Calabrio Highly Commended at The CX Awards 2025 for its Workforce Engagement Management Platform
The company has been recognised for its innovative WEM platform that transforms the experience of contact centre managers and agents
Calabrio has been selected as the Highly Commended finalist in the Best Workforce Engagement Management (WEM) Platform category at the 2025 CX Awards.
Now in its fourth year, the CX Awards recognise the innovators and leaders in the customer experience space. Calabrio has a history of success at these awards, winning the prize for Best Workforce Optimisation Platform in 2023, and having been a finalist in the Best Workforce Engagement Management (WEM) Platform category in 2024.
Being awarded this distinction is further proof that Calabrio continues to push the boundaries of contact centre workforce management innovation. AI is embedded into the core of Calabrio ONE, with over 70 new features released in the last year alone. Contact centres can leverage offerings such as Auto-QM and Trending Topics to automatically evaluate 100% of customer interactions and quickly turn every interaction into a strategic advantage.
Calabrio’s work with Mersey Care NHS Foundation Trust is a perfect example of this. It identified that 15.3% of contacts were repeat callers while revealing that only 21% of clinician-handled calls were truly clinical, enabling better routing and efficiency. In addition, by embracing Calabrio’s automation features including transcription and summarisation, Mersey Care reduced after-call work by 41%, expanding overall workforce capacity so the organisation could effectively manage an increase in call volumes from 2,000 to 9,000 per month to help more vulnerable people.
Key to its success in the category is also how Calabrio empowers agents. By reducing the burden of routine tasks and giving agents greater control over their work life balance through features such as self-scheduling and vacation bidding, Calabrio delivers a highly engaging and flexible working experience, improving job satisfaction and reducing attrition. Due to Calabrio’s tailored scheduling tools, Delta Airlines addressed the complexity of vacation bidding for over 7,000 agents, enabling agents to fairly receive their holiday allocation and reducing the time taken for managers to organise time off from months to days.
Dave Rhodes, CEO of Calabrio, said,
“It is an honour to have our solutions acknowledged by the highly regarded CX Awards,”
“It is a testament to the dedication and innovative spirit of our entire team who doubled our development capacity last year, accelerating our efforts and delivering 70 new features in the first half of this year alone. This recognition reaffirms our commitment to continue rapidly innovating and delivering intelligence-fuelled solutions that empower businesses to evolve faster, invest smarter, and lead with exceptional customer experiences.”
For additional information about Calabrio Performance Management, Click Here
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 maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.
For additional information on Calabrio view their Company Profile
