Calabrio Release Notes

Agents report stronger communication, more development opportunities and a renewed sense of purpose as technology reshapes their work

MINNEAPOLIS, MN — January 26, 2026 – Calabrio, the workforce and conversation intelligence company, today released findings from its latest The Voice of the Agent Report, revealing an industry in the midst of profound change with a rising human-AI tension defining the modern contact center.

Once seen as a high-pressure job focused on scripts and speed, the contact center role has evolved into a skilled professional that must balance human empathy with an increasing digital world.

The Voice of the Agent is Calabrio’s annual study exploring how contact center professionals feel about their work, wellbeing and the tools shaping their future. This year’s survey spans more than 500 professionals across Europe and, for the first time, North America. It captures a workforce that is emotionally intelligent and resilient, but also hungry for more support as artificial intelligence (AI) transforms the day-to-day experience.

“Agents are finding their rhythm again,” said Dave Rhodes, CEO, Calabrio. “They’re proud of the work they do, and that tells us investments in leadership and development are paying off. But this evolution brings new pressures too. Sustaining progress now means rethinking what ‘support’ looks like—pairing human empathy with smarter tools, clearer training and a genuine emphasis on wellbeing, so technology empowers people rather than exhausts them.”

Even as optimism grows, agents are still divided on the role of AI. The report found an emerging “AI Confidence Gap.” While 44% of agents say AI tools make their work easier, 55% remain unclear or concerned about how automation might change their jobs. Only one in three agents knows which of their systems use AI, and 40% have not received any related training. The takeaway is clear; success with AI depends as much on education, transparency and trust as it does on technology. When agents understand how these tools help rather than replace them, AI becomes an enabler of the human connection that defines great customer service.

Rhodes points out, “The next phase of transformation isn’t about deploying AI, it’s about demystifying it for both agents and consumers.”

Highlights from the Voice of the Agent 2025 Report

• Agents Are Redefining the Profession: More agents see their jobs as meaningful. 75% would recommend this work to a friend, and 68% feel proud of their role. Nearly half (47%) now consider contact center work a long-term career path—a shift from its old “stepping-stone” stereotype.
• Manager Connection Builds Trust: Monthly check-ins with managers have become the norm for 67% of agents, up from 49% last year. As one-on-one conversations grow more frequent, trust and alignment between agents and leaders are strengthening.
• Training and Development Fuel Motivation: Regular coaching and training sessions reach 70% of agents, and 69% say it makes a real difference. Continuous learning fuels motivation and empowers agents to grow alongside customers’ evolving needs.
• Work-Life Balance Takes Center Stage: Management is putting work-life balance front and center: 75% of agents feel supported here (up from 67%). 79% can take breaks after tough calls, and 77% say their time-off requests are approved. It’s proof that flexibility and wellbeing are leadership priorities, more than an HR metric.
• Pay Slows, but Support and Culture Carry weight: Just over half of agents (52%) received a pay increase this year, a steady drop from 79% in 2024. Despite that, support from management (59%) and a positive team culture (54%) remain the biggest drivers of happiness, showing that recognition and trust can matter as much as compensation.
• Career Visibility on the Rise: Nearly half (47%) of agents now have a defined career progression plan (up 38%), and 55% say they understand their growth opportunities. Greater transparency is helping agents see a future in the industry and stay.
• Connection and Culture Rebounding: Team connection is slowly improving. Only 32% say their team never has social activities (down from 38%). Hybrid teams are finding ways to rebuild a strong sense of belonging.

The People Behind the Performance

The year’s report paints a picture of a profession that’s maturing—one where empathy and expertise sit side by side with automation. As routine tasks fade, agents are stepping up for the conversations that matter most: the complex, emotional, human ones.

“Agent experience and customer experience are inseparable,” added Rhodes. “The next big leap isn’t about more technology. It’s about confidence. When organizations invest in transparency, training and trust, agents can use AI to do what they do best: connect with customers. That’s the future we are helping build.”

Availability

The full Voice of the Agent 2025 Report is now available for free download at https://www.calabrio.com/voice-of-the-agent/.

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.

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A vendor-agnostic intelligence layer within Calabrio ONE for consistent quality governance, already available for customers

MINNEAPOLIS, MN — January 15, 2026 – Calabrio, the workforce and conversation intelligence company, today announced the Calabrio Omni Agent Intelligence, already in the market and available for Calabrio ONE customers. This new omni-agent quality and AI intelligence feature is integrated within Calabrio ONE, providing a single, vendor-agnostic view of quality performance across human and AI agents. The solution supports all contact center as a service (CCaaS), customer relationship management (CRM), information technology service management (ITSM) and AI agent platforms.

