Calabrio has rolled out a new wave of AI capabilities within its Calabrio ONE suite. These enhancements streamline daily operations, boost agent morale, and foster outstanding customer experiences. By integrating smarter automation and deeper analytics, Calabrio aims to eliminate common workflow bottlenecks and equip contact centres with strategic, efficient management tools.
“AI is here to stay and it’s quickly changing the game,” said Dave Rhodes, CEO of Calabrio. “Calabrio has made very thoughtful investments to create AI-driven features– not just for the sake of AI – but for the humans who use them. The purpose is to help agents more easily and successfully improve the customer experience. Much like the evolution from handwritten letters to email, our AI-powered Quality Management (Auto QM) is poised to redefine traditional methodologies, delivering immediate value and powerful outcomes on day one.”
AI has become vital in modern contact centres, providing automation and meaningful support for agents and supervisors. According to Calabrio’s 2025 State of the Contact Centre Report, industry leaders count on AI to improve workplace culture, support agent well-being, and drive actionable insights into customer behaviour. The new features in Calabrio ONE reflect that shift, allowing contact centres to move beyond manual tasks and toward more impactful engagement and decision-making.
More control and less stress
Among the highlights of the updated suite is Auto QM, which uses AI to score interactions with consistent accuracy and identify coaching moments. Customisable generative AI prompts allow organisations to align quality evaluations with their unique goals. Trending Topics lets users tap into customer conversations, surfacing real-time themes and emerging issues so teams can act quickly and intelligently.
Another key addition is Interaction Summary, where AI-generated recaps help teams maintain compliance while quickly understanding the context and tone of each conversation. In addition, the new WFM Notifications keep agents and managers in the loop with live alerts, enhancing responsiveness and day-to-day planning.
The upgraded Vacation Planner Pro streamlines time-off management with automated bidding that balances fairness, compliance, and transparency while reducing manual oversight. Real-Time Desktop Analytics provides immediate insight into agent workflows, helping managers pinpoint inefficiencies and optimise performance.
Additional features like Activity Requests give agents more control over their schedules through self-service tools, and Periodization offers precise tracking of worked hours against weekly targets for better time management.
These intelligent upgrades give managers the bandwidth to focus on strategy, while agents receive the autonomy and support needed to thrive, creating a stronger, more resilient service environment for all.