Trusted by millions of agents at leading global brands
AI-Powered Workforce Management Outcomes
Explore real-world use cases that power results for businesses like yours.
WFM Demo
See How Calabrio WFM Works
Explore Calabrio’s AI-powered Contact Center Workforce Management solution with an interactive demo.
Demo Type
Feature
- WFM Full Overview
The Next Evolution in WFM
This Is Calabrio Workforce Intelligence
We revolutionized Workforce Management. Now we’re doing it again.
Cloud-native, with AI at its core, Calabrio Workforce Intelligence is the next evolution of WFM. Go beyond the limits of legacy software. Anticipate, adapt, and act in real time with effortless, future-ready intelligence powering every function.
See what’s coming from Calabrio Workforce Intelligence:
Built to act, not just report, Calabrio Workforce Intelligence continuously learns from your data to deliver unprecedented accuracy and autonomously make in-the-moment adjustments to staffing, workflows, and resources. Embedded AI puts you ahead of the curve—and powers maximum performance with minimal manual effort.
Coming Soon. Navigate volatile demand, overcome intraday complexity, and maintain standout CX—all without adding headcount. Proactive Intraday Actions detects automatically issues early, predicts their impact, and recommends the right actions for real-time optimization.
Conversational. Intelligent. Built for agent autonomy. Agent Assist, our Agentic AI-powered workforce assistant empowers teams with seamless self-service across daily scheduling needs. From shift changes and time-off requests to overtime options, agents get compliant, context-aware answers—with no tickets, no delays, and no guesswork.
Coming Soon. Traditional WFM too often clouds decision-making with rampant raw data and dashboards. Calabrio Supervisor Assist cuts through chaos with continuous analysis and clear real-time guidance. Supervisors automatically get explainable insights and instant alerts prioritized by impact, plus recommended actions to turn intelligence into outcomes.
Why Calabrio
Innovation That Outpaces the Competition
Only Calabrio ONE unites leading workforce management, conversation intelligence, and agent engagement into a fully integrated, intelligent suite that adapts to your unique needs. Just ask our customers.
Calabrio ONE
Verint
NiCE WFM
Aspect Workforce
WFM Features
Simpler. Smarter. Superior Workforce Management.
Put the right agents in the right place, at the right time, and empower them to turn customers into loyal superfans with leading contact center WFM software.
Case Studies
A Trusted Ally to Leading Brands That Empower Employees and Maximize Performance
Explore how Calabrio helps leading brands overcome challenges and unlock competitive advantages.
- $500k+ in Annual Productivity Savings
- 20% Adherence Growth
- 45% Increased Intraday Optimization
- Forecasted within 5% of Actuals in First 10 Weeks
“The fast results we achieved really opened everybody’s eyes. We gave people WFM insights they’ve never been able to see before.”
- 40% Time Saved on Scheduling
- 15% Increase in Adherence
- 10% Improvement in Scheduling Accuracy
- 3% Increase in CSAT
“Calabrio is helping us to continuously adjust and adapt our scheduling…Now we can see how to improve efficiency as well as increase job satisfaction for our agents”
Customer Reviews
Leaders in Workforce Management Customer Satisfaction
See why customers choose Calabrio to quickly turn insights into revenue-boosting action.
Charles Angelo V
Outsourcing/Offshoring Quality Analyst
Lisa P
Enterprise Workforce Analyst
Brian W
Mid-Market Workforce Management Planner
Charles Angelo V
Outsourcing/Offshoring Quality Analyst
Lisa P
Enterprise Workforce Analyst
Brian W
Mid-Market Workforce Management Planner
Featured Resources
FAQS
Looking for help?
Get answers to some of the most frequently asked Workforce Management questions.
Workforce management, or WFM for short, refers to the processes and tools organizations use in order to maximize the productivity of their employees and optimize operational costs and efficiency. In a customer service operation like a modern contact center, effective workforce management is essential to ensuring that agents are available and equipped to handle customer inquiries efficiently and satisfactorily. Learn more about the importance of contact center workforce management.
Workforce management solutions are software-based tools designed to enable organizations to accomplish—and accelerate—the workforce management tasks that contact centers traditionally have had to complete manually, such as forecasting customer interaction volume, scheduling agents, and managing intraday schedules. Typically, WFM solutions are available as standalone software or integrated within contact center, calling, and human resources platforms.
Workforce management tools should provide features and capabilities designed to empower, educate, and manage the workforce. Key features to look for in your call center’s workforce management solution of choice include:
- Demand forecasting: Predict future staffing needs based on historical data, seasonality, and other factors.
- Scheduling and shift management: Optimize scheduling for effective employee planning and accommodate employee requests with self-scheduling tools.
- Performance and quality management: Track and better understand employee performance as well as service delivery.
- Education and engagement solutions: Motivate, empower, and develop team members to drive better business outcomes.
Calabrio contact center WFM software is designed to deliver seamless experiences for customers, agents, and contact center managers no matter where agents are working—remotely, on-location, or a mix of the two. See more about our remote workforce solutions, and for additional advice from our experts, read our complete guide to managing a remote workforce.
