CCalabrio
Available through IT Raven
- Contact Center and CX
Calabrio is a workforce engagement software company whose Calabrio ONE suite records, scores, schedules and analyzes contact center work. It handles the operations side of a contact center rather than the routing of calls: how many agents are needed and when, how well each conversation went, who needs coaching, and what customers are actually saying. The suite has named modules for interaction recording, quality management, workforce management, analytics, performance management and bot analytics, with reporting across all of them. It runs as a multitenant cloud service; quality management can also run on your premises or as a hybrid. It connects to the contact center platform you already run through certified connectors, with APIs and a developer kit for anything custom. For a buyer, Calabrio is the layer that turns staffing and conversations into schedules, quality scores and business intelligence.
Best for
- Contact centers that plan staffing in spreadsheets or an ill-fitting tool and want forecasting and scheduling built for the job, with agents trading shifts and booking time off themselves.
- Operations that want every recorded interaction scored against a form, with recording that pauses itself during card payments and health information.
- Global or multilingual operations that need one scheduling system across many sites, nationalities and languages.
- Teams already running chatbots or virtual agents that need to see the whole bot-to-human conversation and where the bot breaks down.
- Regulated contact centers that need recording and monitoring aligned to PCI and HIPAA rules.
A small support team with predictable, low volume may not need dedicated workforce engagement management. Calabrio fits once staffing, quality and analytics become real work.
What they offer
Workforce Engagement Management. Workforce Management forecasts contact volume and builds multi-skill, multichannel schedules, with a MyTime portal and app where agents self-schedule, trade shifts, plan vacation and see their adherence in real time, and a payroll integration behind it. Quality Management automates evaluation of recorded interactions against pre-built or custom scoring forms, with rule-based contact selection, screen capture, full call recording, and manual or automatic pause and resume for compliance. Interaction Recording captures calls, email, text and social messages, stored centrally and encrypted end to end. Analytics unifies speech, desktop and text analytics with a phonetics-based speech-to-text engine, automated interaction summaries, sentiment analysis and a predicted NPS score. Performance Management joins coaching and performance insight into one view for agents and leaders, with development tools and gamification.
CX and Conversational AI. Bot Analytics measures chatbots and voice bots from the first message through the handoff to a live agent, grouping conversations into themes with an AI topic model and tracing a performance drop to its cause.
Calabrio works alongside a Contact Center platform rather than replacing it. A Premium Customer Care program comes bundled with the cloud subscription, with a periodic business performance report, access to senior technical experts up to 80 hours a year, and 24/7 monitoring of your tenant; a Plus tier, sold separately, has Calabrio's own team analyze your data and carry out the optimizations it recommends. Break-fix support runs around the clock, an implementation team is assigned for rollout, and its learning library holds more than 225 videos.
Contact Center and CX
CX and Conversational AI
Contact Center and CX
Workforce Engagement Management
Proof
Customer stories Calabrio has published, told here without the customer's name.
A global travel-booking company whose contact center staff span 80 nationalities and 40 languages. It replaced four days of manual spreadsheet scheduling with Calabrio Workforce Management, which now schedules more than 800 staff through seasonal swings and lets advisors view schedules, request time off and adjust shifts themselves.
A remote engine-monitoring service for mining operations. It integrated Calabrio Workforce Management with its Cisco phone system across 450 agents and built site-specific forecasting models that account for engine type, age and location; the case study reports response time improved by nine minutes.
A city's 3-1-1 citizen line serving callers in up to 175 languages. Workforce management scheduling let the center absorb a multi-year jump in call volume and headcount while training staff as generalists, with turnover at zero across a 16-month stretch.
A mental health crisis helpline that launched early under pandemic demand. A custom analytics deployment, tested against more than 1,000 calls, produced short call summaries and transcripts within minutes, cutting administrative time and the induction time lost to turnover.
Two further stories cover bot analytics at a large telecom and at an online home and auto insurer. Calabrio also states more than 90 percent post-case customer satisfaction for its Premium Customer Care support. These figures are Calabrio's own.
Good to know
- Calabrio is the workforce and analytics layer. Confirm it integrates with the platform and channels you run, since scheduling and analytics depend on that data feed.
- The base Premium Customer Care tier is part of the cloud subscription; the Plus tier is a separate subscription. Ask which one a proposal includes.
- Several brochures are filed under a 2025 name while their own copyright lines read 2022, and none of the documents state Calabrio's headquarters, founding year or headcount. Ask for current corporate facts.
- Product names here are the company's own material.
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How buying works
The store is the easy part. Staying on the account is the job.
Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.
- 01
Build your quote list
Add services and companies as you shop. No form stands between you and the shelf.
- 02
We bring back real options
A person shops the bench against your addresses, then walks you through what fits and what does not.
- 03
We handle the order and install
Paperwork, site survey, install dates, cutover night. You get one thread, not five vendors.
- 04
We stay on your account
Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.