Amazon Connect + Calabrio
Scalable, Robust Workforce Optimization
and Powerful Voice of the Customer Analytics
for Your Virtual Contact Center
and Powerful Voice of the Customer Analytics
for Your Virtual Contact Center
Everything You Need to Build an Intelligent, Omnichannel Contact Center in the Cloud.
Calabrio seamless integration with Amazon Connect, the cloud-based contact center service from Amazon Web Services, makes it easy for businesses of all sizes to build a robust, intelligent, omnichannel contact center in the cloud.
Calabrio WFM and the Calabrio ONE suite—including call recording, quality management, workforce management, multichannel analytics and advanced reporting—provides you with a complete toolset to schedule agents more efficiently, monitor performance and identify opportunities to improve customer experience.
The Calabrio ONE suite is now available on the AWS Marketplace. To learn more, or for complex orders of greater than 100 seats, please contact the Amazon team at Calabrio.
“ With nearly 1,000 agents spread across two locations, plus third-party outsourcers handling our increased volumes during peaks, our previous ACD was obsolete and inefficient at routing calls. We knew we needed the flexibility and dynamic routing that Amazon Connect provides. We also chose to upgrade our WFO provider, leaving behind poor support and costly cloud upgrades, and selected Calabrio, an Amazon Connect partner, for their user-friendly QM and WFM solution.”
Paul Grubic
– Director, Quality/Training/WFM, General Electric
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 Add Calabrio ONE to Amazon Connect?
Simple Interface
Too often a clunky interface must be overcome just to do your job. Calabrio ONE is easy to use. The simple, yet powerful call playback interface brings together call metadata, agent evaluation, and PC screen recording playback into one unified display.
Built to Work Together
Calabrio is designed to work well together with Amazon Connect eliminating integration issues. That means less time to install, fewer headaches getting the systems to work together and less training to achieve results.
100% Cloud-based
There’s a reason contact centers are moving to the cloud – no hardware to manage and no restrictions on size. Scale up or down as needed, and expand as your organization grows. Plus, forget about being tied to a physical location—supervisors and agents can log on from anywhere and get right to work.
Want to know how contact center workforce optimization vendors stack up against each other?
Find Out Why Forrester Research Considers Calabrio a Leader
Why Choose Calabrio ONE for Your Contact Center?
AWS Hosting
Most legacy cloud solutions are hosted through mid-tier companies. Calabrio ONE is hosted on Amazon Web Services’ dozens of data centers worldwide—which means greater availability, more potential to scale and less risk of a regional outage affecting your contact center.
Secure Architecture
Calabrio ONE is the only fully multi-tenanted cloud WFO solution on the market. This means that only you have access to your customer and contact center data—no one else, not even Calabrio. In addition, all data is encrypted with keys unique to your organization so you are the only one able to access it.
Scalability
Amazon Connect and Calabrio ONE are both flexible and automatically scale up and down as your business requires. This makes it easy to react to changes in staffing needs, expansion and customer requirements—and keeps your costs down as you only pay for the number of agents you require.
Peace of Mind
Data security is a top five priority when purchasing contact center technology. Calabrio and Amazon Connect are supported by backup and redundancy protocols. So when disaster strikes, your contact center stays up and running.
Calabrio & Amazon Connect Travel Well Together;
Global deployments
Global deployments
Industries Served
Calabrio ONE serves all industries and has been commonly utilized in:
- Insurance
- Hospitality
- Retail
- Healthcare
- Travel
- Utilities
- Financial Organizations
- Telecom
- Technology
Amazon Connect and Calabrio
Reference Architecture
Reference Architecture
Learn More About Calabrio
Compatible product(s): Calabrio ONE suite
