Articles from Calabrio

Calabrio, the workforce and conversation intelligence company, today announced its Workforce Intelligence solution at its annual Calabrio Customer Connect (C3) event, offering AI-powered workforce management (WFM) that humanizes the customer experience. This solution integrates artificial intelligence (AI) to drive optimization enabling a faster, adaptive, more agile workforce.

Calabrio, the workforce and conversation intelligence company, today announced the expansion of the CareAI healthcare project, which uses generative artificial intelligence (GenAI) to improve patient experiences by reducing time to care and staffing shortages, significantly improving experiences for patients and providers.

Calabrio, the workforce performance company, today introduced its new Performance Management solution at Customer Contact Week (CCW) Las Vegas 2025, one of the largest gatherings for customer experience professionals in North America. The Performance Management solution flips the script on siloed, reactive and often slow performance management with a unified platform that reduces attrition, increases productivity and optimizes customer outcomes.

Calabrio, the workforce performance company, today announced powerful AI enhancements to the Calabrio ONE suite, designed to help organizations streamline operations, improve agent engagement, and deliver exceptional customer experiences. These innovations remove friction from daily workflows, giving managers and agents the tools to work more efficiently while ensuring service excellence.

Calabrio, the workforce performance company, has released their annual 2025 State of the Contact Center report. The prevalence of AI use in the contact center comes as no surprise, but the fact that 61% are experiencing more difficult conversations illustrates the ongoing challenge of balancing efficiency and empathy in the fast-changing customer experience space.

Calabrio, the workforce performance company, today announced the acquisition of Echo AI, a generative AI-native conversation intelligence platform. It is the next strategic step in Calabrio’s commitment to providing contact centers with the latest innovative solutions through near-time conversation insights that enhance customer experiences and operational efficiency.

Calabrio, the workforce performance company, building on its leadership in the healthcare contact center industry, announces a partnership with select industry leaders and DIGITAL, Canada’s Global Innovation Cluster for digital technologies. The Calabrio-led initiative, called CareAI, will bring transformative advancements to healthcare, emphasizing patient-centered care through innovative technologies and operational effectiveness.

Calabrio, the workforce performance company, announced today two artificial intelligence (AI) offerings for general availability: Auto QM and Trending Topics. These AI-powered quality management solutions are designed to eliminate time-intensive manual review processes and revolutionize how contact centers manage, monitor and assess agent interactions to provide better customer service outcomes.

Calabrio, the workforce performance company, today announced that Calabrio Workforce Management (WFM) now interoperates with Microsoft Dynamics 365 Contact Center. This marks the next step in the longstanding collaboration between Calabrio and Microsoft, extending Calabrio's robust, employee-centric WFM capabilities to elevate the way contact centers work today.

Calabrio, the workforce performance company, today announced the appointment of Dave Rhodes as Chief Executive Officer (CEO), effective immediately. Rhodes succeeds Interim CEO Joel Martins who will continue in his role as Calabrio’s Chief Technology Officer (CTO).

Calabrio, the workforce performance company, today announced the enhancement of its Call Recording capabilities for greater integration with Webex Calling —part of Cisco’s cloud-native, unified communications and collaboration solution. As a Workforce Optimization (WFO) solution for Webex Contact Center, Calabrio continues to demonstrate its strong, long-standing technology partnership with Cisco. These enhancements and integration provide organizations with a comprehensive, all-in-one solution tailored for compliance recording needs.

Calabrio, a leading workforce performance company, is excited to announce a next-generation integration with Five9, provider of the Intelligent CX Platform. As a Five9 Select partner, Calabrio now offers Quality Management (QM) and Analytics capabilities powered by Five9 VoiceStream, a new real-time audio and metadata streaming service.

Calabrio, a leader in workforce performance, today announced an integration with another solution from Avaya, a global leader in customer experience and communications solutions. The award-winning Calabrio Workforce Management (WFM) solution will seamlessly integrate with Avaya Experience Platform™ (AXP) Public Cloud, in a milestone collaboration that will revolutionize the landscape for contact centers looking to innovate and modernize in the cloud.

Calabrio, the workforce performance company, is pleased to announce the appointment of Joshua Geller as Chief Legal Officer (CLO). With more than 20 years of experience at leading law firms and software companies, Geller brings a wealth of knowledge in building and scaling the legal function in support of growth strategies at software-as-a-service (SaaS) companies. He joins Calabrio’s executive leadership team and will report to Joel Martins, CTO and Interim CEO.

