Amazon Customer Connect and Calabrio | Calabrio

Amazon Connect & Calabrio ONE

Scalable, Robust Workforce Optimization
and Powerful Voice of the Customer Analytics
for Your Virtual Call Center

Everything You Need to Build an Intelligent, Omnichannel Contact Center in the Cloud.

Calabrio ONE’s seamless integration with Amazon Connect, the new 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.

This unified 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.

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, a visual speech energy bar, agent evaluation, and PC screen recording playback into one unified display.

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Built to Work Together

Calabrio ONE and Amazon Connect are designed to work together and eliminate integration issues. That means less time to install, fewer headaches getting the systems to work together and less training to achieve results.

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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.

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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 ONE & Amazon Connect
Travel Well Together

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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

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