Calabrio Launches Its Workforce Intelligence Solution at C3

Calabrio has introduced its Workforce Intelligence solution at its annual Calabrio Customer Connect event.

The cloud-native platform uses AI to extend traditional workforce management, aiming to help contact centres adapt more quickly to changing demands.

Watch the video below to hear what was discussed when Xander Freeman spoke to Dave Rhodes, CEO at Calabrio:

Dave Rhodes, CEO, Calabrio, said, “Calabrio Workforce Intelligence delivers the environment that agents deserve by improving accuracy, reducing manual effort and creating faster time-to-value.

We empower agents with real-time intelligence and insights to be more effective in their job while emphasizing the human touch in customer interactions.”

Designed to improve forecasting, scheduling, intraday management and coaching, the system applies continuous learning to anticipate and respond in real time.

It is intended to address key challenges such as rising customer expectations, omnichannel support, talent retention and workforce volatility.

Features include improved forecasting accuracy, automated decision-making to reduce errors, and simplified tools to speed up learning and adoption.

“We pioneered self-scheduling, multiskill forecasting, and cloud-native WFM – now we’re leading again,” said Joel Martins, CTO of Calabrio.

“Calabrio Workforce Intelligence is not AI bolted on. It is AI at the core. We’re creating the environment agents deserve, while giving leaders the agility, cost savings, and real-time visibility they need to outpace change and deliver transformational business outcomes.”

The first release also embeds Calabrio’s generative AI assistant, Agent Assist, which enables agents to manage schedules through natural language requests, such as checking shifts or requesting time off.

For more information about Calabrio - visit the Calabrio Website

About Calabrio

The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering contact centres as a brand guardian. Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite.

Find out more about Calabrio

Author: Hannah Swankie
Reviewed by: Jo Robinson