Calabrio Unveils AI-Powered Workforce Intelligence Platform

Calabrio, a leader in workforce and conversation intelligence, has unveiled its Workforce Intelligence solution during its annual Calabrio Customer Connect (C3) event. This new platform introduces AI-powered workforce management (WFM) designed to modernize customer experience while empowering employees. By embedding artificial intelligence at its core, the solution drives greater optimization, agility, and adaptability for today’s fast-changing contact center environments.

Unlike legacy WFM systemsoften static, fragmented, and reliant on basic AI add-onsCalabrio Workforce Intelligence is cloud-native, enterprise-grade, and continuously learning. It goes beyond traditional workforce management to create a new category centered on scalability and performance. Forecasting, scheduling, intraday management, and coaching are now powered by intelligence that predicts, adapts, and acts in real time. The result is measurable value that contact centers can directly translate into business outcomes.

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Dave Rhodes, CEO of Calabrio, explained the company’s vision. “We have always viewed workforce management as agent-first, prioritizing the human element of customer service,” he said. “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.”

Addressing Modern Contact Center Challenges

The launch of Workforce Intelligence comes as contact centers face a wave of new challenges: rising customer expectations, omnichannel engagement, difficulty retaining talent, and workforce volatility. To address these, Calabrio has built features that deliver tangible benefits, including:

• Flexibility and cost efficiency – Higher forecasting accuracy, reduced manual effort, and improved agent experience.

• Autonomous decision-making – Enhanced agility, fewer errors, and more time for WFM teams to focus on growth and strategy.

• Digital WFM guru – Simplified user experience that accelerates learning and enables faster, smarter decisions.

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AI at the Core with Agent Assist

The rollout begins with the integration of Agent Assist, Calabrio’s Gen-AI assistant, directly into the Workforce Intelligence platform. This assistant allows agents to manage their schedules via natural language conversations. Employees can request time off, sign up for overtime, or check shifts seamlessly, without friction. This debut also marks the beginning of an ambitious cycle of AI-driven innovations aimed at advancing WFM, employee engagement, and agent empowermenttransforming contact centers into proactive intelligence hubs.

Joel Martins, CTO of Calabrio, emphasized the company’s continued leadership. “We pioneered self-scheduling, multi-skill forecasting, and cloud-native WFM – now we’re leading again,” he said. “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.”

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With this launch, Calabrio is reshaping the future of workforce management by combining AI-driven intelligence with a human-first approach, enabling businesses to deliver seamless, efficient, and customer-centric experiences.

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