Calabrio

GenAI-powered sentiment analysis that separates customer and agent sentiments across every interaction, tying scores to specific words and phrases to provide actionable emotional intelligence insights.

Agentic AI-powered workforce assistant that enables agent self-service for scheduling tasks like time-off requests, shift inquiries, and overtime volunteering in over 50 languages, freeing supervisors from repetitive work.

AI-powered self-service scheduling tool that allows agents to manage their own shifts and time-off requests within business rules and compliance constraints.

AI-assisted platform enabling agents to manage their own schedules within business rules and compliance constraints.

Tool that transforms raw interaction data into actionable business insights using AI analysis and visualization.

AI-driven quality management that automatically scores 100% of customer interactions using standardized forms or customizable GenAI scorecards trained on your knowledge base, eliminating manual sampling and subjectivity.

Platform for analyzing chatbot and voicebot performance with visibility into self-service effectiveness and issue resolution rates.

FedRAMP® Authorized contact center solution designed for government and public sector organizations with enhanced compliance and security requirements.

Unified, cloud-based platform for workforce optimization in contact centers, integrating AI-powered tools for conversation intelligence, workforce management, and performance analytics.

AI-powered WFM solution designed for inbound contact centers, emphasizing ease of use and balancing organizational and employee experience needs through simplified deployment.

System for capturing and storing all customer interactions across channels with compliance and security features.

AI-powered bot that provides real-time guidance and next best actions to agents during customer interactions to elevate performance and improve customer satisfaction.

AI suite for analyzing customer interactions to extract insights, sentiment, topics, and compliance information across all contact center channels.

Allows users to tailor AI-driven Conversation Intelligence solutions with task-level custom prompts to guide AI understanding of product names, campaigns, processes, and sentiment based on organizational context.

Feature enabling customization of GenAI models with task-specific prompts tailored to business context, product names, campaigns, and sentiment preferences.

AI-powered bot that automates experience scoring and provides real-time insights on both customer and employee experience metrics.

AI-powered workforce forecasting and scheduling tool that predicts demand and optimizes staff allocation for contact centers.

AI-enhanced tool for predicting contact volume and optimizing agent schedules based on demand patterns.

FedRAMP-authorized contact center solution designed for government and public sector organizations with enhanced compliance.

AI-powered analytics tool providing voice-of-customer and performance insights from contact center interactions.

GenAI-powered tool that automatically generates accurate summaries of every customer interaction, eliminating time-consuming after-call work and enabling coaches to review conversations faster.

Comprehensive analytics platform providing voice-of-customer and performance insights across omnichannel agent interactions.

AI-integrated platform providing employees and managers with real-time visibility into performance metrics through role-based scorecards and dashboards integrated with WFM and coaching workflows.

Platform for building better brand experiences through AI-driven quality assurance, coaching, and interaction scoring.

Real-time monitoring tool that tracks agent adherence to schedules and provides supervisors with instant visibility into workforce compliance.

Tool monitoring agent adherence to schedules in real time with AI-powered alerts and compliance tracking.

AI-powered tool that automatically organizes tens of thousands of interactions into 150-200 manageable topics sorted by frequency, helping identify root causes and track topic-based performance.

AI-powered bot that automates candidate screening and hiring by identifying candidates matching the characteristics and success profiles of top-performing agents.

AI-powered bot that empowers agents to make unlimited self-serve schedule changes while maintaining schedule quality and business constraints. Automatically balances employee flexibility needs with operational requirements without manager intervention.

AI-powered workforce forecasting, planning, and scheduling platform that analyzes historical volumes, external events, and labor laws to optimize staffing and resource allocation across contact centers.

AI-powered module that embeds predictive insights, intraday optimization, and schedule change automation capabilities into existing Verint or Calabrio WFM solutions.

Suite of tools for scheduling, forecasting, and adherence management in contact centers with AI-powered optimization.