Calabrio unveils new AI-driven business intelligence solution to transform contact centre operations

Calabrio, the workforce performance company, introduced Insights, a cutting-edge business intelligence (BI) solution embedded in Calabrio ONE.

Calabrio ONE is the only workforce engagement management (WEM) solution with artificial intelligence (AI)-powered analytics and BI built into its core, and the Insights update is the latest in Calabrio’s pipeline of innovative WEM solutions.

“Contact centres need fast, accurate and informative results to improve performance,” said Joel Martins, CTO and Interim CEO of Calabrio. “Insights speeds up the process of transforming analytics into impact, providing accessible, actionable information and a faster return on investment.”

To improve contact centre performance, organizations need to understand their data well. Using the industry’s latest cloud technology, Insights provides access to more features faster and accelerates self-service and AI-driven knowledge for everyone. Functionality that makes Insights unique includes:

  • Simplified analysis: Users can access WEM and interaction data in a unified BI solution, eliminating the need for multiple applications. Insights predicts trends, identifies outliers and swiftly identifies root causes; interactive examination, ad-hoc queries, and on-the-fly analysis are seamless.
  • Ease of use: Insights allows non-technical users to build their own reports and dashboards without relying on IT or data analysts’ help, increasing autonomy and accelerating decision-making. Training times are also lessened, compared to other BI products.
  • Enhances teamwork: Insights allows team members to send dashboards and actionable intelligence safely, encouraging dialogue and coordination among users, across departments.

Insights will replace the current suite-wide reporting solution, Data Explorer, providing Calabrio customers with the most modern, intuitive BI tool. Available globally, in all cloud regions, by May 30,2024, Insights is one of several new additions to the Calabrio product suite designed to provide a comprehensive set of AI solutions for contact centres.

This launch follows Calabrio’s acquisition of and the release of Interaction Summary, which aims to improve contact centre productivity through AI. Calabrio has a robust pipeline of next-gen products premiering throughout 2024.

About Calabrio

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.