Today, customer service relies on a blended workforce of human and AI agents, supported by AI assistants, operating across multiple systems. However, many organizations continue to assess quality and performance separately for each platform. This fragmented approach gives leaders only a limited understanding of the entire customer journey and restricts their insight into how well automation is functioning.

Omni Agent Intelligence provides a unified AI quality layer connecting any CCaaS, CRM, ITSM and AI agent platform. Calabrio standardizes interaction data for a single view of all agents’ impact on outcomes, supporting QM, CX and automation leaders across the customer experience.

“With customer service now relying on a mix of people, AI agents and automation, it’s clear we can’t keep treating these parts separately,” said Dave Rhodes, CEO of Calabrio. “Omni Agent Intelligence lets leaders finally see the whole picture—how their teams and technology work together, so they can raise the bar on quality, truly measure how AI is performing, and base decisions on real insight instead of guesswork. This is about moving forward with purpose as AI takes its place at the heart of service.”

Govern Quality Across Platforms, Not Just Within One

Unlike platform-specific analytics that focus primarily on what happens inside a single vendor environment, Omni Agent Intelligence is designed to govern performance across many stacks. It applies a shared quality framework to AI and human agents, while allowing criteria to be tailored by agent type. This allows organizations to score, compare and improve performance consistently across channels and technologies.

Omni Agent Intelligence connects AI-agent actions with human workload, sentiment, handle times and outcomes, enabling teams to spot issues like poor handoffs and automation problems early. This leads to greater AI accountability, improved customer experience and more efficient operations.

One View as the Tech Stack Evolves

As organizations adopt AI agents from various sources across multiple CCaaS platforms, technology stacks shift frequently. Omni Agent Intelligence adapts to these changes, ensuring consistent measurement of quality and performance regardless of platform updates.

Delivered within Calabrio ONE, Omni Agent Intelligence elevates quality management into a true control tower for modern service operations, replacing fragile, custom business intelligence projects with a productized, governance intelligence layer owned by QM and CX teams.

Strategic Benefits Include:

• Day-one visibility out of the box: Instantly view human agents and AI agents together along with trending topics, sentiment, QM scores and AHT, without needing custom reports or business intelligence projects.
• Improved Customer Experiences: Address quality issues across AI and human agents, streamline handoffs and enhance interactions to reduce escalations and increase satisfaction.
• Maximize ROI: Evaluate the impact of AI agents on key outcomes such as workload, customer sentiment and handling times to optimize investments, identify effective automation areas and allocate staff effectively.
• Quicker, clearer decisions: Implement a unified quality framework for AI and human agents, enabling teams to consistently evaluate and compare performance across diverse channels and technologies, minimizing discrepancies found in vendor-specific reports.
• Minimize Operational and Compliance Risks: Implementing a unified Auto QM engine enables scalable evaluations and helps detect issues, such as poor AI agent performance and unmet requirements, early, preventing them from impacting a large customer base.
• Future-Proof Flexibility: Ensure reliable measurement of quality and performance as organizations evolve by integrating or replacing CCaaS, CRM, ITSM and AI agent platforms, without the need to restructure quality programs or compromising continuity.

Availability

Calabrio Omni Agent Intelligence is available now to Calabrio ONE customers. For more information or to see it in action visit https://www.calabrio.com/products/calabrio-analytics/omni-agent-intelligence/.

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.

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Independent validation of Calabrio’s AI Management System underscores leadership in ethical AI governance, empowering customers with confidence, compliance and scalable innovation

MINNEAPOLIS, MN — January 13, 2026 – Calabrio, the workforce performance company, today announced its AI Management System is now certified to ISO 42001:2023, the world’s first global standard for artificial intelligence management.

Calabrio’s ISO 42001:2023 certification provides independent validation of its responsible approach to AI governance, giving customers confidence in adopting, scalable, compliant AI solutions through a structure, auditable framework for designing, deploying and monitoring AI systems responsibly.

“Trust is the foundation of responsible AI,” said Dave Rhodes, CEO of Calabrio. “This Certification demonstrates our commitment to integrity, accountability and transparency. These values drive innovation and customer confidence as organizations embrace AI to enhance customer and employee experiences.”

