Calabrio ONE is a comprehensive workforce optimization suite designed for contact centers. It includes tools for interaction recording, quality management, workforce management, and analytics.

Key Features

Interaction Recording Capture every call, email, chat, text, and message.

• Securely store all data in the cloud.
• Transform raw data into actionable customer intelligence.

Quality Management Modernize your quality assurance program.

• Score every customer interaction with automation.
• Use speech-to-text analytics and sentiment analysis.

Workforce Management Balance customer demand, employee satisfaction, and operational excellence.

• Forecast volume and schedule the right agents.
• Provide self-scheduling options for agents.

AI-Powered Analytics Embedded AI-powered analytics across the suite.

• Build custom reports for a complete view of the customer journey.
• Use predictive sentiment and interaction scoring.

Benefits

Improved Customer Experience Enhance customer interactions and satisfaction.

• Capture and analyze 100% of interactions.
• Use AI-driven insights for better service.

Operational Efficiency Streamline workflows and improve productivity.

• Intelligent automation to eliminate burdens.
• Optimize staffing with real-time adherence tools.