Calabrio Brings Business Intelligence to the Contact Center

Today’s best brands provide the ultimate customer experience. They take advantage of contact center data in order to better understand customers, all while ensuring that agents feel supported and engaged in their work. This week at Calabrio Customer Connect (C3), we debuted a new, integrated Calabrio ONE platform with unparalleled reporting and business intelligence capabilities so our customers can make better business decisions, drive employee engagement and improve customer satisfaction

The contact center has the power to act as the eyes and ears of an organization, and smart brands understand that data gleaned from agent interactions with customers provide critical insights that can transform how a company does business. However, current analytics and reporting tools are time consuming, difficult to manage and include piecemeal data from various systems. Lack of data integrity, mixed with cumbersome processes means that many businesses are missing opportunities to truly understand their customers.

According to Forrester, most organizations currently analyze just 12 percent of their data. In addition, our own Multichannel Analytics in the Contact Center report found that many organizations are overwhelmed by data, don’t know how to analyze it or they don’t know the value of what they’re missing. As the contact center becomes more complex thanks to multiple communication channels and customer touchpoints, the amount of data will only increase.

This is exactly why we developed the new Calabrio ONE platform. The advanced reporting capabilities take the analysis burden off organizations so they can quickly cut through the data clutter and drill down into relevant insights that matter to the health of the company. Now, with a single source of truth around customer interaction data, companies can finally realize the full value of their contact center data, keep agents engaged and motivated, and know they are getting the most out of their contact centers. Everything boils down to creating valuable customer relationships and Calabrio gets them there. To learn more about how Calabrio paints the full picture of your customers’ experience, read our complete guide to customer interaction analytics.

The new Calabrio Advanced Reporting solution takes insights collected from the contact center and creates reporting dashboard visualizations that are easily understood and can be shared across the organization. When data is presented in this simple, digestible manner, businesses finally see the big picture of their customers and deliver a data-driven customer experience that exceeds expectations.

Improve your contact center reporting and analytics by downloading Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives.

Tom Goodmanson

Tom Goodmanson, President and CEO of Calabrio, has more than 20 years of experience leading fast growing dynamic software and technology companies. Since assuming the CEO position in 2009, Tom is credited with reinventing the company and its culture around a strategy to expand value and reach through new, innovative products, and remarkable customer experiences. Addressing the market need for simpler solutions to complex customer interaction challenges, Tom’s vision to redefine the standard for software ease-of-use has been instrumental in making Calabrio one of the fastest growing companies in the industry.