For decades, Workforce Management (WFM) has been the backbone of contact centers, helping leaders forecast demand, schedule staff, and monitor performance. Throughout that time, Calabrio has set the standard, pioneering new capabilities and helping organizations stay ahead of every shift in the market.
Now, as the contact center becomes the beating heart of customer experience, the industry is entering a new era. AI is no longer optional, it’s essential. Today, 98% of contact centers are leveraging AI, and leaders agree it’s not only improving satisfaction but transforming contact centers into true strategic value drivers.
Incremental improvements just aren’t enough anymore. What’s needed is a transformation of WFM, built for agility, scale, and real-time adaptability. That’s why we created Calabrio Workforce Intelligence (WFI): a first-of-its-kind solution with AI at the core, not layered on top, designed to keep our customers not just ready for change, but ahead of it.
This isn’t an upgrade—it’s a transformation. With Calabrio Workforce Intelligence, contact centers can anticipate demand shifts, adapt staffing on the fly, and act with confidence in the moment. Unlike static, siloed legacy systems, WFI is cloud-native, always learning, and built to unify enterprise data and apply intelligence. Supervisors stay firmly in control, reviewing insights, choosing the best option, and approving the next move, while AI takes care of the heavy lifting.
What Makes Calabrio Workforce Intelligence Different?
Traditional WFM optimizes schedules and tracks performance. Calabrio Workforce Intelligence goes further, enhancing every capability with AI at the core. Calabrio Workforce Intelligence unifies enterprise data, applies advanced intelligence, and delivers proactive insights that turn Workforce Management into a true driver of agility and competitive advantage.
It continuously adapts forecasts to improve accuracy, automatically reshapes schedules to eliminate intraday disruptions, and empowers employees with agent-centric scheduling. Autonomous decision-making accelerates responsiveness while freeing WFM teams to focus on strategy. And with contextual intelligence and built-in expert guidance, Calabrio Workforce Intelligence combines performance and scheduling data to power smarter, people-first planning.
This isn’t WFM as the world has known it. This is Calabrio Workforce Intelligence, the next leap forward.
The Calabrio Workforce Intelligence Advantage
Calabrio Workforce Intelligence keeps organizations ahead of both customers and competitors by aligning resources precisely with demand and ensuring seamless, omnichannel service at scale. It also builds resilience against workforce volatility, whether from remote work, gig models, or shifting employee expectations.
By improving forecasting accuracy, balancing workloads, and giving agents more control, WFI reduces churn and stabilizes retention while lowering hiring and training costs. And as automation handles routine tasks, WFI ensures the most complex, emotionally charged conversations are handled by skilled, well-prepared agents who deliver empathetic, exceptional service when it matters most.
Meet Calabrio Agent Assist: Your AI-Powered Copilot
Launching alongside Calabrio Workforce Intelligence is Calabrio Agent Assist, your AI-powered Agent Copilot, that empowers agents and saves managers time. Conversation, intelligent, and policy-driven, it enables agents to manage scheduling tasks like checking shifts, requesting time off, or volunteering for overtime, in real time, in more than 50 languages.
Available in both the Calabrio Mobile App and Calabrio WFM MyTime app, Agent Assist uses natural, human-like language to meet agents where they are. By eliminating delays, tickets, and guesswork, it provides clarity and control for employees while giving managers back valuable time.
Coming Soon: Predictive Actions
Predictive Actions is an AI-powered assistant for contact center operations that helps WFM Managers and Real-Time Analysts detect issues in real time, predict their impact, and act immediately. Instead of tracking multiple dashboards, they get early warnings on service levels, occupancy, adherence, and forecast accuracy—with recommended actions like redistributing workload, adjusting schedules or breaks, offering overtime, modifying staffing, or re-forecasting.
Coming Soon: Supervisor Assist
After empowering agents with Agent Assist, Calabrio is all set to extend AI to supervisors with Supervisor Assist. Instead of digging through multiple dashboards, supervisors can simply ask questions in plain language and instantly get answers. Fully embedded in WFI, Supervisor Assist consolidates absence and schedule requests, provides quick snapshots of upcoming changes, and spots adherence anomalies—helping supervisors act faster and focus more on coaching and team support.
Stay Ahead with Calabrio Workforce Intelligence
Calabrio has always led the evolution of WFM. With Calabrio Workforce Intelligence, we’re leading it again. Powered by next-generation AI, WFI helps businesses outpace disruption, boost efficiency, and elevate both the customer and employee experience.
With Calabrio, the contact center is no longer reactive, it’s agile, intelligent, and built for the future.
Book a demo today and see how Calabrio Workforce Intelligence is redefining Workforce Management. With AI at the core, you’ll drive efficiency and outpace change.
