Calabrio Release Notes

DALLAS and MINNEAPOLIS, SEPTEMBER 15 2025

Calabrio, the workforce and conversation intelligence company, today announced its Workforce Intelligence solution at its annual Calabrio Customer Connect (C3) event, offering AI-powered workforce management (WFM) that humanizes the customer experience. This solution integrates artificial intelligence (AI) to drive optimization enabling a faster, adaptive, more agile workforce.

Calabrio Workforce Intelligence establishes a new category moving beyond traditional Workforce Management (WFM) to deliver agility, scalability, and unparalleled performance for today’s dynamic contact center environments. Traditional WFM systems were built for a bygone era and remain static, fragmented, and limited to bolt-on AI features. By contrast, Calabrio Workforce Intelligence is cloud-native, enterprise-grade, and continuously learning. Forecasting, scheduling, intraday, and coaching are powered by intelligence that anticipates, adapts and acts in real time, creating results call center organizations can turn into measurable value.

“We have always viewed workforce management as agent-first, prioritizing the human element of customer service,” said Dave Rhodes, CEO, Calabrio. “Calabrio Workforce Intelligence delivers the environment that agents deserve by improving accuracy, reducing manual effort and creating faster time-to-value. We empower agents with real-time intelligence and insights to be more effective in their job while emphasizing the human touch in customer interactions.”

Calabrio Workforce Intelligence addresses the biggest trends shaping the modern contact center – rising customer expectations, omnichannel support, retaining top talent, and workforce volatility – with key features including:

• Flexibility and cost efficiency: Improves forecasting accuracy, reduces manual tasks and enhances the agent experience.
• Autonomous decision-making: Increases agility, reduces human error and allows WFM teams to focus on strategy, performance and growth.
• Digital WFM guru: Enables faster and better decisions by being easier to learn and master.

The Calabrio Workforce Intelligence solution has begun rolling out with the release of Calabrio’s Gen-AI assistant, Agent Assist, embedded within the WFM platform. Agent Assist enables agents to manage their schedules through natural language conversations including requesting time off, volunteering for overtime, and checking shift information. The launch kicks off an aggressive cycle of AI-driven solution launches to enhance WFM, employee engagement and agent intelligence that empowers contact centers as proactive intelligence hubs.

“We pioneered self-scheduling, multi-skill forecasting, and cloud-native WFM — now we’re leading again,” said Joel Martins, CTO of Calabrio. “Calabrio Workforce Intelligence is not AI bolted on. It is AI at the core. We’re creating the environment agents deserve, while giving leaders the agility, cost savings, and real-time visibility they need to outpace change and deliver transformational business outcomes.”

For more information on Calabrio Workforce Intelligence, click here.

About Calabrio

Calabrio powers people and businesses with actionable intelligence. Our AI-powered, cloud-native Calabrio ONE suite maximizes agent performance, turning every interaction into a strategic advantage. Trusted worldwide, our workforce and conversation intelligence solutions help teams work smarter, respond faster, and connect better to drive measurable business outcomes. Calabrio, Calabrio ONE, and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia.

Calabrio, Calabrio ONE, and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia.

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Contacts

Touchdown PR
[email protected]
(512) 599-4015

AI-driven automations of patient interactions could also save healthcare providers up to $1.1 million annually

MINNEAPOLIS, 14 AUGUST 2025

Calabrio, the workforce and conversation intelligence company, today announced the expansion of the CareAI healthcare project, which uses generative artificial intelligence (GenAI) to improve patient experiences by reducing time to care and staffing shortages, significantly improving experiences for patients and providers.

The Calabrio Canada-led CareAI initiative is the result of Calabrio’s Wysdom (the original partner in the CareAI initiative) acquisition. In the first year, CareAI addressed the 53% of patient inquiries tied to long wait times attributed to staffing shortages, reducing costs through automated recommendations. Additionally, the solution enhanced communication and improved efficiency by analyzing patient-provider transcripts for insights into empathy, professionalism and resolution quality.

Now in the second year of its partnership with healthcare leaders and DIGITAL, Canada’s Global Innovation Cluster for digital technologies, the expansion marks one of the first applications of healthcare-grade Quality Management to GenAI, with models trained to evaluate empathy, safety and clinical effectiveness of the AI agents. With human agents freed up to manage more complex interactions, CareAI equips healthcare organizations with the necessary oversight to deliver compliant, compassionate, high-quality virtual care at scale.

