Cisco Unified Contact Center Express and Calabrio | Calabrio

Cisco Unified Contact Center Express + Calabrio ONE

#1 Sold Workforce Optimization Platform on Cisco – Now for UCCX

The Calabrio + Cisco Connection

Calabrio ONE can now be purchased on Cisco’s UCCX platform giving small and medium size organizations enterprise level Workforce Optimization technology.

If you’re looking for a refreshed Workforce Optimization tech stack, now is the time to learn more about Calabrio ONE.

Calabrio makes it easy to maintain your Calabrio Workforce Optimization solution as you grow. Calabrio is highly integrated with Cisco UCCE and offers a seamless migration to UCCX with no additional training required.

The Rich History of Calabrio + Cisco

  • Cisco WFO is a technology partnership between Cisco and Calabrio

  • Ten year history of development, implementation, and support together

  • Over 3,500 customers have deployed Cisco Workforce Optimization – the most deployed WFO solution on Cisco UCCX

  • Proven partner program with more than 200 shared resellers

  • Calabrio is the only WFO vendor that can import Cisco WFO recordings, workflows and settings without expensive professional services or decrypting the recordings

Calabrio ONE

A fully integrated agent & customer engagement suite.

Snapshot of Calabrio ONE's suite

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Amazingly clean and simple. Capture and retrieve calls quickly and accurately. Never miss a call.

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Quality Management

Access and evaluate 100% of your customer interactions. Gain powerful performance insights.

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Workforce Management

More than optimized staffing levels, modern tools improve predictability and performance.

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Calabrio Analytics

Integrate multichannel customer input to gain unprecedented visibility and control.

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Advanced Reporting

Visualize contact center metrics. Cross-reference data enterprise-wide. Deliver impactful insights.

The Modern, Friendly Workforce Optimization Solution for UCCX

Whether you’re looking to move from Cisco Workforce Optimization to Calabrio ONE or interested in a new deployment, you receive the current version of Calabrio with full functionality and features, and a cloud-hosed option that automatically updates with new releases.



Cisco Workforce Optimization
+ Calabrio ONE

Calabrio is tightly integrated with Cisco UCCX as we developed Cisco Workforce Optimization.

If you’re a Cisco Workforce Optimization customer, you’ll be working from the same platform you’re used to today – with added functionality of our latest version.

Calabrio is the only WFO vendor that can import Cisco WFO recordings, workflows and settings without expensive professional services or decrypting the recordings.

Snapshot of Cisco's Workforce Optimization plus Calabrio ONE
Quality Management

New features in Quality Management

Latest version takes the guess work out of which calls to evaluate
by utilizing automation tools that identifies calls of key interest.

Assign any interaction to a supervisor or agent for review and
track completion of these evaluations. Agents can appeal and
comment on interaction.

Calabrio also offers a survey solution that not only obtains
customer feedback but also combines it with the agent’s
perception of the same interaction—creating a full, 360-degree
agent and customer view of the interaction.


New features in Workforce Management

Robust forecasting and scheduling features such as intraday and
dynamic scheduling – eliminates manual creation of schedules.
Engages employees with gamifications options and mobile access
to take control of their schedules.

Data Explorer

Data Explorer: new suite wide business intelligence
and customer reporting

The Data Explorer feature within Calabrio ONE is BI for the contact
center. It is a suite-wide consolidation of data that can be utilized
regardless of which Calabrio ONE application you have licensed.

Data Explorer provides users with the ability to easily create—and
customize—personalized reports and dashboards.


Analytics Included in Calabrio ONE

Calabrio Analytics gives you the voice of your customer by
analyzing 100% of customer interactions. Sophisticated speech,
desktop, and text analytics unlock a goldmine of intelligence
buried in your contact center. Turn every customer interaction
into usable data. Extract insights to drive profitable change in the
contact center and across your business.

Analytics is not built into Cisco Workforce Optimization but is part
of the Calabrio ONE suite of products.

Calabrio ONE Now Deployed in the Cloud for UCCX

Calabrio ONE can be deployed through the cloud and works seamlessly with Cisco UCCX on-premises servers.

Here are a few of the benefits of Calabrio ONE cloud:

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Lower Upfront Costs

  • No upfront investment in hardware & managing hardware
  • Up to 3x more upfront On-Prem

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Automatic Software Updates

  • Always have the latest features
  • No longer worry about budgeting & planning for an upgrade

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  • No need to pay for unused licenses
  • Add agents as needed

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  • All data is stored in highly secure AWS Data Centers
  • Robust encryption key management

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Increased Speed to Benefit

  • Simple configuration of tools to meet business requirements

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Build in Business Continuity

  • Quickly change and optimize resources as needed
  • Delivers a faster recovery


Flexible Deployment Options

  • Flexibility in how you can deploy
  • Cloud ACD
  • On-Prem ACD
  • Hybrid Environment


Flexible Storage Options

  • Multiple options to meet your needs

Calabrio ONE provides deployment flexibility and now licensing flexibility as well.  Calabrio supports the Cisco Collaboration Flex Plan which provides flexible licensing options.  The Flex Plan subscription allows organizations to use Calabrio ONE on-premise and easily migrate to Calabrio Cloud at their own pace.


For Resellers: Selling Calabrio ONE

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The Calabrio Partner Program enables our 225 reseller, technology and platform partners to maximize their selling power and drive more value for their customers. With focused onboarding, reliable sales support, and an exclusive portal, Calabrio provides not only the monetary benefits to make partners successful, but also the comfort of working with a flexible company. Like our customers, each partner is unique. So, we’ve built a program to adapt to their changing needs, balancing rewards with performance.

Calabrio ONE now available on SolutionsPlus for UCCX

If you’re interested in purchasing Calabrio ONE on Cisco SolutionsPlus,
contact us today

3 Reasons Why Companies Partner with Calabrio

Partner-centric with a rich history of working through channels to sell WFO solutions

Visionary product development that has resulted in high-demand solutions

Easy to use solutions with low total cost of ownership

Comprehensive Partner Reseller program

  • Personalized onboarding and sales/sales engineer training complimented by 24/7 online and classroom sales and technical training opportunities
  • Sales support throughout the entire buy cycle from pre-sales to post sales handoffs
  • Dedicated Calabrio Partner Marketing Team focused on helping partners meet their unique go-to-market initiatives with flexible marketing programs.
  • Sales incentives and gamification programs to promote profitable sales behaviors
  • Knowledge sharing through ongoing partner webinars, videos and email communications
  • Calabrio Success Center partner portal stacked with sales, marketing and education tools

Connect with us at [email protected]

Learn More About Calabrio ONE

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