Calabrio Workforce Management (WFM)

Calabrio is a sophisticated Workforce Management (WFM) solution designed for the modern contact center and workforce. Through employee empowerment tools, smart forecasting & scheduling, intelligent automation, reporting, and global support, Calabrio’s WFM solution with Microsoft Contact Center addresses the acute needs organizations face in today’s challenging environment while helping navigate the evolving future of work.

Calabrio WFM supports delivery of seamless experiences for customers, agents, and contact center managers—no matter where agents are working, remotely, on-location, or a hybrid mix.

Benefits:

Create smarter schedules - With precise forecasts in place, skilled agents are placed when and where they're needed. Dynamic Resource Allocation allows automated scheduling and handles complex, multiskill scheduling optimization in minutes.

Accelerate Admin Workflows - Free up manager time with automation and offload admin tasks. Simplify approval workflows using advanced, rules-based logic, giving managers more time to focus on agent coaching and engagement.

Build effective staffing models - Anticipate and adapt to call volume in real-time. Automatically harness historical data to ensure readiness for spikes and lulls. Respond to dynamic surges or ebbs with intraday scheduling tools to maintain optimal service levels and prevent overstaffing.

Engage and retain agents - Empower agents with self-service scheduling simplicity. Enable agents to take control of their work-life balance through a convenient mobile app that lets them build schedules, move lunches and breaks, trade shifts, and make time-off requests, or even with the use of an AI-Bot agent assistant.

To learn more, or for complex orders of greater than 100 seats, please contact Calabrio directly.

Professional services and training must be purchased through Calabrio. Please visit https://www.calabrio.com/professional-services for more information.