“Healthcare providers and patients deserve safe, easy to understand and timely interactions whether from a human or virtual agent,” said Dave Rhodes, CEO of Calabrio. “This partnership has allowed us to develop and deploy innovative solutions for patient care contact centers. Calabrio solutions like Auto QM and Trending Topics allow healthcare providers to deliver more consistent, empathetic and high-quality care at scale. These solutions are transforming the healthcare industry by addressing critical challenges with real-world, results-driven innovation.”

Calabrio’s solutions, specifically designed for healthcare, utilize domain-specific language and patient context to facilitate accurate communication between human and AI agents, to ultimately transform patient call data into proactive quality improvements. Collectively, these advancements establish CareAI as the leader in AI-driven healthcare transformation with significant benefits for healthcare providers such as automated quality assurance, actionable insights from patient conversations, and real-world cost savings and efficiency gains, that drive meaningful enhancements to patient care.

For more information about CareAI, click here.

About Calabrio

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.

Calabrio, Calabrio ONE, and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia.

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Contacts

• Touchdown PR
  [email protected]
  512-599-4015

The event also recognised Calabrio users’ remarkable accomplishments at the annual ONE Awards

Manchester, UK – June 11, 2025 – Calabrio, the workforce performance company, unveiled its next-generation Performance Management solution at the annual UK Customer Connect event in Manchester. This highly anticipated launch marks a pivotal moment in workforce optimisation, empowering contact centres to elevate agent performance and customer satisfaction through intelligent, data-driven insights.

Bringing together Calabrio customers, partners and thought leaders from across the region, UK Customer Connect is a two-day event of innovation, inspiration, and collaboration. The launch of Performance Management is a key highlight, giving attendees an exclusive first look at how Calabrio is transforming the way organisations support, coach, and celebrate agent performance in the modern contact centre.

“I’m thrilled to be here today as we announce our new Performance Management capabilities, designed to empower today’s evolving workforce,” said Dave Rhodes, CEO at Calabrio. “We don’t just connect quality evaluations, agent performance metrics, and coaching – we eliminate the clutter and deliver it all in one streamlined, intuitive solution. The result? Faster, smarter decisions and continuous improvement that actually sticks. Our platform delivers the quickest return on investment in the industry – no bloated systems, no steep learning curve, just real results.”

One Platform. One Intelligent Experience.

The Calabrio ONE suite surrounds agents with what they value most: visibility, recognition, and tools to grow. The new Performance Management solution eliminates the need for third-party tools with intelligence woven into every workflow, and elevates contact centres by:

• Driving consistent coaching with curated insights and auto-surfaced opportunities
• Giving agents ownership with on-demand visibility into goals, progress, and performance
• Recognising top performers and closing gaps using unified data
• Supporting agent growth with personalised feedback, recognition, and development tools
• Reducing manager workload with streamlined workflows and automated feedback loops

This innovative approach allows leaders to not only manage performance but inspire it – through visibility, actionable insights, and meaningful development opportunities.

Celebrating Excellence: Customer Connect Awards

Day one of UK Customer Connect ended on a high note as Calabrio hosted the annual Customer Connect ONE Awards, honouring standout organisations and individuals who have exemplified innovation, collaboration, and excellence across the customer experience landscape. Calabrio CEO Dave Rhodes was on hand to help present the Awards.

Congratulations to this year’s winners and nominees:

• The Champion: Callum Park, Resource Planner, Ascensos
• The Innovator: Marie Kent, Operations Planning Manager, Microsoft
• The Collaborator: Jamie Airey, GE, Resourcing, and MI Manager, UK Power Networks & Paul Gardner, Resource Planning Manager, Haier Smart Home
• The Agent Advocate: Gary Wainman, Workforce Management Analyst, Bennetts
• The WFM Guru: David Nisbet, Partner & Scheduling Planner, John Lewis Partnership
• The Data Visionary: Natalie Hart, Head of Voice Data Insights, Trailfinders

These awards reflect the outstanding efforts of Calabrio customers in shaping the future of the contact centre – through strategic use of data, advocacy, and agent-first practices.

For more information about Calabrio Performance Management visit: https://www.calabrio.com/products/performance-management/.

About Calabrio

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.

Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia. Follow us on LinkedIn. Follow us on X.

MINNEAPOLIS – June 11, 2025 – Calabrio, the workforce performance company, today introduced its new Performance Management solution at Customer Contact Week (CCW) Las Vegas 2025, one of the largest gatherings for customer experience professionals in North America. The Performance Management solution flips the script on siloed, reactive and often slow performance management with a unified platform that reduces attrition, increases productivity and optimizes customer outcomes.

