Calabrio WFM Software
Calabrio Workforce Management
Speed deployment of AI-powered WFM capabilities designed for the inbound contact centers looking for ease of use and speed to value.
AI Business Outcomes from Verint Customers
$500K+ Saved
Paychex drove 20% adherence growth and a 45% increase in intraday optimization, saving $500K+ annually in productivity improvements with Calabrio Workforce Management.
25% reduction in agent attrition
GE Appliances reduced agent attrition by 25%, cost per call by 15%, and increased schedule by 20% with Calabrio Workforce Management.
AI-powered business outcomes with Calabrio Workforce Management
15%-20%
Increase in adherence.
20%-30%
Decrease in attrition.
7%-10%
Increase in scheduling efficiency.
What is Calabrio Workforce Management?
Calabrio Workforce Management (WFM) is a software solution designed to accelerate the workforce management tasks that contact centers traditionally have had to complete manually, such as forecasting customer interaction volume, scheduling agents, and managing intraday schedule adjustments.
Calabrio WFM is easy to adopt and even easier to love. It simplifies daily tasks for agents and leaders alike. Easily set schedules that meet your service goals and keep agents satisfied.
Effective workforce management is essential to help contact centers:
- Ensure agents are available at the right time, with the right skills, to handle customer inquiries
- Maximize employee productivity
- Improve operational costs and efficiency.
Who will benefit from Calabrio Workforce Management?
Inbound contact centers who have outgrown their manual forecasting and scheduling tools, both in size and/or complexity, and are looking to start their WFM automation journey. These organizations are looking for full WFM capabilities, but with fast deployment, ease of use, and the ability to balance the needs of the organization and the employee experience.
Calabrio WFM key features
Precision forecasting. Peace of mind for managers
Maintain optimal staffing no matter your experience with intelligent forecasting. AI- and machine learning-driven tools mine your historical data to understand seasonality, identify long-term and emerging trends, and even anticipate sudden changes. Calabrio WFM delivers unparalleled accuracy so you can keep up with customer demand while lowering costs and attrition.
Set optimized schedules in just seconds
Build optimized agent schedules at scale in only six clicks! Calabrio’s powerful multi-skill scheduling-optimization engine accounts for work-hour legislation, demand, employee requests, and more. Ensure the right agents are available when and where they’re needed, whether you’re managing 50 agents or 50,000.
Adjust and avoid inefficiency on the fly
Instantly react to volume surges and downturns with intuitive, agile intraday scheduling tools. Monitor key traffic, performance, and staffing metrics from a 30,000-foot view and drill down to granular, interval-level details in a single click. Monitor employee status with customizable overviews and rapidly respond to critical issues with intelligent, real-time alerts.
Offer agents flexibility and control
Happy agents mean more happy customers. Support better work-life balance and empower employees with seamless flexible self-scheduling tools that streamline shift planning and bidding. Make it easier than ever to balance employee needs, operational needs, and customer demands. Agents can use the My Time Mobile App to access and manage schedules, giving them a voice in their schedule, no matter where they’re working.
Detect and correct problems immediately
Monitor employee status with customizable overviews – in real time. With real-time adherence software, managers can view agent adherence to schedules and compare them with live ACD status, which makes tracking adherence and adjusting schedules effortless. Get flag-up messages as soon as schedules are in danger of being breached with automated alarms so you can maintain service-level targets throughout the day. Users can view historical adherence to spot behavioral patterns, as well as approve out-of-adherence.
Work-life balance in focus
Calabrio’s employee-empowering self-service portal, MyTime, allows agents to stay informed of their upcoming schedules and any changes. MyTime creates a direct communication pathway between supervisors, resource planners, and agents to provide cross-organization coordination aimed at ensuring targeted service levels. The mobile app can be accessed 24/7 from almost anywhere via iOS/Android or web-based devices.
See how Calabrio WFM works
Explore the AI-powered Calabrio Workforce Management solution with an interactive demo.
The next evolution of Calabrio WFM – Calabrio Workforce Intelligence
Calabrio Workforce Intelligence is the next generation of Calabrio WFM, built with AI at its core. It combines real-time automation, adaptive forecasting, and agent-first design to drive performance, agility, and engagement in modern contact centers.
Organizations experiencing high agent turnover, struggling with manual WFM processes, dealing with rigid legacy systems, or seeking to improve operational agility are ideal candidates. If you’re spending significant time on manual adjustments and firefighting rather than strategic planning, Calabrio Workforce Intelligence can help.
Feature case studies
Frequently asked questions
Yes, absolutely. Verint has confirmed that Calabrio solutions will be supported and enhanced as part of the Verint CX Automation Platform. Both platforms, Verint and Calabrio, are fully supported and will continue to be enhanced. That’s not a transition message; it’s an operating commitment to the thousands of organizations and hundreds of thousands of agents who rely on these platforms every day. Customers can continue using Calabrio WFM with no forced migration or disruption.
Calabrio WFM offers all the functionality of WFM (forecasting, planning, scheduling, intraday management), with streamlined workflows and a quick to deploy, ease to use interface. The solution is ideal for organizations wanting to move from manual processes to automated WFM. Verint WFM is designed for enterprises that have deeper structural, governance, regional labor laws, diverse operational needs, and require advanced employee flexibility.
Calabrio WFM integrates with hundreds of platforms and a broad range of leading CCaaS platforms. Supported integrations include Amazon Connect, Cisco Webex Contact Center, Five9, Talkdesk, RingCentral Ring CX and 8×8 Contact Center among others. If a specific platform is not listed, Calabrio’s Professional Services team can be engaged to explore options.
Implementation timelines vary depending on environment complexity, but Calabrio WFM is built for speed and flexibility. Most implementations will be completed over the course of just a few weeks. Calabrio’s certified support engineers have decades of cumulative contact center application experience and receive consistently high marks for their technical ability and responsiveness, supporting both on-premises and SaaS deployments. For specifics, your Verint account team can help scope a timeline based on your environment.
Calabrio WFM has Performance Management scorecards and dashboards embedded in the solution. Quality management and advanced analytics capabilities are available as additional solutions. Combined, these solutions give organizations the data insights they need to maximize the utilization, performance, and productivity of their most valuable resource, their people. Visit the Verint Quality Automation and Verint CX Analytics pages to learn more about these complementary solutions.
Contact us about Calabario WFM today!
Get started on your AI-powered WFM Journey with Calabrio WFM. Contact us to learn more!
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