Calabrio In the News

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.

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.

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.

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.

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.

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.

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.

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 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.

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, 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, 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 – 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.

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.

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.

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.

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.

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.