Calabrio has introduced its new Workforce Intelligence solution at the annual Calabrio Customer Connect (C3) event, positioning it as a next-generation workforce management (WFM) platform built for the AI era. Unlike traditional WFM systems that are static and fragmented, Calabrio’s solution is cloud-native, enterprise-grade, continuously learning, and designed to drive agility, scalability, and performance across modern contact centers. By leveraging AI for forecasting, scheduling, intraday management, and coaching, the platform enables real-time adaptability and improved efficiency while prioritizing the human element of customer service.
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“We have always viewed workforce management as agent-first, prioritizing the human element of customer service,” said Dave Rhodes, CEO of 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.” The solution also addresses rising customer expectations, omnichannel support, workforce volatility, and employee retention with features that reduce manual tasks, support autonomous decision-making, and provide agents with AI-powered tools like Agent Assist, a Gen-AI assistant embedded within the platform.