Today Calabrio, the workforce performance company, introduced Insights, a cutting-edge business intelligence (BI) solution embedded in Calabrio ONE. Calabrio ONE is the only workforce engagement management (WEM) solution with artificial intelligence (AI)-powered analytics and BI built into its core, and the Insights update is the latest in Calabrio’s pipeline of innovative WEM solutions.

Today, Calabrio, the workforce performance company, announced its new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics gives contact centers more performance data and insights to streamline and enhance the user experience.

Calabrio, the workforce performance company, today announced general availability of its new generative artificial intelligence (GenAI)-powered Interaction Summary feature. Available as an add-on, the feature summarizes communications between contact center agents and customers to improve the customer experience, optimize productivity and save costs.

Calabrio, the workforce performance company, announced today that it has launched Calabrio GovSuite, a Federal Risk and Authorization Management Program (FedRAMP®) Moderate authorized cloud contact center solution. U.S. federal government agencies and departments are now able to adopt and use Calabrio GovSuite, providing public sector organizations with secure, easy-to-use, and scalable contact center software that allows them to:

Calabrio, today announced their acquisition of Wysdom, the leading experts in AI (Artificial Intelligence) and virtual agent performance solutions. This acquisition will accelerate Calabrio’s strategy to help customers leverage AI and ML (Machine Learning) to maximize agent engagement, productivity, and ROI (Return on Investment). Wysdom, based out of Toronto, Canada, was founded in 2012 and has been a pioneer in developing software and services to help customers optimize the performance of their virtual agents.

Calabrio, the workforce performance company, has announced the winners of its annual ONE Awards. Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimization (WFO), elevating customer experience (CX), and enhancing employee engagement within their organizations.

Calabrio, the workforce performance company, is hosting customers, partners, and industry leaders at Calabrio Customer Connect (C3) in Minneapolis, October 22-25, 2023. The theme of the conference, being held in Calabrio’s headquarters city, is “Activate.” It features a record number of technology partners sponsoring the event, more than 50 educational sessions, networking opportunities, and live customer success stories from leading brands Best Buy, UAB Medicine, Zappos.com, and more.

Calabrio, the workforce performance company, has released its annual analysis of the contact center market, the State of the Contact Center 2023: Activating the Agent of the Future. The report highlights the essential role of hybrid and remote contact center agents, the expected impact of artificial intelligence (AI), and agents’ readiness to act as brand guardians in the face of evolving consumer demands.

Calabrio, the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. The report also recognizes Calabrio as a Value Index Leader in 6 of 7 evaluation categories: Adaptability, Capability, Manageability, Reliability, Usability, and Validation. Calabrio is ranked the number one vendor for Reliability and Usability.

Calabrio, the workforce performance company, has announced that Ascensos is using Calabrio ONE to schedule 2,500 agents at seven contact center locations in the United Kingdom, Romania, Turkey, and South Africa. On average, agents handle 170,000 contacts every week. Calabrio’s automated workforce management (WFM) technology has transformed resource planning efficiency at Ascensos, saving the company 375 hours every week—the equivalent of 13 full-time employees—while dramatically boosting staff engagement through self-service.

Calabrio, the workforce performance company, is proud to announce it has been awarded Workforce Innovation of the Year at the 2023 Customer Contact Week (CCW) Excellence Awards. The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession. Calabrio is honored to be recognized for empowering frontline staff, unraveling complexity, and driving impact through customer experience.

Calabrio, the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI) solutions and customer-centric innovation.

Calabrio, the workforce performance company, today announced that Calabrio ONE is now listed on the Genesys AppFoundry™, a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences.

Calabrio, the workforce performance company, announced the integration of Calabrio ONE with advanced AI (artificial intelligence) systems from OpenAI, a leading AI research and deployment company. Integrations include ChatGPT and GPT-3, with GPT-4 also being evaluated. The commercial integration accelerates the potential of Calabrio’s proprietary AI and machine learning (ML) capabilities and the framework of its modern workforce performance solutions.

Calabrio, the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact center platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

Calabrio, the workforce performance company, today announced it has been named to G2’s 2023 Best Software Awards, on the Customer Service list. As the world’s largest and most trusted software marketplace, G2 is visited by 80 million software buyers each year. Its annual Best Software Awards rank the world’s best software companies and products based on authentic, timely reviews from real users.

Calabrio, the workforce performance company, is pleased to announce the appointment of Kevin Jones as CEO. Jones succeeds Tom Goodmanson, Calabrio’s current CEO who is leaving after successfully leading the company for the past 15 years.

Jim Davies, the former Gartner analyst who helped define and nurture the market segments for workforce optimization (WFO), workforce engagement management (WEM), and voice of the customer (VoC) solutions has joined Calabrio, the workforce performance company, as Chief Experience Officer (CXO).

