Calabrio, the workforce performance company, announced a series of advanced AI-powered enhancements to its flagship Calabrio ONE suite. These innovations are designed to streamline contact center operations, boost agent engagement, and enable organizations to consistently deliver world-class customer experiences.
The newly introduced features are strategically crafted to eliminate inefficiencies from daily workflows. By equipping both agents and managers with smarter tools, Calabrio is enabling a more productive and empowered workforce—while ensuring a continued focus on service excellence.
AI has become a foundational element in modern contact centers, offering the ability to transform operations at scale. According to Calabrio’s 2025 State of the Contact Center Report, contact center leaders expect AI and automation to support agent wellbeing, foster a healthier workplace culture, and provide deeper insights into customer behavior. These enhancements to Calabrio ONE do just that—automating repetitive tasks, surfacing actionable insights, and giving agents greater flexibility. The result: reduced burnout, improved service quality, and the ability for managers to focus on strategic initiatives rather than manual oversight.
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“AI is here to stay and it’s quickly changing the game,” said Dave Rhodes, CEO of Calabrio. “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 enhanced Calabrio ONE suite delivers a robust set of AI-driven capabilities aimed at improving efficiency, performance, and customer outcomes.
Key features include:
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Auto QM: An AI-powered quality management solution that evaluates interactions with consistent, unbiased scoring. Customizable Generative AI prompts allow businesses to tailor evaluations to their unique objectives.
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Trending Topics: Automatically categorizes customer conversations into relevant themes, helping teams identify emerging trends and address issues in real-time.
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Interaction Summary: Provides quick, AI-generated overviews of customer engagements to support compliance, training, and agent engagement.
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WFM Notifications: Real-time alerts enhance communication and visibility, empowering both agents and managers to stay aligned with schedules and changes.
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Vacation Planner Pro: Simplifies and automates vacation bidding processes, promoting fairness, transparency, and compliance while reducing administrative burden.
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Real-Time Desktop Analytics: Delivers instant insights into agent activities, enabling managers to detect inefficiencies and fine-tune workflows.
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Activity Requests for Calabrio WFM: Offers agents greater autonomy through self-scheduling capabilities for pre-approved activities—supporting operational agility.
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Periodization: Helps manage actual hours worked against scheduled targets over specified timeframes, improving resource planning and utilization.
“We’re proud to collaborate with some of the world’s top contact centers, whose insights were instrumental in shaping these features,” said Magnus Geverts, VP of Product Marketing at Calabrio. “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.”
Calabrio continues to lead the evolution of workforce performance solutions, with AI-driven innovation at the heart of its mission. These latest enhancements to the Calabrio ONE suite reflect the company’s commitment to driving value for customers—through intelligent automation, human-centric design, and next-generation customer experience strategies.
