Calabrio Enhances Contact Centers with Over 70 AI-Powered Features
Calabrio introduces over 70 AI-driven features to its Calabrio ONE suite, aimed at improving contact center efficiency and customer service, with rollout within six months.
Calabrio has announced the addition of 70+ new AI-powered features to its Calabrio ONE workforce performance suite, designed to enhance efficiency and customer service in contact centers. The company confirmed these features will be available to users within six months.
Key Enhancements
The updates focus on:
- Streamlining daily tasks for agents and managers.
- Improving agent engagement and reducing burnout.
- Providing deeper operational insights through AI-driven analytics.
According to Calabrio's 2025 State of the Contact Center Report, managers increasingly rely on AI to support agent wellbeing, workplace culture, and customer behavior analysis.
Featured AI Tools
- Auto QM: Uses AI to evaluate customer interactions for consistent scoring and coaching opportunities. Users can customize generative AI prompts.
- Trending Topics: Categorizes customer conversations to identify emerging trends and drive improvements.
- Interaction Summary: Generates AI-powered overviews of customer interactions for compliance and engagement tracking.
- WFM Notifications: Delivers real-time alerts to agents and managers for better planning.
- Vacation Planner Pro: Automates fair scheduling of vacations, reducing administrative workload.
- Real-Time Desktop Analytics: Offers immediate visibility into agent activity to spot inefficiencies.
- Activity Requests: Allows agents to self-schedule tasks within pre-approved parameters.
- Periodization: Tracks worked hours against weekly targets for each agent.
Executive Insights
Dave Rhodes, CEO of Calabrio, stated:
"AI is here to stay and it's quickly changing the game. Our investments in AI-driven features are designed to help agents improve the customer experience. Auto QM, for example, will redefine traditional quality management methodologies."
Magnus Geverts, VP of Product Marketing, added:
"These features address key operational challenges, balancing efficiency with employee wellbeing and customer satisfaction. Managers gain actionable insights, agents enjoy greater flexibility, and customers receive faster, personalized service."
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Dr. Sarah Chen
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A seasoned AI expert with 15 years of research experience, formerly worked at Stanford AI Lab for 8 years, specializing in machine learning and natural language processing. Currently serves as technical advisor for multiple AI companies and regularly contributes AI technology analysis articles to authoritative media like MIT Technology Review.