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Australian Stories

Calabrio stories

From metrics to meaning: Rethinking KPIs in contact centres
Unified Communications

From metrics to meaning: Rethinking KPIs in contact centres

Australian contact centres risk drowning in metrics; experts urge a sharper focus on a few vital KPIs to lift service, loyalty and morale.

By Richard Lundgren • 5 min read • Wed, 17th Dec 2025
RingCentral launches AI-powered contact centre RingCX in Australia
Unified Communications

RingCentral launches AI-powered contact centre RingCX in Australia

RingCentral's AI-driven contact centre RingCX sees Australian launch, promising tailored solutions across all business sizes, with a focus on enhanced customer service via omnichannel and integrated capabilities.

By Catherine Knowles • 3 min read • Fri, 3rd May 2024
Calabrio & Customer Driven expand partnership into Australia
Unified Communications

Calabrio & Customer Driven expand partnership into Australia

Workforce management firm Calabrio expands its partnership with Customer Driven Solutions to enhance contact centre operations in Australia.

By Shannon Williams • 3 min read • Fri, 29th Mar 2024

Global Stories

Calabrio stories

Contact centres report rising morale but AI doubts grow
Unified Communications

Contact centres report rising morale but AI doubts grow

Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 30th Jan 2026
EcoOnline names David Orstad Chief Customer Officer
Customer Experience

EcoOnline names David Orstad Chief Customer Officer

EcoOnline appoints David Orstad Chief Customer Officer to lead global customer functions and launch new managed services offering.

By Sofiah Nichole Salivio • 3 min read • Mon, 26th Jan 2026
Calabrio launches AI-driven workforce solution for contact centres
Generative AI

Calabrio launches AI-driven workforce solution for contact centres

Calabrio unveils Workforce Intelligence, an AI-powered platform enhancing contact centre operations with real-time adaptability and improved agent performance.

By Melvin Hipolito • 3 min read • Tue, 16th Sep 2025
Thoma Bravo buys Verint for USD $2 billion in major CX platform push
Data Analytics

Thoma Bravo buys Verint for USD $2 billion in major CX platform push

Thoma Bravo to acquire Verint for USD $2 billion, merging it with Calabrio to create a leading AI-driven customer experience platform.

By Kaleah Salmon • 4 min read • Tue, 26th Aug 2025
Blending efficiency with empathy - how to strategise for AI success
Unified Communications

Blending efficiency with empathy - how to strategise for AI success

Almost all contact centres now use AI, but success hinges on blending technology with human skills to tackle complex, emotional customer needs effectively.

By Richard Lundgren • 4 min read • Tue, 26th Aug 2025
Calabrio launches unified platform to boost contact centre teams
Unified Communications

Calabrio launches unified platform to boost contact centre teams

Calabrio launches a unified Performance Management platform to streamline contact centre employee management and boost productivity with AI-driven tools.

By Sean Mitchell • 3 min read • Thu, 12th Jun 2025
Calabrio appoints Frank Ciccone as new Chief Revenue Officer
Unified Communications

Calabrio appoints Frank Ciccone as new Chief Revenue Officer

Calabrio appoints Frank Ciccone as Chief Revenue Officer to spearhead global sales and growth in customer experience sector.

By Jed Nykolle Harme • 2 min read • Tue, 6th May 2025
Calabrio boosts contact centres with over 70 new AI features
Data Analytics

Calabrio boosts contact centres with over 70 new AI features

Calabrio unveils 70+ new AI-driven features in Calabrio ONE, boosting efficiency and customer service in contact centres, available within six months.

By Melvin Hipolito • 3 min read • Mon, 28th Apr 2025
Contact centres face challenges with AI in customer care
Unified Communications

Contact centres face challenges with AI in customer care

A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.

By Sean Mitchell • 3 min read • Wed, 26th Mar 2025
Calabrio Names Dillon Nugent as Chief Marketing Officer
Software-as-a-Service

Calabrio Names Dillon Nugent as Chief Marketing Officer

Dillon Nugent appointed as CMO of workforce performance company, Calabrio, bringing 25+ years of marketing experience to drive growth strategies.

By Sean Mitchell • 2 min read • Fri, 11th Aug 2023
Calabrio appoints Joel Martins as New CTO
Cloud Services

Calabrio appoints Joel Martins as New CTO

Calabrio, the workforce management company, has appointed Joel Martins as its new CTO to lead its global technology and product management teams.

By Imee Dequito • 2 min read • Wed, 24th May 2023

Stories from Other Regions

Calabrio stories

Calabrio's CareAI expands to save healthcare USD $1.1 million
DevOps

Calabrio's CareAI expands to save healthcare USD $1.1 million

Calabrio expands CareAI, using generative AI to enhance healthcare efficiency and save providers up to USD $1.1M annually by automating patient interactions.

By Jake MacAndrew • 3 min read • Sat, 16th Aug 2025
Calabrio appoints Jim Davies as Chief Experience Officer
Customer Experience

Calabrio appoints Jim Davies as Chief Experience Officer

Former Gartner analyst Jim Davies becomes Calabrio's Chief Experience Officer, prioritizing customer-first contact center strategies and VoC insights.

By Zach Thompson • 2 min read • Fri, 11th Nov 2022