The emergence of contact center-as-a-service (CCaaS) platforms is changing the very core of how contact centers operate. These robust, cloud-based solutions are easily deployed, scalable, and cost-effective, allowing brands to quickly modernize their contact centers without the heavy overhead of legacy solutions. Now, the contact center is available anywhere, and at any time in order to deliver that “always on” experience that customers have come to expect.
This shift in consumer expectations also requires a new look at how contact centers manage and engage their workforce. Smart brands know that they can’t have engaged customers without first having engaged employees and, to do so, they must have the right workforce engagement strategies in place to ensure success. From staffing needs to coaching and training, organizations are refocusing on how to prepare their agents to provide the best possible customer experience.
For many organizations, it starts with the right workforce optimization (WFO) solution. This is why we are teaming up with Serenova, a globally scalable contact center-as-a-service (CCaaS) provider to integrate the Calabrio ONE WFO suite into the CxEngage CCaaS platform—creating a streamlined customer engagement center in Amazon Web Services (AWS).
Calabrio ONE was selected as the WFO solution of choice for Serenova CxEngage because a great WFO solution combined with a robust CCaaS platform is the perfect recipe for a modern contact center. Our team built the Calabrio ONE WFO suite to meet the needs of the modern contact center, and modern contact center agents need flexibility, feedback, and great technology in order to deliver a personalized customer experience.
At Calabrio, we are committed to delivering the right solutions to elevate the contact center to a customer engagement hub. And we know that agents are the heart of customer engagement. With the Serenova CxEngage CCaaS platform and the Calabrio ONE WFO suite, brands now have a unified view of all contact center activity at anytime, anywhere to make informed decisions about their people, processes and performance.
To learn how contact centers can drive business value across the organization, download the Definitive Guide to the Modern Contact Center.
If you’d like to discover the key concepts and best practices of workforce optimization, read our complete guide to WFO.