Calabrio, the workforce performance company, 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.
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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.”
SOURCE: Businesswire