Calabrio launches unified platform to boost contact centre teams

Calabrio has introduced a new Performance Management solution intended to streamline and unify employee management processes in contact centres.

The new platform, part of the Calabrio ONE suite, is designed to address challenges associated with traditional performance management, such as siloed and reactive practices, by providing a single interface for performance data, quality reviews, and coaching.

Calabrio's goal with this release is to reduce agent attrition, increase overall productivity and optimise the outcomes for customers by offering a more cohesive approach to workforce management.

Unified platform

Dave Rhodes, Chief Executive Officer at Calabrio, said the new solution was developed in response to the needs of both agents and managers, aiming to provide a practical and efficient system for improving team performance.

"Today's agents and managers don't just need tools – they need an edge. Our Performance Management solution delivers just that. Everything they need, from performance data and coaching to quality reviews, is now in one streamlined, intuitive solution. It supercharges team performance with intelligent workflows, rapid decision-making, and measurable impact. No complexity, no extra systems, just a better way to work."

The unified interface is intended to minimise the number of systems agents and supervisors must navigate, supporting daily tasks through a consolidated set of features and real-time access to metrics.

Agent support and recognition

The Calabrio ONE suite focuses on providing agents (the human type) with visibility, recognition and tools for personal development. According to the company, this approach is meant to foster an environment where agents can both see their progress and access resources for ongoing improvement.

The new Performance Management tools offer organisations the capacity to shift from manual oversight and individual monitoring to more strategic coaching practices. This transition aims to facilitate skills development and reduce turnover, while supporting better service delivery and overall sales performance.

Incorporating AI and automation

A key component of the solution is the use of artificial intelligence to automate quality monitoring, deliver coaching insights, and help identify new trends in customer interactions. Automated scoring and real-time analytics provide supervisors with immediate feedback and allow for more responsive support to agents on the front line.

The platform also includes features for everyday operational management, such as Vacation Planner Pro and Activity Requests, designed to help agents more efficiently manage their schedules. These additions are meant to ease routine tasks and help alleviate agent burnout, a reported issue within the sector.

Calabrio states that the integration of learning and development tools is central to the platform, promoting a culture that values ongoing training and feedback rather than focusing solely on periodic reviews.

Supporting measurable outcomes

The company believes this new approach to performance management will allow contact centres to both improve customer service and operational efficiency in a measurable way. By having data, coaching, and quality assessments within a single system, organisations are expected to benefit from enhanced insight into team and individual performance.

The full breadth of the solution is available as part of Calabrio ONE's workforce performance suite, which is aimed at bringing workforce optimisation, agent engagement, and business intelligence tools under one cloud-native framework.