8×8 + Calabrio

Increase Customer Satisfaction, Agent Involvement, And Profitability With 8×8 And Calabrio

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Optimize Resources, Increase Profitability.

Today’s contact center is as much about profitability as it is about customer service. Contact centers need a solution that supports these objectives and one that keeps agents happy – avoiding the cause of major headaches for many contact center managers worldwide. Together, 8×8 and Calabrio WFM balance these areas carefully, with industry-leading infrastructure, forecasting and scheduling functionality at its core.

An ultra easy-to-use solution, WFM works across multiple sites in multiple time zones – meeting your 8×8 contact center wherever you’re at. Unique features within the solutions facilitate employee lifestyles and provide world-class support while, at the same time, guaranteeing you get the absolute most out of your investment. Calabrio WFM helps ensure you have the right number of agents, with the right skills, in the right place, at the right time.

The two products work closely together to provide our customers with a full arc of capabilities that enable you to build better relationships with your customers than ever before while saving significant costs at the same time:

Calabrio WFM uses data from the 8×8 contact history to build a highly accurate staffing model
The Calabrio WFM staffing model drives more efficient staffing of your contact center saving up to 30% on your personnel costs
8×8 status information is used to fine-tune your staffing plans on an ongoing basis to ensure maximum efficiency in your contact center

Give Agents the freedom to swap schedules through a variety of self-service tools.

Switching to Calabrio ONE led to an ROI of 546%. Find out why.

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Increase Operational Efficiency with Calabrio ONE

Enable your agents to work smarter—and your contact center operate more efficiently. Maintain high levels of customer service and keep costs low by better identifying how many agents you’ll need. More accurately schedule agents on all customer communication channels; phone, email, chat based on past call volumes and trends.

Improve the Customer Experience with Calabrio ONE

Deliver a higher-quality, more consistent customer experience across every channel.
Know what happens in every customer interaction with 100% call recording and capture.
Quickly identify the need for targeted agent training and provide one-on-one coaching with flexible evaluation forms.

Discover the Voice of Your Customer with Calabrio ONE

Why rely on surveys to find out what your customers really want?
Make better, faster, data-driven decisions by understanding all customer interactions.
Accelerate sales, manage risk and enhance customer engagement with analytics that can help you uncover insights directly from customers.

Why Pair Calabrio and 8×8?

Take Advantage of Our Cloud Mashup

Because 8×8 and Calabrio provide cloud-based solutions with powerful integration capabilities, we can provide our customers with the best of both worlds: two cloud-based best-of-breed solutions utilizing pre-defined integrations to work tightly together. This integration will ensure that you are always on the latest and greatest version of each solution, hosted by each company’s operational team to ensure the best reliability, performance and security.

For All Types of Operations, Whether On Premise Or Cloud-Based

Calabrio customers range in size from tens to thousands of agents – in over 85 countries. No matter the industry type or contact-center size, the challenge remains the same: accurate forecasting/scheduling and adherence assurance. Whatever your preferred solution, Calabrio WFM – on premise or cloud-based – it’s scalable to your needs, creating a considerable competitive advantage.

Start With A Sound Foundation

Calabrio has the most powerful forecasting tool on the market, Calabrio WFM – working across all customer contact channels including telephony (inbound and outbound), chat, e-mail and social media. Offering an easy integration with 8×8, it analyzes your history – taking into account seasonality, trend analysis and campaigns – to predict the future. By being able to create forecasts for any time interval and make instant changes in planning, you’re prepared to meet the future head-on.