Calabrio One

Your contact center is a strategic connection point with your customers. But with the daily pressure to keep on top of customer demands, it can be a challenge to keep your people and processes aligned with corporate business objectives - whether it’s in top line performance or bottom line efficiency.

Calabrio, Inc. helps you align your contact center business processes with your business objectives by integrating workforce optimization within the team’s daily workflow. Only the Calabrio One combines agent desktop tools with workforce optimization software to unify the entire customer interaction process for agents and supervisors.

Calabrio’s Unified Agent Desktop enforces best practices by unifying agent productivity tools, automating transaction workflows and enabling team collaboration. The Calabrio Unified Supervisor Desktop integrates team coaching and collaboration tools with our own Calabrio Quality Management, Calabrio Workforce Management, and performance reporting solutions.

To keep on track, Calabrio One provides layered reporting, including historical reports that uncover requirements for agent training and process improvements. And because some adjustments can’t wait, Calabrio provides targeted alerts so supervisors and managers can take immediate action to adjust agent or team activities in real time.

Built from the ground up for virtual (VoIP-based), customer interaction networks, Calabrio software supports any agent, any supervisor, any where. Calabrio One does not require costly and extensive professional services to implement and manage. The products provide the features of highly-customized team productivity and workforce optimization applications at a lower cost of ownership. Because they are packaged and configurable, most contact center requirements – including 3rd party enterprise application integration (i.e. CRM) – can be achieved with little or no customization.

Calabrio Workforce Management and Calabrio Quality Management are built to be integrated with the Calabrio Unified Desktop out of the box, with a common look and feel and common administration that simplifies training and management.

With Calabrio, the contact center team has a laser-like focus on their role in the success of the business. And, the company is increasingly effective in key areas, including revenues, profitability, and customer satisfaction.