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What is Calabrio ONE?
Calabrio ONE delivers a comprehensive, cloud-based workforce engagement platform designed for contact centers seeking to drive agent performance, enhance customer experiences, and streamline operations. It integrates AI-driven capabilities for forecasting, scheduling, real-time adherence monitoring, quality management, call recording, and conversation analytics—providing actionable insights from every customer interaction.
This platform empowers contact center leaders with advanced tools to improve agent engagement, reduce attrition, and optimize operational efficiency. By transforming raw interaction data into predictive insights, Calabrio ONE helps organizations meet evolving business demands, boost customer satisfaction, and maintain brand loyalty across diverse industries and deployment models.
Features
- AI-Driven Forecasting: Utilizes artificial intelligence to accurately forecast contact center demand.
- Automated Scheduling: Streamlines workforce scheduling and self-scheduling for agents.
- Quality Management: Centralized platform to monitor and improve customer interaction quality.
- Interaction Analytics: Advanced sentiment, speech, and text analytics powered by AI.
- Bot Analytics: Analyzes chatbot and voicebot performance to refine automated experiences.
- Real-Time Adherence: Tracks and corrects agent adherence in real time.
- Call Recording: Captures all customer interactions securely.
- Customizable Solutions: Configures deployment for enterprises of all sizes and industries.
Use Cases
- Optimizing workforce scheduling and adherence in contact centers.
- Enhancing customer engagement through AI-driven interaction analysis.
- Improving agent performance with real-time insights and quality management.
- Analyzing and refining chatbot and voicebot effectiveness.
- Supporting remote work models with cloud-based management tools.
- Reducing agent turnover by empowering and engaging teams.
- Enabling data-driven business and CX decision-making.
FAQs
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What industries are supported by Calabrio ONE?
Calabrio ONE serves a wide range of industries, including finance, insurance, healthcare, hospitality, retail, utilities, and government. -
Is Calabrio ONE suitable for remote workforces?
Yes, Calabrio ONE’s cloud-based solutions support remote and globally distributed agent teams. -
Does Calabrio ONE provide real-time analytics?
The platform offers real-time adherence and interaction analytics, enabling immediate operational insights and actions.
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