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UCaaS + CCaaS MetriRank 2026
September 30, 2026
MetriNote – Calabrio Launches Next-Gen AI Workforce Intelligence to Empower Agents and Drive Agility
Summary
Author: Layne Haaksma, Senior Research Analyst
What's the news?
September 15, 2025 – At the Calabrio Customer Connect (C3) event, Calabrio announced its new Workforce Intelligence solution, which it is positioning as the next evolution beyond traditional workforce management (WFM). The cloud-native platform has AI at the core; as a starting point, contact center agents will be able to use Calabrio Agent Assist, a generative AI-powered assistant, to manage schedules via natural language conversations. Workforce Intelligence is generally available today, with pricing not published publicly.
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