Calabrio Launches a Series of AI-Powered Enhancements to its Suite

Calabrio has introduced a series of AI-powered enhancements to its Calabrio ONE suite.

Dave Rhodes, CEO of Calabrio, said, “Calabrio has made very thoughtful investments to create AI-driven features– not just for the sake of AI – but for the humans who use them. The purpose is to help agents more easily and successfully improve the customer experience.”

According to Calabrio’s 2025 State of the Contact Centre Report, industry leaders anticipate that AI and automation will play a central role in supporting agent wellbeing, creating a positive workplace culture, and deepening understanding of customer behaviour.

By automating routine processes and offering real-time insights, the new features help contact centres operate more efficiently while enabling staff to focus on strategic goals.

Key capabilities include:

• Auto QM: Aimed at automating interaction evaluations with consistent scoring and customizable AI prompts for tailored coaching.
• Trending Topics: To identify and organise customer conversation themes to support trend analysis and decision-making.
• Interaction Summary: Delivers concise overviews of interactions to aid compliance and customer engagement efforts.
• WFM Notifications: Provides real-time alerts to improve awareness and responsiveness among staff.
• Vacation Planner Pro: Streamlines vacation planning with fair, transparent, and compliant automation, reducing administrative load.
• Real-Time Desktop Analytics: Offers immediate insights into agent activity to help refine workflows.
• Activity Requests for WFM: Enables agents to manage approved scheduling requests independently.
• Periodization: Aligns actual hours worked with weekly targets for better time management.

Together, these enhancements reflect Calabrio’s shift towards more agile, data-driven workforce management in the contact centre space.

Magnus Geverts, VP of Product Marketing at Calabrio, said, “We’re proud to collaborate with some of the world’s top contact centres, whose insights were instrumental in shaping these features.

Contact centres need to balance efficiency with employee wellbeing and customer satisfaction. These features help organizations create a more agile, efficient and engaged workforce by addressing contact centres’ key operational challenges.

Managers gain actionable insights, agents experience greater flexibility and job satisfaction, and customers receive faster, more personalized service.”

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.

Find out more about Calabrio

Author: Hannah Swankie
Reviewed by: Rachael Trickey