It has been a great week at Enterprise Connect and one thing is clear—the contact center is primed and eager to make the move to the cloud. We’re seeing the demand for Contact Center as a Service (CCaaS) platforms increasing, as more and more brands recognize the important role the contact center plays in both customer engagement and the overall customer experience. This, combined with the emergence of omnichannel communication, the need for flexibility, and increasingly complex and larger-scale deployments, has driven contact centers to the cloud.
CCaaS has emerged as the cloud-based alternative to traditional on-premises solutions. In its recent Magic Quadrant for Contact Center as a Service report, Gartner notes the increase in enterprise client inquiries about CCaaS, so to say that CCaaS is on the rise is an understatement.
This trend highlights something that we’ve known all along: businesses are stronger in the cloud, and they’re strongest when they focus on what matters most—their people. Creating technology that engages the people who are on the front lines of working with customers has always been Calabrio’s top priority, because we know that people will always be any brand’s most valuable asset. When companies have the right team of engaged agents who are available at the right time, customers will benefit from a better overall experience.
CCaaS is at the epicenter of the wave of customer engagement technology. Calabrio is a part of that growth, and we’ve been busy forging partnerships with the best of the best in the CCaaS market to make the contact center stronger than ever. Leading companies know that combining a CCaaS solution and a cloud-based WFO solution creates one seamless platform for a better customer experience, and Calabrio has become the go-to for workforce optimization (WFO).
We’ve partnered with the best in the industry, including:
A recent entrant into the CCaaS space, Amazon Web Services brings its cloud expertise to the contact center market with a scalable solution that has been used internally for years. The Calabrio ONE WFO suite integrates with Amazon Connect.
Positioned as the highest leader in the Gartner CCaaS Magic Quadrant report, Five9 integrates with many CRM systems such as Salesforce and Oracle. One of Calabrio’s strategic partners, Five9 is at the top of many contact centers’ lists of CCaaS platforms and uniquely integrates Calabrio ONE into its Virtual Contact Center (VCC).
Leading companies know that combining a CCaaS solution and a cloud-based WFO solution creates one seamless platform for a better customer experience. WFO and CCaaS are a winning combination for the modern contact center, and these CCaaS players have chosen Calabrio ONE Cloud, the leading cloud WFO solution on the market. We really are better together, and we’re excited about these partnerships because it’s yet another way to deliver the best technology to the brands who truly want to hear the voices of their customers.