Customizable AI Prompts

Generic AI Won't Cut It

Your words. Your rules. Supercharge Calabrio AI-powered Conversation Intelligence solutions with custom prompts.

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83x

More Calls Evaluated

90%

Decrease in Manual QM Time

41%+

Reduction in After-Call Work

99%+

Auto-Scoring Accuracy

Trusted by global brands

AI-Powered Analytics Outcomes

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

27,000+ Clinical Hours Saved

A Healthcare organization slashed ACW by 41%, freeing up time to focus on delivering high-quality experiences, without draining staff.

1.8 Million Assessments Completed

A Financial & HR team eliminated inconsistent evaluations and manual processes, driving a 60% reduction in time to locate contacts.

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.

Conversation Intelligence Demo

See How Our Customizable AI Empowers Contact Centers

Explore Calabrio Conversation Intelligence solutions with the interactive demo below.

Demo Type

Enhanced Conversation Intelligence

Why Settle for AI That Only Understands Part of the Story?

Fine-tune Advanced Sentiment and Trending Topics with Customizable Prompts built for your business. Spot risks faster. Uncover needs sooner. Get actionable insights that keep you ahead of the curve.

Go beyond generic models that miss what matters most to your business. Guide our AI to understand your specific products, campaigns, and internal jargon.

Reduce false positives and negatives in trend and sentiment detection. Empower sharper coaching and decisions with more accurate AI.

Get up-and-running with Trending Topics in days, not weeks. Zero manual training required for the enhanced Trending Topics tool.

As you grow and your terminology evolves, our AI adapts right alongside you. Easily add new product names, update campaign terms, or create new models for emerging units, for insights that are always relevant.

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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 AI on Your Terms

Complete Control.
Total Relevance.

With the power to shape our AI’s understanding, the insights you receive are perfectly aligned with your business. By adding context at the task level, our enhanced Conversation Intelligence features evolve with your goals.

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TARGETED TOPIC DETECTION

Detect the Trends That Truly Matter

Go beyond generic categories. Prompt the AI to listen for your specific product names, marketing campaigns, or internal processes, and sit back as it spots trends you might have otherwise missed, from the moment they emerge.

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TAILORED SENTIMENT MODELS

Analyze Agent and Customer Sentiment

Standard sentiment models frequently misinterpret industry slang, sarcasm, and context. Easily guide AI to understand your business and culture with simple prompts. Then coach your teams with a deeper understanding of the customer and agent emotions driving interactions.

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Innovation That Outpaces the Competition

From agents to analysts, the Calabrio ONE platform empowers contact centers to achieve their goals—and their reviews prove it.

Gartner Rating

G2 Rating

Average Time to ROI

G2 Customer Satisfaction Score

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

90 Reviews

G2 Rating

4.3

88 Reviews

Average Time to ROI

27 Months

Feature Item

68%

G2 Satisfaction Score

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Customer Stories

A Trusted Ally to Leading Brands That Empower Employees and Maximize Performance

Calabrio ONE is trusted by Fortune 500 brands and counted on by top technology partners. See how we’ve helped leaders in an array of industries get the very most out of their customer experience data.

• $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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• 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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• 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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Customer Reviews

Leaders in Contact Center Workforce 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

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

Brian W

Mid-Market Workforce Management Planner

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Customizable AI Prompts

Generic AI Won't Cut It

83x

90%

41%+

99%+

Trusted by global brands