Calabrio Unveils Workforce Intelligence to Redefine AI-Powered WFM for Contact Centers
Calabrio unveils Workforce Intelligence, a new cloud-native platform set to transform AI-powered workforce management (WFM) by combining automation, agility, and real-time coaching to enhance both customer and employee experiences.
Tackling Static WFM with Adaptable, Smart Intelligence
Traditional WFM systems often struggle with inflexibility, fragmentation, and delayed insights. Calabrio’s Workforce Intelligence is built to break this mold. Designed as an enterprise-grade, continuously learning solution, it supports forecasting, scheduling, and coaching in real time helping contact centers stay responsive in fast-changing business environments.
What the New Solution Offers
Workforce Intelligence introduces several features crafted for modern contact center challenges:
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Real-time forecasting & scheduling: Improved accuracy and reduced manual workload give WFM teams agility and cost efficiency.
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Autonomous decision-making: Allows operational teams to focus more on strategic tasks as routine scheduling or shift adjustments are handled with AI-assisted support.
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Agent Assist (Gen-AI assistant): Embedded in the platform, this assistant lets agents check schedules, request time off, or see shifts using natural language making everyday workflows smoother.
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Agent-first design: While many platforms layer AI on top, Calabrio emphasizes that intelligence is core to their system. The goal is to boost agent performance without losing the human touch.
Why This Matters Now
Contact centers today face rising customer expectations, workforce volatility, and increasing pressure to deliver both efficiency and positive employee experience. Calabrio’s Workforce Intelligence responds to these pressures by offering:
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Lowered manual effort and fewer errors
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Faster time to value
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Better visibility for leaders into schedules, performance, and capacity
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Enhanced agent engagement by giving agents clear, data-driven insight into their own workstreams
Looking Ahead: WFM in the AI Era
The launch of Workforce Intelligence marks Calabrio’s commitment to embedding AI at the foundation of WFM, not just as an add-on. As organizations seek to manage hybrid and distributed workforces, invest in omnichannel support, and retain skilled agents, platforms that combine AI, flexibility, and real-time feedback will set the standard.
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