Calabrio

What Calabrio does

Calabrio provides AI-powered workforce engagement management (WEM) software for enterprise contact centers. Its core product, Calabrio ONE, integrates workforce management, quality management, and performance management capabilities on a unified platform, supplemented by AI-powered bots including TimeFlex Bot (agent self-scheduling), Interviewing Bot (candidate matching), Coaching Bot (real-time guidance), and Quality Automation (evaluating up to 100% of interactions). The platform leverages the Verint Da Vinci AI foundation and supports agentic AI workflows through Calabrio Agent Assist for natural language scheduling transactions. Calabrio was acquired by Thoma Bravo and merged with Verint in November 2025 to form a combined AI-powered customer experience automation platform operating under the Verint brand; former Calabrio CEO Dave Rhodes now leads the unified entity with headquarters in Minneapolis, MN and Melville, NY.

The company serves enterprise and mid-market contact center customers across banking, retail, telecommunications, insurance, manufacturing, healthcare, BPO, and public sector verticals, with named customers including Capital One, Delta, Dish, Dyson, H&M, Wix, GE Appliances, Paychex, Capitec Bank, Stanley Black & Decker, Serco, Burberry, John Lewis Partnership, and Simply Health. Calabrio holds ISO 42001:2023 certification for AI Management System governance and Microsoft AI Cloud Partner Program certifications for Healthcare AI and Financial Services AI. Distribution operates through enterprise direct sales, partner channels (Five9, Group Elite, Connex), and technology integrations with Amazon Connect, Microsoft Azure, and Dynamics 365.

Revenue is generated through enterprise SaaS subscriptions on an annual billing cadence with custom quote-based pricing tied to organization size and seat counts. The Omni Agent Intelligence product, launched January 2026, extends the platform into vendor-agnostic governance of both human and AI agents across multiple CCaaS, CRM, and AI agent platforms.

Name

Calabrio

Legal name

CALABRIO PARENT, LP

Website

https://calabrio.com

Company type

Private

Founded year

1995

Operating status

Acquired

Headcount range

251–500 employees

Short description

Calabrio provides AI-powered workforce engagement management software (Calabrio ONE) for enterprise contact centers, integrating workforce management, quality management, and AI-driven scheduling bots. Now operating as part of Verint under Thoma Bravo ownership following a $2B merger in November 2025.

Ownership category

akta.pro rank

Product category

Workforce Engagement Management Software

NAICS

Computer Systems Design Services (541512), Custom Computer Programming Services (541511)

SIC

Services-Prepackaged Software (7372), Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA)

akta.pro secondary industries

Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK), AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO), LLMOps & Generative AI Platforms (Prompt/Agent Orchestration, RAG) (HDAEANAD), Workplace Automation & Self-Service (RPA for IT, Chatbots, Virtual Agents) (BPAEAIAI)

Keywords

• Workforce engagement management
• Contact center software
• Workforce optimization software
• AI-powered WFM
• Quality management software

Headquarters

HQ city

Minneapolis

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Enterprise Software Subscriptions: SaaS-based workforce engagement management software sold as enterprise subscriptions. The platform is offered through Calabrio ONE and Calabrio Workforce Management, with AI-powered capabilities and integration with Microsoft Cloud platforms. Subscription model includes software deployment, support, and access to AI-powered features.
2. Microsoft Partnership Certification: Calabrio Workforce Management earned Solutions Partner with Certified Software Designation for Healthcare AI and Financial Services AI within Microsoft AI Cloud Partner Program, indicating partnership-based revenue through co-selling and integration services.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels6 records

Core offering

Calabrio provides AI-powered workforce engagement management (WEM) software for contact centers, delivered through the Calabrio ONE platform and now integrated into the Verint CX Automation Platform following the November 2025 Thoma Bravo-led merger with Verint. The offering combines workforce management (forecasting, scheduling, intraday optimization), quality automation, performance management, and AI-powered bots (TimeFlex Bot, Interviewing Bot, Coaching Bot, Quality Intelligence) to help enterprises optimize agent scheduling, reduce attrition, and unify governance across human and AI agents.

Product overview

Calabrio, now operating as part of Verint following the November 2025 merger, offers workforce engagement management (WEM) solutions for contact centers. The core product is Calabrio ONE (now Verint Calabrio ONE), a unified platform that has been integrated into the Verint CX Automation Platform. The product portfolio includes Calabrio Workforce Management and Calabrio Workforce Intelligence for forecasting, scheduling, and intraday optimization, supplemented by AI-powered bots (TimeFlex Bot, Interviewing Bot, Coaching Bot, CX/EX Scoring Bot) and Calabrio Agent Assist for agentic AI support. The January 2026 launch of Omni Agent Intelligence provides unified governance across human and AI agents. Calabrio Agent Assist uses agentic AI for natural language scheduling transactions. Following the merger, Calabrio products continue as part of the Verint portfolio, serving both mid-market (Calabrio's strength) and enterprise (Verint's strength) segments through the Verint CX Automation Platform.

