Contact Centres Enter A New Era With AI-Powered Workforce Intelligence
ITWire, September 17,2025
The world of customer service is undergoing a transformation as contact centres grapple with rising expectations, omnichannel demands, and workforce volatility.
Traditional workforce management (WFM) systems-once the backbone of scheduling and forecasting-are no longer fit for purpose in today's fast-moving environment. A new generation of AI-driven solutions is stepping in to close the gap.
This month, Calabrio unveiled its Workforce Intelligence platform at its annual Calabrio Customer Connect (C3) event, setting out to redefine what workforce management means in the age of artificial intelligence. Unlike static, fragmented legacy systems, Workforce Intelligence is cloud-native, continuously learning, and built with agility at its core. The solution promises faster, more adaptive scheduling and real-time coaching, transforming contact centres into proactive hubs of intelligence.