Calabrio boosts contact centres with over 70 new AI features

Techday NZ

28-04-2025

Calabrio has announced the introduction of more than 70 new artificial intelligence-driven features to its Calabrio ONE workforce performance suite designed to enhance efficiency and customer service in contact centres.
The company stated that these additions will be available to users of Calabrio ONE within a six-month period. The suite's enhancements focus on streamlining daily tasks, improving agent engagement, and offering managers and agents tools to increase operational efficiency.
Calabrio highlighted that artificial intelligence is increasingly central to contact centre operations. Data from Calabrio's 2025 State of the Contact Center Report suggests that managers expect AI and automation to support agent wellbeing, foster a better workplace culture, and provide enhanced analysis of customer behaviour.
By automating routine processes, offering deeper operational insights, and promoting greater flexibility for agents, the suite's features are intended to allow centres to operate with higher efficiency. According to the company, this shift helps managers transition from manual oversight towards more strategic initiatives, while empowering agents and aiming to reduce burnout and improve the quality of customer service.
Dave Rhodes, Chief Executive Officer of Calabrio, said, "AI is here to stay and it's quickly changing the game. 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. Much like the evolution from handwritten letters to email, our AI-powered Quality Management (Auto QM) is poised to redefine traditional methodologies, delivering immediate value and powerful outcomes on day one."
The updated Calabrio ONE suite introduces several key functions. The Auto QM feature uses AI to evaluate customer interactions for consistent scoring and rapidly identify coaching opportunities, with the option for users to customise generative AI prompts according to their business requirements.
Trending Topics leverages AI to categorise customer conversations, helping teams pinpoint emerging trends, address issues, and implement data-based improvements. Interaction Summary provides AI-generated overviews of customer interactions to assist with compliance and engagement monitoring.
WFM Notifications deliver real-time alerts to agents and managers, improving awareness and planning capabilities. Other additions include Vacation Planner Pro, which automates vacation scheduling to provide fairness and reduce administrative processes, and Real-Time Desktop Analytics, which offers immediate visibility into agent activity for identifying workflow inefficiencies.
The Activity Requests feature within Calabrio Workforce Management enables agents to self-schedule activities within pre-approved parameters, and the Periodization function helps track actual worked hours against set targets for each agent on a weekly basis.
Magnus Geverts, Vice President of Product Marketing at Calabrio, said, "We're proud to collaborate with some of the world's top contact centers, whose insights were instrumental in shaping these features. Contact centers 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 centers' key operational challenges. Managers gain actionable insights, agents experience greater flexibility and job satisfaction, and customers receive faster, more personalized service."
All newly announced features are now accessible for users of the Calabrio ONE suite.