational efficiency, Calabrio's advancements provide a substantial competitive edge in an increasingly crowded market. Calabrio's commitment to AI is evident, and it continues to lead in digital transformation within contact centers. By prioritizing user needs and integrating cutting-edge AI technologies, the company is shaping the future of the industry. Its role as a provider of customer interaction solutions is strengthening, and it is becoming an indispensable ally for brands seeking to stay ahead in the rapidly evolving tech landscape. These updates not only demonstrate Calabrio's prowess in AI but also underscore its dedication to improving both agent and customer experiences. Industry insiders predict that the combination of these features will drive higher productivity, better service quality, and increased job satisfaction among call center agents. Calabrio's approach to AI integration is seen as a model for other companies, showcasing how technology can be leveraged to create a more agile and effective workforce. As a leader in the field, Calabrio's recent advancements are likely to influence the broader industry, setting benchmarks for what is possible with AI in workforce management. This focus on comprehensive, user-friendly solutions is expected to solidify Calabrio's position at the forefront of contact center innovation.