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AI-Powered Custom Reporting for Contact Centers

Embedded Intelligence. Instant Insights.

Uncover hidden trends and accelerate data-driven action for every user, with embedded, AI-powered contact center business intelligence.

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$2.7M

Increase in Annual Top-Line Revenue

$10M

Saved in Annual Operational Costs

40%

Decrease in Agent & Customer Effort

25%

Reduction in Agent Attrition
4.7 (101 Reviews)
4.5 (324 Reviews)
4.5 (264 Reviews)
4.8 (43 Reviews)

Trusted by millions of agents at leading brands

AI-Powered, Data-Driven Outcomes

Explore real-world use cases that power results for businesses like yours.

15% Increase in Customer Satisfaction

 

A cable company analyzed 100% of calls, emails, agent desktop activity, and texts with Calabrio and acted quickly to satisfy more customers and reduce repeat interactions by 20%.

450% More Call Volume Handled

 

A Mental Health Services team rapidly scaled a crisis helpline, tracking burnout risk with AI dashboards to improve agent retention and save 6,700+ onboarding hours annually.

25% Increase in Workforce Engagement

 

A global IT Solutions provider unified previously siloed data with Calabrio and uncovered insights that improved training, engaged agents, and drove a 15% increase in customer satisfaction.

Insights Demo

See How Calabrio Insights Works

Explore our AI-powered, contact center custom reporting solution with an interactive demo.

Demo Type

Feature

Embedded Intelligence

Don’t Just Uncover Insights. Activate Them.

With Calabrio Insights, you get more than metrics. You get momentum.

 

Illuminate a clear path from your data to the decisions that will transform your performance and your CX with intuitive, AI-powered custom reporting.

Empower every single user with intuitive, self-service BI. Easily create custom reports and dashboards without IT assistance—or a data science degree.

Powerful AI at the core of the Calabrio ONE suite reveals and forecasts trends, identifies outliers, and enables teams to swiftly drill down to root causes.

Securely share dashboards and key insights across departments. Facilitate teamwork, build buy-in, and overcome your biggest business challenges, together.

Leverage an array of pre-built, contact center-focused dashboards and start improving performance immediately with the help of intelligent automation.

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ROI Calculator

See the Calabrio ONE Difference

Empowered with the world’s most advanced workforce engagement platform, what could your workforce deliver for your business? Use our ROI calculator to see the difference that only Calabrio ONE can deliver.
Calculate Your ROI

Contact Center Business Intelligence Features

Turn Data into Action. Automatically. Effortlessly.

Unleash the full potential of your contact center data with AI-powered business intelligence built into the core of the Calabrio ONE suite.

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Why Calabrio

Leading Intelligence, Trusted to Enrich and Understand Human Interactions

Only Calabrio ONE unites AI-driven workforce optimization, conversation intelligence, and agent engagement into a fully integrated suite that adapts to your unique needs. Just ask our customers.

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Calabrio ONE

Gartner Rating
4.5
340 Reviews
G2 Rating
4.5

326 Reviews

Average Time to ROI
22 Months
Feature Item
91%
G2 Satisfaction Score
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Verint

Gartner Rating
4.2
140 Reviews
G2 Rating
4.2

270 Reviews

Average Time to ROI
31 Months
Feature Item
61%
G2 Satisfaction Score
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NiCE WFM

Gartner Rating
4.3
1,721 Reviews
G2 Rating
4.2

475 Reviews

Average Time to ROI
35 Months
Feature Item
51%
G2 Satisfaction Score
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Aspect Workforce

Gartner Rating
4
90 Reviews
G2 Rating
4.3

88 Reviews

Average Time to ROI
27 Months
Feature Item
68%
G2 Satisfaction Score
Learn more

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.

• $2.7M Increase in Top-Line Revenue

 

• +1 Call Handled per Hour, per Agent

 

• Decrease in Wait Times and AHT

 

“Thanks to Calabrio, both Peckham agents and customers enjoy a much improved, much less stressful customer experience.”

Wendy Dorn-Frazee
IT Service Desk Workforce Specialist
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• 20% Increase in First Contact Resolution

• 40% Decrease in Six Sigma Defect Rate

• 40% in Customer and Agent Effort

 

“We expect throughout the remainder of the year to continue to reduce our defect rate by 40%, which will drive additional improvement in first contact resolution.”

Rich DeMarco
Chief Operating Officer, Delta Dental
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• 150% Increase in Calls from Target Population
 
• 15% Increase in NPS
 
• Rapid Gains in Client Wellbeing Score>
 
“[Calabrio Analytics] is like opening up a brand-new toy at Christmas. You just want to keep playing with it.”

David Flores
Director of Client Services & Program Performance
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  • Nearly 2 Minutes Lower Average Call Time
  • 6.4% Increase in Customer Satisfaction
  • 3% Saved on Annual Operating Budget
  • 1.5 Fewer Call Holds Per Call

“We suspected—then proved to be true—that Calabrio’s combination of quality analytics and desktop analytics would give us the important contact center insights we needed.”

Jonathan Schaffer
Contact Center Team Leader
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State of the Contact Center 2025

Read the report

Customer Reviews

Leaders in Workforce Management Customer Satisfaction

See why customers choose Calabrio to quickly turn insights into revenue-boosting action.

“This is the best system to use for workforce management in the BPO industry. Live monitoring of employees status and schedules to avoid lost hours. You can also access daily records of agents' workflows. Work avoidance can be easily determined by this tool.”

Charles Angelo V

Outsourcing/Offshoring Quality Analyst

“We have a global workforce and Calabrio has been absolutely instrumental in allowing us to schedule and manage coverage worldwide.”

Lisa P

Enterprise Workforce Analyst

“I was a long-term user of a different WFM tool when I started using Calabrio to assist with forecasting and scheduling. It was a very intuitive learning curve to input call volumes and forecasts based on historical drivers. I find it very easy to set up new users and build schedules.”

Brian W

Mid-Market Workforce Management Planner

Featured Resources

Analytics Workforce Management

Clarity in the Chaos: How Contact Centers Are Turning Data into Direction with Calabrio Insights 

Apr. 23, 2025
Read More
Analytics

Empowering Contact Centers with Intelligent Insights: The “Why” Behind Calabrio’s Conversation Intelligence Innovations 

Apr. 23, 2025
Read More
Workforce Engagement

Your 2026 Contact Center Investment Strategy

Aug. 26, 2025
Read More

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