Calabrio launches AI-driven workforce solution for contact centres
Calabrio has announced the launch of its Workforce Intelligence solution, a cloud-native workforce management platform integrating artificial intelligence to support contact centres in streamlining operations and improving agent performance.
The Workforce Intelligence solution is designed to address the shortcomings of existing workforce management (WFM) systems, which are seen as outdated and restricted to limited AI functionalities. Calabrio's new platform aims to provide real-time adaptability, scalability, and enhanced performance for contact centres operating in rapidly changing environments.
Forecasting, scheduling, intraday management, and coaching are central functions within the new suite, all powered by AI intelligence that responds and adapts in real time. This approach is intended to enable organisations to convert operational results into measurable value.
Dave Rhodes, Chief Executive Officer at Calabrio, stated the company's agent-centred approach to workforce management, emphasising a balance between technology and the human element in customer service.
"We have always viewed workforce management as agent-first, prioritizing the human element of customer service," said Dave Rhodes, CEO, 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 responds to several key trends facing the contact centre sector, such as heightened customer expectations, the necessity of omnichannel support, the challenge of retaining highly skilled staff, and ongoing workforce volatility.
Among the highlighted features are enhanced forecasting accuracy, reduced reliance on manual input, and a focus on creating a more flexible and efficient working environment for agents. The autonomous decision-making capability is intended to allow WFM teams to devote more attention to strategic initiatives, performance improvement, and organisational growth. Calabrio describes the suite as a "Digital WFM guru" aimed at improving the learning curve and facilitating quicker, more informed decisions.
The rollout of Calabrio Workforce Intelligence includes the initial integration of Agent Assist, the company's generative AI assistant. Embedded within the WFM platform, Agent Assist provides agents with the ability to manage schedules using natural language interactions. This includes options such as requesting time off, volunteering for overtime, and reviewing shift information through conversational interfaces.
Joel Martins, Chief Technology Officer at Calabrio, clarified the approach taken to the integration of AI within the new solution.
"We pioneered self-scheduling, multi-skill forecasting, and cloud-native WFM - now we're leading again," said Joel Martins, CTO of Calabrio. "Calabrio Workforce Intelligence is not AI bolted on. It is AI at the core. We're creating the environment agents deserve, while giving leaders the agility, cost savings, and real-time visibility they need to outpace change and deliver transformational business outcomes."
The release of Agent Assist marks the beginning of a period in which Calabrio plans to introduce a series of AI-driven enhancements to its WFM solutions. The objective, according to the company, is to enable contact centres to evolve into proactive intelligence hubs, with increased focus on employee engagement and the effective application of agent intelligence.
The Workforce Intelligence suite is positioned by Calabrio as a new category within WFM - seeking to move beyond traditional boundaries and address the contemporary challenges faced by contact centres and their staff in a systematic, technology-assisted way.
