FAQs

Calabrio ONE helps contact centres manage staffing, monitor quality, analyse interactions and improve agent performance. It provides visibility and insight across customer experience, workforce efficiency and compliance.

Yes. Calabrio ONE supports on-site, remote and hybrid working models with real-time visibility, self-scheduling and performance management tools.

Calabrio ONE supports voice and digital channels including calls, chat, email and messaging. It also includes analytics for chatbots and voice bots.

Yes. Calabrio ONE includes forecasting, scheduling, intraday management and real-time adherence as part of its workforce management capabilities.

Does Calabrio ONE include quality management (QM)?

Calabrio ONE includes speech-to-text, sentiment analysis, interaction analytics, predictive analytics and suite-wide reporting. These tools turn interaction data into actionable insight.

Yes. Calabrio ONE provides interaction recording across voice and digital channels, along with screen and desktop analytics to support quality, compliance and coaching. 

Yes. AI is embedded across the platform, including predictive quality scoring, sentiment analysis, forecasting and automation to support smarter decision-making.

Yes. Calabrio ONE includes bot analytics to monitor chatbot and voice bot performance and identify where automation can be improved.

Yes. Calabrio ONE is built natively for the cloud, enabling rapid deployment, scalability and secure data storage without on-premise infrastructure.