Workforce Engagement Management Software

Free your supervisors from repetitive tasks and offer your agents faster, personalized self-service across all their daily scheduling needs.  

Calabrio Agent Assist, our agentic AI-powered workforce assistant, offers agents faster, seamless self-service across all their daily scheduling needs. Agent Assist frees supervisors from repetitive core scheduling tasks—like time-off requests, shift inquiries, and overtime volunteering—and gives agents compliant, context-aware answers in over 50 languages based on business rules and real-time conditions.

Focus your efforts on the call drivers and issues that matter most to your customers with an AI-powered Trending Topics tool. 

Automatically organize tens of thousands of interactions into a manageable list of around 150-200 topics, sorted by frequency. Rapidly investigate and identify root causes of common issues. Plus, track topic-based performance and trends to understand campaign effectiveness. 

Train smarter and elevate experiences with actionable emotional intelligence. Understand how customers feel—and why—using GenAI-powered sentiment analysis. 

Rather than rely on low-response post-call surveys, get to the bottom of your CSAT scores with sentiment analysis of every interaction. Calabrio Advanced Sentiment separates customer and agent sentiments and ties every score to specific words, phrases, or behaviors. Coaches and QA analysts get a clear picture of what drives positive and negative experiences—and trustworthy, granular insights they can act on immediately.

Eliminate time-consuming after-call work and unlock key conversation insights effortlessly with accurate, GenAI-powered summaries of every interaction.  

Let agents engage customers while coaches concentrate on coaching. Interaction Summary cuts tedious post-call wrap-up and accelerates review time to empower agents with instant, actionable feedback and make it easier for coaches to quickly identify areas where teams need additional support.