Calabrio, a leader in workforce and conversation intelligence, has unveiled its Workforce Intelligence solution at the annual Calabrio Customer Connect (C3) event, introducing AI-driven workforce management (WFM) that prioritizes human-centered customer experiences. This cloud-native platform moves beyond traditional WFM by integrating continuous learning AI for forecasting, scheduling, intraday management, and coaching, enabling contact centers to adapt in real time to dynamic demands.
Calabrio Workforce Intelligence transforms static, fragmented traditional WFM systems into a scalable, enterprise-grade solution built for modern contact centers. By embedding AI at its core rather than as add-ons, the platform anticipates changes, automates routine processes, and delivers real-time actions that turn operational efficiency into measurable business value, such as cost savings and improved service delivery.
The solution emphasizes the human element in customer service, empowering agents with intuitive tools that reduce manual effort and accelerate time-to-value. Features like enhanced forecasting and intraday adjustments provide accuracy and flexibility, allowing agents to focus on meaningful interactions while leaders gain visibility into performance metrics for strategic decision-making.
Calabrio Workforce Intelligence tackles rising customer expectations and workforce volatility through targeted capabilities: flexibility and cost efficiency streamline operations and agent experiences; autonomous decision-making boosts agility while cutting errors; and a digital WFM guru simplifies mastery for faster, informed choices. These elements support omnichannel environments and talent retention by fostering an adaptive, supportive ecosystem.
The launch begins with Agent Assist, a Gen-AI tool embedded in the WFM platform that allows agents to handle schedules via natural language, including time-off requests, overtime volunteering, and shift checks. This marks the start of a series of AI-driven releases aimed at elevating WFM, employee engagement, and agent intelligence, positioning contact centers as proactive hubs.
“We have always viewed workforce management as agent-first, prioritizing the human element of customer service,” said Dave Rhodes, CEO, Calabrio. “Calabrio Workforce Intelligence delivers the environment that agents deserve by improving accuracy, reducing manual effort and creating faster time-to-value. We empower agents with real-time intelligence and insights to be more effective in their job while emphasizing the human touch in customer interactions.”
“We pioneered self-scheduling, multi-skill forecasting, and cloud-native WFM – now we’re leading again,” said Joel Martins, CTO of Calabrio. “Calabrio Workforce Intelligence is not AI bolted on. It is 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 deliver transformational business outcomes.”
Calabrio's Workforce Intelligence solution sets a new standard for AI-integrated WFM, blending innovation with human-centric design to drive agility and performance in evolving contact center landscapes. As organizations seek scalable tools to navigate complexity, this platform promises enhanced outcomes through intelligent, adaptive workforce optimization.
For more information on Calabrio Workforce Intelligence, click here.
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.
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