Calabrio ONE

Calabrio ONE is a cloud-based workforce performance management platform for contact centres. It combines interaction recording, quality management, workforce management, analytics, reporting and bot analytics into a single integrated suite. Providing a unified system for capturing, analysing and managing customer interactions and agent activity across voice and digital channels.

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Why Britannic For Calabrio ONE?

Britannic brings decades of contact centre and workforce performance experience to Calabrio ONE, ensuring the platform is implemented and optimised in line with real operational realities. Our long-standing relationship with Calabrio, combined with deep expertise across voice, CCaaS and UCaaS environments, means Calabrio ONE insights translate into consistent, day-to-day performance improvement - not just dashboards - supported by a consultative, long-term approach that helps organisations continue to evolve and optimise beyond go-live.

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Features & Capabilities Of Calabrio ONE

Interaction Recording (Voice And Digital)

Capture and securely store customer interactions across voice and digital channels, including calls, chat and email. Recordings are easily searchable for quality review, compliance and dispute resolution.

Quality Management And Predictive Scoring

Evaluate interactions using structured scorecards and AI-powered predictive scoring. This helps prioritise coaching and focus effort where it will have the greatest impact.

Workforce Management And Scheduling

Forecast demand, schedule resources and manage intraday changes using AI-driven workforce management tools. Real-time adherence monitoring supports fast response to operational shifts.

Agent Self-Scheduling And Workforce Flexibility

Enable agents to manage breaks, shifts and swaps within defined rules. This supports hybrid and remote working while reducing administrative overhead.

Interaction Analytics And Sentiment Analysis

Analyse 100% of interactions using speech-to-text, sentiment and topic analysis. This uncovers trends, risks and opportunities across customer experience and agent performance.

AI-Driven Insights And Predictive Analytics

Use AI-powered insights to anticipate performance issues before they escalate. This supports proactive decision-making and continuous improvement.

Agent Coaching And Performance Enablement

Deliver personalised, data-driven coaching using real interaction evidence. Agents gain visibility into their own performance through self-service dashboards.

Gamification And Engagement Tools

Motivate agents with goals, challenges and recognition. Gamification helps improve engagement, consistency and performance across teams.

Bot Analytics (Chatbots And Voice Bots)

Monitor and analyse chatbot and voice bot performance. Identify where automation succeeds or fails to continuously improve digital self-service.

Suite-Wide Reporting And Business Intelligence

Access unified reporting across workforce, quality and analytics data. Customisable dashboards support operational management and strategic planning.

Screen And Desktop Analytics

Capture screen activity and desktop usage to understand agent workflows. This helps identify inefficiencies, training needs and process improvements.

Cloud-Native, Secure And Scalable Platform

Built natively for the cloud, Calabrio ONE supports rapid deployment, elastic scaling and secure operation across on-site, remote and hybrid environments.

Want to Discover All Calabrio ONE Features?

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Business Benefits Of Calabrio ONE

  • Calabrio ONE improves workforce efficiency by enabling more accurate forecasting, scheduling and real-time adherence, helping organisations control costs without sacrificing service levels.
  • Customer experience becomes more consistent as every interaction across voice and digital channels is analysed to uncover sentiment, trends and root causes.
  • Agent performance and engagement increase through data-driven coaching, flexible self-scheduling and built-in gamification that supports motivation and retention.
  • Interaction data is transformed into actionable insight using AI-powered analytics and reporting, enabling faster and more informed decision-making.
  • Quality and compliance are strengthened through comprehensive interaction recording, structured evaluations and clear audit trails.
  • Hybrid and remote contact centre teams are easier to manage thanks to cloud-native access and real-time visibility into performance.
  • Coaching becomes more targeted and effective as predictive scoring highlights where support will deliver the greatest improvement.
  • Digital and bot performance improves through dedicated analytics that identify where automation succeeds and where refinement is needed.
  • Business leaders gain clearer visibility into contact centre performance through unified reporting and shared customer intelligence.
  • The platform scales easily as the organisation grows, supporting increased volumes, users and data without major infrastructure change.
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Get in Touch With Us About Calabrio ONE

Contact Britannic to discover how Calabrio ONE can give you a unified view of performance, workforce, and customer insights, helping you improve efficiency, engagement, and the overall customer experience.

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