Differentiator

Problem solved

Functional benefit

Brands

• Calabrio ONE: Workforce engagement management platform providing unified view of quality and performance metrics across human and AI agents
• Calabrio Agent Assist
• Calabrio Success Center

Products and services

• Calabrio ONE Unified WEM platform that combines workforce management, quality management, performance management, and analytics for contact centers, enabling enterprises to forecast demand, schedule agents, evaluate interactions, and monitor performance across both human and AI agents.
• Calabrio Workforce Management Standalone AI-powered WFM solution providing forecasting, planning, and scheduling capabilities tailored for inbound contact centers, balancing organizational demand with employee experience preferences.
• Calabrio Agent Assist Agentic AI-powered assistant that supports contact center agents in completing routine scheduling transactions via natural language, reducing administrative workload while maintaining enterprise controls. Certified within the Microsoft AI Cloud Partner Program.
• Verint Mobile Apps Mobile applications that provide contact center employees 24/7 access to their schedules, performance metrics, shift swaps, and real-time notifications for voluntary time off or overtime.
• Echo AI Generative AI-native conversation intelligence platform that analyzes customer interactions across multiple channels (including voice) to improve customer satisfaction, operational efficiency, and agent performance.
• Verint CX Automation Platform Unified enterprise platform combining Verint's enterprise automation and AI-powered bots with Calabrio's workforce engagement solutions, integrating automation, AI bots, workflow tools, and WEM capabilities to deliver AI-driven customer experience automation.

Quantifiable outcome

• 30% reduction in attrition, 23% reduction in absenteeism, and 17x ROI
• +4 more outcomes

Named customers15 records

Segments8 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration5 records

AI capability12 records

Feature6 records

Partnerships

Six partnerships are on record, tiered core and minor.

• MicrosoftcoreTechnology or Integration · 19 May 2026Calabrio Workforce Management earned the Solutions Partner with Certified Software Designation for Healthcare AI and Financial Services AI within Microsoft AI Cloud Partner Program. The certification highlights Calabrio Agent Assist, which uses agentic AI to support routine scheduling transactions through natural language. The designation recognizes proven capabilities in cloud-based solutions with interoperability with Azure, Microsoft 365, and Dynamics 365.
• Echo AIcoreStrategic or Co-development Partner · 11 December 2024Calabrio acquired Echo AI, a generative AI-native conversation intelligence platform, to enhance customer experience solutions for contact centers. The integration aims to analyze customer interactions across multiple channels to improve customer satisfaction, operational efficiency, and agent performance.
• AmazoncoreTechnology or IntegrationCalabrio WFM integrated with Amazon Connect cloud contact center platform. GE Appliances case study demonstrates modernization of contact center operations using Calabrio WFM and Amazon Connect together.
• Five9minorChannel Partner/ Reseller/ DistributorFive9 is a partner helping customers transform customer engagement. Case study available on Verint website showing partnership for contact center transformation.
• Group EliteminorChannel Partner/ Reseller/ DistributorGroup Elite facilitates change and modernization as a partner. Case study available demonstrating partnership for contact center modernization.
• ConnexminorChannel Partner/ Reseller/ DistributorConnex improves the call center, back office and branch as a partner. Case study available demonstrating partnership for multi-channel contact center improvement.

Scale indicators8 records

Recent moves8 records

Expansion highlights6 records

Direct peers

• NICE Ltd. NICE is the most direct competitor in the workforce engagement management (WEM) space, offering NICE CXone Mpower with workforce management, quality, and performance management capabilities. Like Calabrio-Verint, NICE serves enterprise contact centers with AI-powered analytics and is recognized as a market leader by DMG Consulting.
• Genesys: Genesys is a leading CCaaS platform that bundles native workforce engagement management (WEM) capabilities within its Genesys Cloud CX platform. It competes with Calabrio on WFM, quality management, and AI-powered routing/scheduling for enterprise contact centers globally.
• Five9: Five9 is a major CCaaS provider that integrates with Calabrio/Verint through their partner ecosystem while also offering native workforce optimization capabilities. Five9 competes for the same enterprise contact center customers, particularly those modernizing cloud contact center operations.
• Alvaria (formerly Aspect Software): Alvaria is a contact center solutions provider offering workforce engagement, outbound dialers, and compliance solutions. It competes directly with Calabrio in WFM, quality management, and contact center compliance for enterprise customers across financial services and BPO verticals.

Emerging players

• Talkdesk: Talkdesk is a cloud-native CCaaS platform with embedded AI-powered workforce engagement capabilities. It targets similar enterprise and mid-market contact center customers as Calabrio but with a more CCaaS-centric architecture that bundles WFM with core contact center routing.
• 8x8: 8x8 provides cloud contact center, voice, and workforce engagement management solutions for mid-market and enterprise customers. It competes with Calabrio in the WFM and quality management space, particularly for organizations seeking unified communications plus contact center.
• PlayVox: PlayVox is a newer workforce engagement management platform focused on quality assurance, coaching, and performance management for contact centers. It competes more narrowly with Calabrio's quality management and coaching bot offerings, particularly for mid-market customers.
• Cresta: Cresta is an AI-native contact center platform offering real-time agent assistance, coaching, and conversation intelligence. It overlaps with Calabrio's agent copilot bots, coaching bots, and Echo AI conversation intelligence capabilities, particularly targeting enterprise customers modernizing contact center AI workflows.

Broad incumbents

• Zendesk: Zendesk offers customer service and contact center platforms with workforce management features integrated through its WEM suite. It targets a broader customer service market than Calabrio's contact-center focus but overlaps significantly in agent scheduling, performance tracking, and AI-powered assistance.

Others

• Sitel (now Foundever): Foundever (formerly Sitel Group) is one of the world's largest BPO contact center operators and a Calabrio customer. While not a direct software competitor, it is a major deployment context for WEM software and validates enterprise-scale demand for AI-powered workforce engagement in BPO.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks7 records

Key highlights7 records

Customer concentration

• Xx.com/Calabrio
• Facebookfacebook.com/CalabrioInc
• LinkedInlinkedin.com/company/calabrio-inc

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles11 records

Subsidiaries1 record

Funding overview

Funding rounds4 records

Investors3 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A4 records

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Calabrio