Calabrio, the workforce performance company, has announced significant AI-powered enhancements to the Calabrio ONE suite, designed to help contact centers streamline operations, improve agent engagement, and deliver exceptional customer experiences. These advancements automate tedious tasks, offer deeper insights, and increase flexibility for agents, resulting in more efficient workflows and better service outcomes.

1. AI-Driven Features for Contact Centers

• The AI enhancements are designed to optimize operations by reducing manual oversight and improving service quality.

• These features provide managers with strategic insights, while empowering agents to work more autonomously and effectively.

2. Key Features in Calabrio ONE

• Auto QM: AI-driven quality management that evaluates customer interactions for consistent scoring, quickly identifies coaching opportunities, and allows customization through Generative AI.

• Trending Topics: AI categorizes customer conversations into key themes, allowing teams to quickly spot trends, diagnose issues, and drive improvements.

• Interaction Summary: AI-powered summaries give an overview of customer interactions, enhancing compliance and engagement.

• WFM Notifications: Real-time alerts help agents and managers stay updated, improving visibility and planning.

• Vacation Planner Pro: Automates vacation bidding to provide fairness, transparency, and compliance while reducing administrative tasks.

• Real-Time Desktop Analytics: Offers instant visibility into agent activity, helping managers identify inefficiencies and optimize workflows.

• Activity Requests for Calabrio WFM: Empowers agents with self-scheduling capabilities, enhancing operational efficiency.

3. AI’s Impact on Contact Center Operations

• According to Calabrio's 2025 State of the Contact Center Report, AI and automation are expected to improve agent wellbeing, workplace culture, and customer behavior analysis.

• These AI features reduce burnout, improve service quality, and allow managers to focus on strategic initiatives rather than manual tasks.

4. Collaboration with Contact Centers

• Calabrio has worked closely with leading contact centers to design these features based on their real-world insights.

• The aim is to balance operational efficiency with employee wellbeing and customer satisfaction, creating a more agile and engaged workforce.

5. Quotes from Leadership

• Dave Rhodes, CEO of Calabrio: “The purpose of our AI-powered features is to help agents improve the customer experience with greater ease and success.”

• Magnus Geverts, VP of Product Marketing at Calabrio: “These AI features help organizations address key operational challenges while ensuring employee satisfaction and better customer service.”

The AI enhancements to Calabrio ONE are set to transform contact center operations by improving agent performance, increasing operational efficiency, and delivering superior customer experiences. These innovations help contact centers stay competitive in an evolving digital landscape while fostering a healthier work environment for agents.