Calabrio

Calabrio, founded in 2007 and headquartered in Minneapolis, develops a cloud-native workforce engagement platform for contact centres. Its products cover workforce management, quality management, interaction analytics and call recording, applying artificial intelligence to the scheduling, coaching and analysis of customer-service agents. The company employs more than 700 people and reports a global footprint.

Its principal offering, Calabrio ONE, bundles workforce management, quality management, interaction analytics and call recording into a single suite. It is used by Fortune 500 brands and, by the company's account, millions of agents worldwide. Around it sit further AI-driven capabilities: Workforce Intelligence, which provides insight for contact-centre leaders; Auto QM, which automates quality management; Agent Assist, which supports agents during live interactions; and Advanced Sentiment, which analyses sentiment in customer conversations.

The firm works across the fields of speech and sentiment analytics, workforce management and cloud software, with customers in customer service and customer experience roles. Its stated aim is to make customer interactions more human; it positions its technology as a means of supporting rather than replacing agents, and of reducing agent burnout. Calabrio describes its mission as creating experiences that agents enjoy and customers remember.