“Today’s agents and managers don’t just need tools—they need an edge. Our Performance Management solution delivers just that,” said Dave Rhodes, CEO at Calabrio. “Everything they need, from performance data and coaching to quality reviews, is now in one streamlined, intuitive solution. It supercharges team performance with intelligent workflows, rapid decision-making and measurable impact. No complexity, no extra systems, just a better way to work.”

A Simpler, Smarter Way to Support Agents

The Calabrio ONE suite surrounds agents with what they value most: visibility, recognition and tools to grow. The new Performance Management solution empowers modern contact centers with simplified measurement, coaching and performance across teams to deliver elevated customer experiences.

• Shift from manual oversight to strategic coaching that increases agent productivity and supports skill development.
• Build a learning and development culture to reduce turnover and drive improved sales performance alongside better customer service.
• Use AI-powered tools to reduce agent burnout, streamline routine tasks, and help agents deliver consistent, high-quality interactions.

This innovative solution goes beyond training to address the full spectrum of contact center performance. It includes automated quality monitoring for consistent scoring and coaching insights, tools to identify emerging trends in customer interactions, real-time analytics to improve agent workflows, and features like Vacation Planner Pro and Activity Requests that help agents manage their schedules more efficiently.

Join Calabrio at CCW Las Vegas

Calabrio will showcase its new Performance Management solution at CCW Las Vegas, June 11–12. Product experts will be available at the event to discuss the solution’s features and address questions.

About Calabrio

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.

Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia. Follow us on LinkedIn. Follow us on X.

More than 70 new WEM features for Calabrio ONE suite being introduced in six-month period

MINNEAPOLIS – April 24, 2025 – Calabrio, the workforce performance company, today announced powerful AI enhancements to the Calabrio ONE suite, designed to help organizations streamline operations, improve agent engagement, and deliver exceptional customer experiences. These innovations remove friction from daily workflows, giving managers and agents the tools to work more efficiently while ensuring service excellence.

AI, now commonplace in contact centers, provides immense value. Calabrio’s 2025 State of the Contact Center Report found that managers expect AI and automation to support agent wellbeing, improve workplace culture, and enhance customer behavior analysis. By automating time-consuming tasks, providing deeper insights, and improving flexibility for agents, these groundbreaking features enable contact centers to operate with maximum efficiency. Managers can shift their focus from manual oversight to strategic improvements and simultaneously give agents the autonomy and support needed to perform at their best—reducing burnout and improving service quality.

“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 Calabrio ONE suite offers a range of advanced features designed to optimize operational efficiency and improve customer interactions, including the following key benefits:

• Auto QM: AI-driven quality management evaluates interactions for consistent scoring and quickly identifies coaching opportunities. Users can customize Generative AI prompts to meet unique business needs.
• Trending Topics: AI categorizes customer conversations into key themes, helping teams quickly spot trends, diagnose issues, and make data-driven improvements.
• Interaction Summary: AI-powered summaries offer an overview of customer interactions, supporting compliance and engagement.
• WFM Notifications: Real-time alerts keep agents and managers updated, enhancing visibility and planning.
• Vacation Planner Pro: Automated vacation bidding provides agents with fairness, compliance, transparency and control while reducing administrative tasks.
• Real-Time Desktop Analytics: Provides instant visibility into agent activity, helping managers identify workflow inefficiencies and enhance task optimization.
• Activity Requests for Calabrio WFM: Empowers agents with self-scheduling capabilities for pre-approved activities, driving operational efficiency.
• Periodization: Manages actual worked hours towards targeted work hours for a specified time frame per week and agent.

“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.”

These features are available now for Calabrio ONE users. For more information, click here.

Additional Resources; Blogs:

• Workforce Innovation That Works for You: How Leading Contact Centers Are Staying Ahead in 2025
• Empowering Contact Centers with Intelligent Insights: The “Why” Behind Calabrio’s Conversation Intelligence Innovations
• Clarity in the Chaos: How Contact Centers Are Turning Data into Direction with Calabrio Insights

Additional Resources:

• Analytics
• Workforce Management
• Clarity in the Chaos: How Contact Centers Are Turning Data into Direction with Calabrio Insights
  Apr. 23, 2025
  READ MORE
• Empow ering Contact Centers with Intelligent Insights: The “Why” Behind Calabrio’s Conversation Intelligence Innovations
  Apr. 23, 2025
  READ MORE
• Workforce Innovation That Works for You: How Leading Contact Centers Are Staying Ahead in 2025
  Apr. 23, 2025
  READ MORE

About Calabrio

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.
Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia. Follow us on LinkedIn. Follow us on X.