Remote and hybrid work has become a modern challenge to contact centers.
Calabrio delivers analytics and AI-powered contact center workforce management tools that help you maximize the potential of your people and rise to the challenges of this evolved world of modern work.
Advanced analytics mines your historical data to accurately forecast call volume.
Machine learning easily understands seasonality and anticipates acute spikes and lulls, giving you confidence in your scheduling.
Build and manage agent schedules with integrated visibility of all channels.
Use multiskill scheduling optimization to ensure the right agents are available when and where they’re needed to deliver consistent coverage and service quality.
Intraday scheduling tools allow you to intuitively and instantly react to volume surges or ebbs.
Use Grant, the AI-powered virtual assistant, to notify agents of time-off or overtime opportunities to quickly adjust staffing levels and avoid overtime.
The Calabrio My Time app gives agents the freedom and control to manage their schedules—anytime, anywhere. Agents can build their own schedules, set their own lunches and breaks, and even trade shifts.
Simple parameters ensure you always maintain staffing-level requirements.
Calabrio WFM includes the built-in Data Explorer tool that makes it easy to build and automate custom reports that pull together WFM data with voice-of-customer, voice-of-employee, and other data from across the enterprise.