Building Confidence in Responsible AI Adoption

As organizations navigate accelerating AI adoption alongside evolving global regulations, Calabrio’s ISO 42001:2023 certification provides customers with clear, independent assurance that AI governance and compliance are managed responsibly and effectively. Benefits include:

• Greate confidence in AI adoption through disciplined, transparent governance aligned with global standard
• Lower compliance and governance burden as regulations evolve
• Scalable innovation, with consistent design, validation, deployment and monitoring of AI capabilities
• Market differentiation by proactively adopting emerging AI standards

This milestone empowers customers to adopt advanced AI solutions with greater confidence, enabling them to manage risk and safeguard both human and digital investments.

A Future-Ready Approach to AI Governance

Calabrio’s ISO 42001:2023 certification positions the company as an early adopter shaping global best practices for responsible AI management. This disciplined, auditable governance framework enables organizations to scale AI responsibly, modernizing customer experience operations and build long-term trust.

For more information on Calabrio’s approach to AI governance, visit: https://www.calabrio.com/blog/ai-governance-approach/.

About ISO 42001:2023

ISO 42001:2023 is the first international standard for AI management systems. The standard establishes requirements for organizations to design, validate, deploy and monitor AI systems responsibly, including risk management, human oversight, data governance, transparency, and continuous monitoring and improvement. Certification to ISO 42001 provides independent assurance that an organization’s AI governance practices meet internationally recognized requirements.

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.

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Release Notes: Calabrio ONE Version 11.5

Last Updated: December 12, 2025

These notes list new features and bug fixes for Calabrio ONE Version 11.5.

IMPORTANT Customers with Transcription Server version 7.3 should update to version 7.4 to fix a bug that affects transcription accuracy. See the Calabrio ONE Installation Guide for On-Premises Deployments for instructions to verify your Transcription Server version and upgrade the Transcription Server.

IMPORTANT For transcription to continue working on Calabrio ONE version 11.5.37 or higher, your Transcription Server must be version 7.0 or 7.1. See the Calabrio ONE Installation Guide for On-Premises Deployments for instructions to upgrade the Transcription Server.

MINNEAPOLIS, MN — November 19, 2025 – Calabrio, the workforce and conversation intelligence company, today announced the availability of its flagship Workforce Management (WFM) solution in the Microsoft Marketplace. This listing gives Microsoft customers streamlined access to Calabrio WFM, enabling seamless deployment within their Azure environments and the ability to apply Microsoft Azure Consumption Commitment (MACC) funds.

This milestone strengthens Calabrio’s collaboration with Microsoft and marks a key step in delivering full-suite interoperability between Calabrio ONE and Microsoft Dynamics 365 Customer Service and Dynamics 365 Contact Center. The full integration of Calabrio ONE, including Workforce Management, Quality Management, Analytics, and Performance Management is now generally available in the Microsoft ecosystem, delivering a complete workforce engagement suite for modern contact centers.

“Calabrio WFM in the Microsoft Marketplace makes it easier for contact centers to optimize staffing and performance using the tools they already trust,” said Raj Shankar, SVP of Product at Calabrio. “And with our full-suite integration with Microsoft Dynamics 365 Customer Service and Contact Center underway, we’re unlocking even greater value for customers through a fully connected, enterprise-grade WEM experience.”

Smarter Workforce Management, Built for Microsoft Environments

Calabrio WFM empowers contact centers to:

• Optimize staffing with AI-powered forecasting and real-time scheduling
• Increase agent engagement through self-service tools and personalized coaching
• Deliver consistent experiences across all customer interaction channels
• Access actionable insights through real-time dashboards and embedded analytics
• Automate compliance and scheduling with flexible, cloud-based tools

Built for the Future of Work

Calabrio ONE is a unified workforce engagement management platform that includes WFM, Quality Management, Analytics, and Performance Management. The expanded integration with Microsoft Dynamics 365 Customer Service and Dynamics 365 Contact Center will bring all of these capabilities into a single, seamless experience—designed for hybrid, AI-enabled contact centers of the future.

“We’re pleased to welcome Calabrio WFM to Microsoft Marketplace,” said Cyril Belikoff, vice president, Microsoft Azure Product Marketing. “Marketplace connects trusted solutions from global partners with customers worldwide, making it easy to find and deploy apps that work seamlessly with Microsoft products.”

Microsoft Marketplace is a single destination to find, try, and buy trusted cloud solutions, AI apps, and agents to meet your business objectives. Choose from a growing collection of solutions tailored to your unique needs, available both in the marketplace and directly within Microsoft products.

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.

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• Alexis Zotalis
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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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Touchdown PR
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(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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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.