FAQs

Calabrio WFM is used by workforce planners, operations managers, contact centre leaders and supervisors who need control over staffing, performance and service levels.

Calabrio ONE is a cloud-based workforce performance management platform for contact centres. It brings together workforce management, quality management, interaction recording, analytics, reporting and bot analytics in a single integrated suite.

Calabrio ONE is commonly described as workforce performance management (WPM) or workforce optimisation (WFO) software. It is also part of the wider customer experience analytics and contact centre intelligence category.  

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.