Calabrio C3 Event: New Products, AI, and Leadership Revealed

Calabrio revealed several significant innovations at its annual Calabrio Customer Connect (C3) conference.

The event brought together industry leaders, customers, and analysts, highlighting new product launches, insightful discussions, and the recognition of standout customers through the ONE Awards.

Key announcements included updates to Calabrio’s Quality Management and Workforce Management (WFM) suite, such as Auto QM, Trending Topics, Partner Distribution Manager (PDM) and Vacation Planner.

Industry experts, including Sheila McGee-Smith and Juanita Coley, led discussions on the impact of AI in contact centres, emphasizing the need for adaptability and innovation in workforce engagement management (WEM).

The ONE Awards honored several innovative Calabrio customers, recognizing their contributions to workforce optimization and customer experience.

Winners included Zach Christopherson and Rachel Burnett of Allegiance as “The Agent Advocate,” Amber Prause of Gordon Food Service as “The Analytics Architect,” and others from industries such as insurance and banking.

The conference also featured a panel discussion on the role of generative AI and automation in improving customer experience while reducing costs.

Calabrio also announced big leadership changes, naming Dave Rhodes as their new CEO and Robert Rivera as Chief Sales Officer.

Rhodes, with extensive experience in scaling software enterprises, is set to lead the company’s future growth, while Rivera will focus on strengthening sales and customer experiences. Joel Martins will return to his role as CTO, driving the company’s technological progress.

For more information about Calabrio - visit the Calabrio Website

About Calabrio

The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering contact centres as a brand guardian. Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite.

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Author: Hannah Swankie