Calabrio Launches Workforce Intelligence to Redefine AI-Powered WFM
Calabrio, a leading workforce and conversation intelligence company, unveiled its new Workforce Intelligence solution at the Calabrio Customer Connect (C3) event. This AI-powered platform transforms workforce management (WFM) by combining automation, agility, and scalability to improve customer and employee experiences.
Unlike traditional WFM systems that remain static and fragmented, Calabrio Workforce Intelligence is cloud-native and enterprise-grade. It continuously learns and adapts, enabling forecasting, scheduling, and coaching in real time. Consequently, call centers can deliver measurable value while enhancing agent performance.
Dave Rhodes, CEO of Calabrio, emphasized the company’s vision: “We have always viewed workforce management as agent-first. With Workforce Intelligence, we enhance accuracy, reduce manual effort, and provide faster time-to-value. Our solution empowers agents with intelligence and insights while maintaining the human touch in customer interactions.”
Addressing Modern Contact Center Challenges
The platform tackles major challenges shaping today’s contact centers, including customer expectations, omnichannel support, workforce volatility, and employee retention.
Core features of Calabrio Workforce Intelligence include:
- Flexibility and cost efficiency: Improves forecasting accuracy, reduces manual tasks, and enhances agent experience.
- Autonomous decision-making: Increases agility, reduces human error, and lets WFM teams focus on strategy and growth.
- Digital WFM guru: Simplifies decision-making with an easy-to-learn, AI-driven platform.
Additionally, Calabrio launched Agent Assist, its Gen-AI assistant embedded within the WFM platform. This tool allows agents to manage schedules, request time off, and check shifts using natural language.
Joel Martins, CTO of Calabrio, explained: “Calabrio Workforce Intelligence is not AI bolted on. It is AI at the core. We’re building an environment agents deserve while giving leaders the agility, cost savings, and real-time visibility needed to outpace change.”
AI at the Core of Workforce Transformation
The launch marks the beginning of an aggressive cycle of AI-driven enhancements. These updates aim to advance WFM, boost employee engagement, and position contact centers as proactive intelligence hubs. By embedding AI into the foundation, Calabrio Workforce Intelligence is redefining the future of workforce management for the AI era.
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News Source: Businesswire.com