Calabrio, the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations. Both individuals have extensive business development, revenue generation, and customer success experience from previous leadership positions at top SaaS (Software as a Service) brands.

Calabrio, the workforce performance company, has hired Dave Orstad as senior vice president of professional services and support, reinforcing the organization’s customer-first culture. Orstad will spearhead Calabrio’s global professional services and customer support teams. As a growing Software as a Service (SaaS) organization, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital.

Calabrio, the workforce performance company, welcomes customers to Calabrio Customer Connect (C3) in-person in Orlando, Florida, after two years of virtual events. The annual blockbuster conference unites customers, partners, and contact center thought leaders for two-and-a-half days of innovation, education, and networking. This year’s POWER UP! theme fuels the industry with more than 60 breakout sessions, and numerous customers onsite sharing success stories, including GE Appliances, Netflix, Webhelp, and Peckham.

Calabrio, the workforce performance company, has identified a direct correlation between contact centers, brand loyalty and brand revenue. The global research report, State of the Contact Center 2022: Empowering the Contact Center as a Brand Guardian, uncovered a surprising gap between the role contact center agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians.

Today, Calabrio, the customer experience intelligence company, announced the extension of its self-scheduling features available in Calabrio Workforce Management (WFM). Addressing the increased demand for greater flex time and more employee autonomy, the new Calabrio Self-Scheduling expands the schedule areas an agent can have influence over such as adding days of work, moving work hours and partial-day shift trading. Calabrio’s intelligent automation allows agents more freedom to create their ideal work-life balance, while contact centers can keep control of overall staffing levels.

Calabrio, the customer experience intelligence company, today announced that Calabrio ONE, the workforce engagement management suite, has been named a Leader product based on its high customer satisfaction scores, quality of support and “likeliness to recommend” ratings from real users on G2, the world’s largest tech solutions review site.

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. The machine-learning-enabled module in the Calabrio ONE Workforce Engagement Management suite enhances the ability of contact center managers to record and track agent performance metrics, providing data to facilitate performance and coaching conversations. Identifying individual or team skill gaps lets leaders better know when to offer coaching and support to agents that need it.

Calabrio, the customer experience intelligence company, has been positioned in the top category as an Exemplary Vendor in Ventana Research’s 2022 Value Index on Agent Management. The report also recognizes Calabrio as a Value Index Leader for three areas: Capability, Usability and Manageability.

Calabrio, the customer experience intelligence company, has appointed CJ Bernander as its new Chief Financial Officer, enabling Calabrio to continue to scale to meet the business and structural needs that accompany Calabrio’s rapid trajectory over the last several years. As CFO, Bernander will oversee global accounting, finance, treasury, tax and legal functions.

Calabrio, the customer experience intelligence company, welcomes Tim Klein as Calabrio’s first Senior Vice President of Corporate Development. Klein brings decades of knowledge in corporate development, mergers and acquisitions, investment banking and finance. This executive recruitment will enable Calabrio to further capitalize on sustained growth and seize new market opportunities.

Calabrio, the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). This year, Calabrio is focusing sessions on the Connected Workforce and for the second year in a row, C3 is being held as a virtual event.

Calabrio, the customer experience intelligence company, today unveiled its latest report, detailing first-hand agent sentiment on the current state of the contact center, the impact that “The Great Resignation” has had on contact centers and the importance of employee-centric practices. The findings were announced on the first day of the annual Calabrio Customer Connect (C3) conference. This year Calabrio’s annual conference, focused on The Connected Workforce, is being held as a virtual event October 5-6, 2021.

Calabrio, the customer experience intelligence company, has brought on Kristin Gaarder as its first chief human resources officer. This important addition to the executive team comes as Calabrio continues to strengthen operations in analytics-based customer service and workforce engagement management and builds a workforce highly dedicated to its own customer satisfaction. Named by the Star Tribune this year as a Top Workplace for the eighth year in a row, Calabrio will look to Gaarder to lead and evolve efforts to enable organizational growth.

Calabrio, the customer experience intelligence company, today announced the availability of Enterprise Customer Experience Intelligence (CXI) to better connect and elevate the modern enterprise with voice-of-the-customer business intelligence.

Calabrio, the customer experience intelligence company, has been selected by Spark, New Zealand’s largest telecommunications and digital services company, to supply a cloud-based workforce management (WFM) solution as part of its Unified Front Line initiative. The initiative is a new way of working at Spark where employees are cross-skilled across multiple customer touchpoints and are part of an end-to-end “homebase.” Resources will flow to where the customer is: contact centers, retail stores and at-home customer visits as demand requires.