Calabrio Workforce Intelligence establishes a new category, moving beyond traditional WFM to deliver agility, scalability, and unparalleled performance for today’s dynamic contact centre environments.
Calabrio, the workforce and conversation intelligence company, has announced its Workforce Intelligence solution at its annual Calabrio Customer Connect (C3) event, offering AI-powered workforce management (WFM) that humanises the customer experience.
This solution integrates artificial intelligence (AI) to drive optimisation, enabling a faster, adaptive, more agile workforce.
Calabrio Workforce Intelligence establishes a new category, moving beyond traditional WFM to deliver agility, scalability, and unparalleled performance for today’s dynamic contact centre 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 that call centre organisations can turn into measurable value.
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“We have always viewed workforce management as agent-first, prioritising 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 jobs while emphasising the human touch in customer interactions.”
Calabrio Workforce Intelligence addresses the major trends shaping the modern contact centre – 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.
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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 centres 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.”
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