BPO Customer Experience Management Solutions
Empower Your Teams, Deliver for Your Customers
Unlock workforce and conversation intelligence to engage agents, boost efficiency, and improve productivity.
Calabrio’s leading suite of customer experience and workforce optimization solutions for BPOs is built to help you deliver more for your customers while growing your outsourcing operation.
Calabrio ONE Features
Simplify BPO Contact Center Management with Leading WFM & CX Solutions
Your clients depend on your teams. Calabrio ONE gives you a fully integrated suite of leading workforce performance tools you can depend on. Elevate your performance and unlock growth with robust, reliable workforce management tools, AI-driven automation, and true customer intelligence that scales with your needs.
Perfectly balance customer demand, employee satisfaction, and operational excellence with AI-powered contact center WFM solutions. Forecast volume and schedule the right agents with the right skills at the right time. Give agents freedom and flexibility with self-scheduling. And use intelligent automation to streamline workflows and eliminate chaos.
Seize every opportunity to improve with a modern quality management solution that boosts time-to-impact and scales alongside business needs. Uncover hidden insights and score 100% of interactions with fully configurable, AI-driven Auto QM that delivers consistent evaluations aligned to your business goals and compliance standards. Eliminate after-call work, streamline reviews, and empower agents with faster feedback by leveraging dynamic, AI-generated interaction summaries. Plus, gain full visibility into live interactions and agent workflows with real-time monitoring and screen recording.
Unlock the full potential of data cross your BPO contact centers with Calabrio Analytics. Leverage AI-driven interaction analytics tailored to your unique business for insights that drive real impact, at scale. Understand why your customers reach out, how they feel during each interaction, and what drives those emotions. Transform every conversation into actionable insights and quickly respond with data-driven strategies that empower employees and fuel continuous improvement across the contact center.
Engage agents, reduce costly attrition, and elevate customer experiences with a complete performance management solution. Support more effective coaching as you empower agents with everything they need to solve challenges, track goals, and manage their own success. The integrated My Calabrio portal surrounds the agent with love, delivering seamless access to feedback, scheduling, gamification features, and personalized insights in one convenient place.
Gain unprecedented visibility into your conversational chatbot and voicebot performance. Leverage a sophisticated chatbot analytics platform that monitors the metrics that matter most and accelerates chatbot teams’ ability to make impactful improvements. Successfully automate more of your conversations, deliver more effective support for your customers with virtual and human agents, and maximize ROI with lower costs and greater productivity.
Break down silos and unleash the full power of your contact center data. Calabrio Insights cuts through the chaos of disconnected dashboards and spreadsheets, delivering a unified view of both agent and customer experiences. Vital performance metrics, quality scores, and workforce data automatically flow into a centralized reporting engine that empowers coaches, analysts, and leaders alike to quickly spot issues, trends, and opportunities—and take decisive, data-driven action at the speed their contact center and customers require.
Workforce Management
Perfectly balance customer demand, employee satisfaction, and operational excellence with AI-powered contact center WFM solutions. Forecast volume and schedule the right agents with the right skills at the right time. Give agents freedom and flexibility with self-scheduling. And use intelligent automation to streamline workflows and eliminate chaos.
Quality Management
Seize every opportunity to improve with a modern quality management solution that boosts time-to-impact and scales alongside business needs. Uncover hidden insights and score 100% of interactions with fully configurable, AI-driven Auto QM that delivers consistent evaluations aligned to your business goals and compliance standards. Eliminate after-call work, streamline reviews, and empower agents with faster feedback by leveraging dynamic, AI-generated interaction summaries. Plus, gain full visibility into live interactions and agent workflows with real-time monitoring and screen recording.
AI-Powered Analytics
Unlock the full potential of data cross your BPO contact centers with Calabrio Analytics. Leverage AI-driven interaction analytics tailored to your unique business for insights that drive real impact, at scale. Understand why your customers reach out, how they feel during each interaction, and what drives those emotions. Transform every conversation into actionable insights and quickly respond with data-driven strategies that empower employees and fuel continuous improvement across the contact center.
Performance Management
Engage agents, reduce costly attrition, and elevate customer experiences with a complete performance management solution. Support more effective coaching as you empower agents with everything they need to solve challenges, track goals, and manage their own success. The integrated My Calabrio portal surrounds the agent with love, delivering seamless access to feedback, scheduling, gamification features, and personalized insights in one convenient place.
Bot Analytics
Gain unprecedented visibility into your conversational chatbot and voicebot performance. Leverage a sophisticated chatbot analytics platform that monitors the metrics that matter most and accelerates chatbot teams’ ability to make impactful improvements. Successfully automate more of your conversations, deliver more effective support for your customers with virtual and human agents, and maximize ROI with lower costs and greater productivity.
Suite-Wide Reporting
Break down silos and unleash the full power of your contact center data. Calabrio Insights cuts through the chaos of disconnected dashboards and spreadsheets, delivering a unified view of both agent and customer experiences. Vital performance metrics, quality scores, and workforce data automatically flow into a centralized reporting engine that empowers coaches, analysts, and leaders alike to quickly spot issues, trends, and opportunities—and take decisive, data-driven action at the speed their contact center and customers require.
Modern BPO Contact Center Solutions
Tools to Understand and Enrich Every Interaction
More and more businesses are turning to BPO contact centers, with the expectation that they’ll be able to deliver excellent CX with the utmost efficiency. Only Calabrio ONE offers a true-cloud suite that meets the needs of modern contact centers—and helps deliver superior BPO customer experience management.
Deliver Outsourced Services that Stand Out
Calabrio ONE gives your BPO a fully integrated WFO solution that can turn challenges into competitive advantages—delivering incredible value for your business and its clients.
Customer Stories
A trusted ally to leading brands that empower employees and maximize performance
Calabrio ONE is trusted by brands of all sizes and counted on by top technology partners. See how we help BPOs like yours get the very most out of their talent and harness the true voice of their customers.
“Managers and supervisors simply click on a button to access all the information they need to support their clients and manage their teams effectively…[Calabrio WFM has] dramatically transformed work-life balance and improved daily operations for everyone.”
The choice of our workforce management solution to organize the schedules of our 60,000 ‘webhelpers’ was strategic for Webhelp. We had to find a solution that was technically robust and easy-to-use for our employees. Calabrio Workforce Management ticked all the boxes.”
Calabrio ONE WEM Features
Tools for Managing the Modern Workforce
Calabrio ONE offers a robust set of features designed with the needs of BPO service providers and modern contact centers in mind. Explore more of our top workforce engagement management features below.
Why Calabrio
Customers Have High Expectations. Calabrio Helps You Exceed Them.
Calabrio ONE is built to meet the workforce and customer experience management needs of today’s global BPOs. That’s why it’s trusted by top brands and used by millions of agents and counting.
Impact by the Numbers
The statistics speak for themselves
Calabrio solutions are designed to deliver maximum impact—and these real-world results from our customers show exactly the kind of impact our leading tools can have for brands like yours.
Customer Reviews
Our Customers Say It Best
See what real Calabrio users have to say about their experience with our leading workforce performance solutions.
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
Explore our expansive network of partnerships and platform integrations
The Calabrio partner community includes hundreds of trusted companies from around the world.
