• 2Ring and Calabrio Work Together to Enhance Cisco Finesse

    September 15, 2020

      Calabrio and 2Ring have joined forces to significantly boost agent and supervisor experiences in Cisco contact centers by integrating selected features from Calabrio Quality Management (Call Recording) and Calabrio Workforce Management (WFM) into Cisco Finesse via the use of 2Ring Gadgets for Cisco Finesse.Read more from Tellicom Reseller here.

  • What will the future of healthcare look like?

    September 14, 2020

      For the latest on what’s new, what’s trending, or what’s next, 24/7 all talk, all healthcare and health IT. Listen on any device to the biggest thought leaders of the industries. Listen for more from Healthcare Now Radio here.

  • LPG Spotlight: Superior Propane

    September 1, 2020

      Focused on retaining more customers, Ontario-based Superior Propane partnered with an analytics platform to ensure high-quality customer service. Read more from LP Gas Magazine here.

  • The New World for Contact Centers May Be Where We Were Already Headed

    September 1, 2020

      So far, 2020 has been nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state of the world. Virtually overnight, hundreds of thousands of agents transitioned to working remotely and the approach, management and infrastructure of contact centers were completely restructured. Read more from Contact Center Pipeline here.

  • MSPBJ Seminar: Navigating the COVID landscape for technology companies

    August 28, 2020

      The Minneapolis-St. Paul Business Journal held a panel discussion on the topic of the COVID-19 pandemic and technology. Panelists included John Emerick, CFO at Code42, and Kurt Shenk, technology industry senior analyst at RSM. Jenny Kray, CFO of Calabrio, served as moderator. Read more from Minneapolis/St. Paul Business Journal here.

  • The Automated Workforce Planning of the Future

    August 26, 2020

      Calabrio revolutioniert die Art und Weise, wie Unternehmen ihre Kunden aktiv mit einbeziehen können. Calabrio ONE vereint in seiner Workforce Optimization Suite (WFO) eine Vielzahl von Möglichkeiten: Anrufaufzeichnung, Qualitätsmanagement, Workforce Management, Sprachanalyse sowie Reporting & Analytics auf hohem Niveau. Read more from CallCenterProfi here.

  • How Automated Analytics Can Elevate Agent Performance and Experience

    August 25, 2020

      As a business process outsourcer (BPO) or outsourcing contact center, your agents serve as the face of your clients’ businesses. Low performance and high agent turnover can have a negative impact on the overall business. This can manifest in reduced end-customer loyalty and satisfaction. Read more from Connections Magazine here.

  • Genesys launches multi-cloud architecture for contact centres

    August 19, 2020

      The newly containerised architecture of Genesys Engage built using open standards enables Genesys Engage customers to select private or public cloud, on-premises or hybrid deployments with Genesys Cloud or third-party providers. Read more from Data Center News here.

  • Genesys announces industry’s first native multi-cloud architecture

    August 18, 2020

      Genesys Engage customers can now more easily adopt cloud-delivered innovations, resulting in a more personalised service that drives customer engagement and loyalty. Read more from Devdiscource here.

  • How to embrace the evolving world of remote work

    August 14, 2020

      Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio.  He shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions. Read more from MyCustomer here.

  • Genesys Unveils Industry’s First True Multicloud Architecture for Contact Centres

    August 13, 2020

      Genesys, a global leader in cloud customer experience and contact centre solutions, has announced the industry’s first native multicloud architecture. Read more from Directors Club here.

  • Genesys Unveils Industry’s First True Multicloud Architecture for Contact Centers

    August 13, 2020

      Genesys, a global leader in cloud customer experience and contact center solutions, has announced the industry’s first native multicloud architecture. Read more from MarTechSeries here.

  • 3 Ways To Embrace The Evolving World Of Remote Work

    August 6, 2020

      3 ways to embrace the evolving world of remote work – Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. Read more from Directors Club here.

  • Ways To Embrace The Evolving World Of Remote Work

    August 6, 2020

      3 ways to embrace the evolving world of remote work – Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. Read more from contact-centres here.

  • Building a Contact Tracing Center: How Do We Go About It?

    July 31, 2020

      The Centers for Disease Control and Prevention (CDC) has been very clear since the beginning of the COVID-19 pandemic – the country needs a reliable contact-tracing solution to safely open the country. Read more from Call Center Times here.

  • How the Gen Z Workforce is Driving Customer Service Technology Design: Tips to build (and keep) a Gen Z workforce

    July 31, 2020

      Gen Z, typically defined as those born between 1995 and 2010, now outnumber millennials and make up 40% of the workforce and consumer population. They have a unique perspective on customer service and engagement defined by a desire to be fair to all, to listen and to be heard.  Read more from Directors Club here.

  • Speech Analytics Boosts Customer Service for Bluegrass Cellular

    July 27, 2020

      Bluegrass Cellular, a wireless service provider based in central Kentucky, offers national and international service to customers in 34 of the state’s counties. It prides itself on outstanding customer support, which led it to merge two similar support teams into a single technical support team. Read more from DestinationCRM here.

  • Seamless Customer Experiences Require Simplified Operations, CX Network Speaker Contends

    July 20, 2020

      Simplified contact center workflows provide better experiences for both customers and employees, Ed Creasey, Calabrio’s director of pre-sales, said during last week’s CX Network Contact Center seminar. Read more from DestinationCRM here.

  • Cloud Contact Center Provider UJET Unveils First Partner Program

    July 14, 2020

      Earlier this month, UJET and Calabrio, the workforce optimization provider, entered into a strategic and technology partnership. Read more about this partnership from Channel Partners here.

  • Calabrio: Pandemic Accelerates Contact Centre Transformation

    July 14, 2020

      The world of work is changing for contact centres. Read more about these changes from UC Today here.

  • UJET and Calabrio All Set To Enhance Cloud Contact Center

    July 8, 2020

      The partnership will combine UJET’s new customer support with Calabrio’s leading workforce and customer engagement solutions, and deliver a cloud-native, digital-first, and human-centric platform. Read more from Toolbox Tech here.

  • News : USAN Announces Partnership With Workforce Engagement Management Provider Calabrio

    July 7, 2020

      As a Calabrio Certified Implementation Partner and a Reseller Partner, USAN can now sell, design, and implement Calabrio ONE capabilities for small and midsize business (SMB) through to enterprise contact centers. Read more from Contact Center World here.

  • The Difference Between Customer Sentiment Analysis and Customer Distress Index and Why You Should Pay Attention

    July 6, 2020

      Why should B2B customer support teams pay attention to customer sentiment and CDI? And how do they convert what they glean from analyses into actionable information? Read how from Business2Community here.

  • Avaya Cloud Office by RingCentral Gains Momentum

    July 3, 2020

      Partners can now leverage both UJET and Calabrio, and bring forward a solution that provides the modern workflows, features and reporting intelligence they need. Read more about this partnership from Channel Partners here.

  • UJET and Calabrio Partner to Drive New Wave of Cloud Contact Center

    July 2, 2020

      Strategic and Technology Partnership Delivers Modern, Digital-First Customer Interactions with a Human-Centric Approach. Read more from MarTech Series here.