Cisco Unified WFO + Next Steps with Calabrio
Calabrio proudly offers sales support, professional services, and technical certifications
for Cisco Webex WFO and Cisco Unified WFO
What is Webex WFO?
Cisco Webex Workforce Optimization (WFO) provides integrated capabilities for team performance management to enhance Cisco’s Unified Contact Center Express and Webex Contact Center product offerings. Webex WFO is now available as a product replacement option for Cisco Unified WFO. On July 1st 2020, Cisco released the end-of-life announcement for Cisco Unified WFO with support available through August 2023. Cisco has established paths for customers to maintain the functionality they currently know, while upgrading the user experience with feature enhancements and added, easy to use capabilities.
How Calabrio Can Help
Calabrio, a leading WFO organization with over a decade of development, implementation, and support experience with Cisco, is the right company to support you through your WFO solution evaluation process. As a Cisco and WFO expert, Calabrio is here to support you through the entire sales and ordering process, provide migration and provisioning services through Calabrio Professional Services, and offer technical certifications for Cisco Webex WFO and Cisco Unified WFO. We’re here to ensure that your migration from Cisco Unified WFO is easy and meets your unique business needs.
We are here to support you
Contact a Calabrio expert to discuss your path forward
Top 6 reasons to make the move to Webex WFO
BRAND CONTINUITY
– Avoid an RFP – provide an easy alternative
– Simplified training and migration options
UPGRADED UX
– Cisco Webex WFO was built from Cisco Unified WFO
– Retain the same functionality plus 50+ enhancements, including data explorer and analytics
TRADE-IN VALUE
Cisco Webex WFO is the only alternative that will give you trade in value for your existing Cisco Unified WFO seats
Benefits of the Cloud
– Weekly updates
– Flexibility
– Scalability
– Smart technologyn options
Data Explorer
Bring together all your personalized and most meaningful data in one place
50+ New Features and Enhancements
We’ve added and improved more than 50 features in the new Cisco Webex WFO
The Modern, Cloud Workforce Optimization Solution
WORKFORCE MANAGEMENT (WFM)
PLAN: Prevent over- and understaffing
- Forecasting
Schedule: Create and manage complex scheduled
- Dynamic scheduling, intraday scheduling
Engage: Boost employee performance and adherence
- Self-evaluations, gamification
QUALITY MANAGEMENT (QM)
Evaluate: Uncover issues, training opportunities, and trends
- Interaction evaluations, evaluations from library, NPS integration
Focus: Maximize time by evaluating most relevant interactions
- Automated evaluation queue, targeted search
Involve: Boost employee performance and morale
- Agent self-evaluation, evaluation calibration
ANALYTICS
Analyze: Uncover root cause and trends in customer experience
- Business insights, interaction analysis, NPS integration
Target: Maximize time by evaluating most relevant interactions
- Predictive call scoring, advanced search, recording transcripts
Improve: Compare agent performance, identify best practices
- Agent benchmarking
WORKFORCE MANAGEMENT (WFM)
PLAN: Prevent over- and understaffing
- Forecasting
Schedule: Create and manage complex scheduled
- Dynamic scheduling, intraday scheduling
Engage: Boost employee performance and adherence
- Self-evaluations, gamification
QUALITY MANAGEMENT (QM)
Evaluate: Uncover issues, training opportunities, and trends
Interaction evaluations, evaluations from library, NPS integration
Focus: Maximize time by evaluating most relevant interactions
Automated evaluation queue, targeted search
Involve: Boost employee performance and morale
Agent self-evaluation, evaluation calibration
ANALYTICS
Analyze: Uncover root cause and trends in customer experience
- Business insights, interaction analysis, NPS integration
Target: Maximize time by evaluating most relevant interactions
- Predictive call scoring, advanced search, recording transcripts
Improve: Compare agent performance, identify best practices
- Agent benchmarking
Learn more about your options…
Interested in moving to the cloud?
If cloud is right for you, explore Webex WFO and the easy transition options from your Cisco WFO solution.
Contact Calabrio to have a Cisco expert walk you through options and how to take advantage of your trade-in value.
Do you need to stay on-premises?
Calabrio ONE is a great option for on-premises contact centers. We offer both perpetual and subscription licenses for your Cisco Unified Contact Center Express environment. Contact Calabrio for a free demo and to discuss options that fit your needs.
Partner Support
Cisco has created a variety of educational content for Webex WFO available now in Cisco’s Sales Connect Briefcase, including a pre-recorded demo and pitch decks. You will be required to enter your Cisco CCO ID to access select resources hosted on cisco.com.
