Calabrio Introduces Workforce Intelligence: Revolutionizing Workforce Management with AI
In an era where customer expectations are higher than ever, and the dynamics of contact centers continue to evolve, Calabrio, a leader in workforce and conversation intelligence, has unveiled its groundbreaking Workforce Intelligence solution at the company’s annual Calabrio Customer Connect (C3) event. This innovative suite of tools leverages artificial intelligence (AI) to transform traditional workforce management (WFM) into a more adaptive, agile, and human-centric system. By embedding AI at its core, Calabrio is redefining how contact centers operate, empowering agents, and delivering measurable value for organizations.
A New Era of Workforce Management
Traditional WFM systems were designed for a different time—static, fragmented, and often limited to basic AI add-ons. These legacy tools struggle to keep pace with the demands of today’s dynamic contact center environments. Calabrio’s Workforce Intelligence changes the game by offering a cloud-native, enterprise-grade solution that continuously learns and evolves. It integrates AI-driven capabilities like forecasting, scheduling, intraday management, and coaching to create a seamless, responsive system that anticipates needs, adapts in real-time, and acts decisively.
“Workforce management should always prioritize the agent experience,” said Dave Rhodes, CEO of Calabrio. “With Calabrio Workforce Intelligence, we’re creating an environment that agents deserve—one that improves accuracy, reduces manual effort, and accelerates time-to-value. Our solution empowers agents with real-time intelligence and insights, enabling them to perform their jobs more effectively while maintaining the essential human touch in customer interactions.”
By combining cutting-edge technology with a focus on the human element, Calabrio ensures that both agents and customers benefit from a more personalized and efficient service experience.
Addressing Modern Contact Center Challenges
The modern contact center faces numerous challenges, including rising customer expectations, the need for omnichannel support, talent retention, and workforce volatility. Calabrio Workforce Intelligence tackles these issues head-on with features designed to enhance flexibility, reduce costs, and empower teams:
- Flexibility and Cost Efficiency:
The solution improves forecasting accuracy, automates repetitive tasks, and enhances the overall agent experience. By reducing manual intervention, it allows agents to focus on what they do best—delivering exceptional customer service. - Autonomous Decision-Making:
With AI at the core, the platform increases operational agility, minimizes human error, and frees up WFM teams to concentrate on strategic initiatives, performance optimization, and business growth. - Digital WFM Guru:
Designed to be intuitive and easy to master, the platform enables faster and better decision-making. Its user-friendly interface ensures that even those new to WFM can quickly adapt and thrive.
Agent Assist: A Game-Changing Feature
One of the highlights of Calabrio’s Workforce Intelligence rollout is the introduction of Agent Assist, a Gen-AI-powered assistant embedded directly within the WFM platform. Agent Assist allows agents to manage their schedules effortlessly through natural language conversations. Whether it’s requesting time off, volunteering for overtime, or checking shift details, Agent Assist streamlines these processes, making life easier for agents and managers alike.
This launch marks the beginning of an ambitious roadmap of AI-driven innovations aimed at enhancing workforce management, boosting employee engagement, and elevating agent intelligence. By positioning contact centers as proactive intelligence hubs, Calabrio is helping organizations stay ahead of the curve in an increasingly competitive landscape.
AI at the Core, Not Just an Add-On
Calabrio isn’t just adding AI to existing systems—it’s building AI into the foundation of its solutions. According to Joel Martins, CTO of Calabrio, “We pioneered self-scheduling, multi-skill forecasting, and cloud-native WFM—and now we’re leading again. Calabrio Workforce Intelligence isn’t about bolting AI onto outdated systems; it’s about embedding AI at the core. We’re creating the environment agents deserve while giving leaders the agility, cost savings, and real-time visibility they need to outpace change and drive transformational business outcomes.”
This approach ensures that the platform remains future-ready, capable of adapting to emerging trends and technologies as they arise. For organizations looking to thrive in the age of AI, Calabrio’s Workforce Intelligence offers a clear path forward.
Why Calabrio Workforce Intelligence Matters
In today’s fast-paced world, businesses cannot afford to rely on outdated tools and processes. The ability to anticipate customer needs, adapt to changing circumstances, and act swiftly is critical for success. Calabrio Workforce Intelligence addresses these imperatives by providing a comprehensive, AI-driven solution that empowers agents, optimizes operations, and delivers tangible results.
By prioritizing the human element of customer service, Calabrio ensures that technology enhances—not replaces—the personal connections that define great customer experiences. At the same time, its advanced AI capabilities provide the scalability, flexibility, and efficiency needed to meet the demands of modern contact centers.
About Calabrio
Calabrio powers people and businesses with actionable intelligence. Our AI-powered, cloud-native Calabrio ONE suite maximizes agent performance, turning every interaction into a strategic advantage. Trusted worldwide, our workforce and conversation intelligence solutions help teams work smarter, respond faster, and connect better to drive measurable business outcomes. Calabrio, Calabrio ONE, and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia.
