Calabrio Builds on Promise of Easy, Personalized and Smart Solutions for Enterprises

Complexity in the contact center impacts the bottom line. And customer service interactions are projected to increase not just in volume, but also in complexity over the next two years as the mediums for customer engagement are changing and expanding. Add to that the challenge for enterprise organizations to manage their fast-paced, sprawling contact centers.

Enterprise customers require technology that scales quickly based on contact center volume and heightened business requirements. This week, we announced a new release of Calabrio ONE in which we deliver on our long-standing promise of easy, personalized and smart solutions. This launch is a continuation of our partnership with enterprise customers to innovate the modern contact center.

With this release, Calabrio introduces powerful enterprise scalability and management capabilities including:

• New workforce management features to drive accuracy and predictability into scheduling and forecasting for large contact center workforces.
• New suite-wide platform and quality management enhancements ease administration of users and systems by reducing the burden on IT and contact center staff.
• Best-in-class analytics to significantly improve transcription-based speech recognition and analysis.

And, Calabrio ONE continues to exceed industry standards through deeper integrations with leading Contact Center as a Service (CCaaS) providers Amazon Connect and Cisco Customer Journey Platform.

The new version of Calabrio ONE is now available.

Calabrio 

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business. For customers and partners.