Calabrio Premium Customer Care Plan
In today’s business environment, you can’t wait to make decisions – the world is rapidly evolving and how your organization uses technology needs to keep up with the pace of change. That’s why we’ve introduced our Premium Customer Care, designed to enhance your operational efficiency, protect your investment, and support product adaptability.
You can expect the highest level of innovative guidance and coaching with features including:
Business Performance Analysis– Get a data-driven performance report that highlights key trends and provides recommendations for ongoing improvements.
Access to senior-level technical experts – Get guidance from our experts on products, APIs, change reviews, retention strategies, workflow optimization, and more.
Proactive Monitoring – Helps us catch issues before you notice them with a monitoring specialist watching your tenant 24/7, 365.
Customized Learning Pathways – Choose from a library of learning assets to create a learning path that works for your users.
Maximize your value with Calabrio’s Premium Customer Care
- Business Performance Analysis – A concise, data-driven performance summary designed to highlight meaningful shifts and provide actionable guidance for ongoing improvement.
- Expertise on Tap – Meet regularly with our diverse pool of experts to get actionable help and coaching for your entire team.
- Product Adoption Map – As a part of implementation work with our experts, to co-create a 6 to 12-month plan to drive ROI and deeper engagement with the product.
- Customized Learning Pathways – Curate content from our library of Calabrio learning assets to share with your employees.
- Knowledge, Documentation, & Courses – Unlimited access to Calabrio Community (CSC) with discussions, documentation, knowledge articles, & self-service courses.
- Integration & Development Coach – meet regularly with integration experts to advise you on refining your custom integration and development.
- Integration Update Companion – Prepare for tech-stack upgrade and events with Calabrio guidance, including aligning resources to assist during your update window.
- Product Monitoring – consult with our Proactive team to define, scope, and validate product monitoring for your business.
- External Integration Monitoring – Consult with our proactive team to define, scope, and implement external integration monitoring tailored to your organization’s needs.
- Consultative Product Support – get unscheduled help from the technical support team on how to use the product.
- Platform Monitoring, Updates, and Maintenance – 24×7 platform monitoring by realm with all platform maintenance and application updates included at no additional cost.
- Cloud Status Notification – Communication of notifications of known issues and solution timelines.
- Technical Support – World-class Technical Support 24×7, 365 break/fix support
- Web Case Management – web case management via the Calabrio Success Center (CSC).
- Proactive Support – tenant-level monitoring based on your business and historical usage, with monitoring specialists watching your tenant 24/7, 365 on standard.
Value Coaching
- Business Performance Analysis – A concise, data-driven performance summary designed to highlight meaningful shifts and provide actionable guidance for ongoing improvement.
- Expertise on Tap – Meet regularly with our diverse pool of experts to get actionable help and coaching for your entire team.
- Product Adoption Map – As a part of implementation work with our experts, to co-create a 6 to 12-month plan to drive ROI and deeper engagement with the product.
Product Adoption
- Customized Learning Pathways – Curate content from our library of Calabrio learning assets to share with your employees.
- Knowledge, Documentation, & Courses – Unlimited access to Calabrio Community (CSC) with discussions, documentation, knowledge articles, & self-service courses.
Technical Consulting & Monitoring
- Integration & Development Coach – meet regularly with integration experts to advise you on refining your custom integration and development.
- Integration Update Companion – Prepare for tech-stack upgrade and events with Calabrio guidance, including aligning resources to assist during your update window.
- Product Monitoring – consult with our Proactive team to define, scope, and validate product monitoring for your business.
- External Integration Monitoring – Consult with our proactive team to define, scope, and implement external integration monitoring tailored to your organization’s needs.
- Consultative Product Support – get unscheduled help from the technical support team on how to use the product.
Platform Support
- Platform Monitoring, Updates, and Maintenance – 24×7 platform monitoring by realm with all platform maintenance and application updates included at no additional cost.
- Cloud Status Notification – Communication of notifications of known issues and solution timelines.
- Technical Support – World-class Technical Support 24×7, 365 break/fix support
- Web Case Management – web case management via the Calabrio Success Center (CSC).
- Proactive Support – tenant-level monitoring based on your business and historical usage, with monitoring specialists watching your tenant 24/7, 365 on standard.
Why Enhance Your Care?
Stay Ahead of Issues
Tap Instant Expertise
Boost Adoption & ROI
Learn Your Way
Predictable Spend
Proven Satisfaction
Who Wins with Premium Customer Care?
| Role | What Keeps Them Up | How Premium Helps |
|---|---|---|
| CXO / VP | Tight budgets and high expectations create challenges in demonstrating ROI and managing budget risks. | Predictable costs and detailed outcome reports drive business outcomes while limiting risk. |
| Contact Center Director | Limited staff and numerous priorities can lead to slow project rollouts and difficulties in adapting to changing organizational needs. | Access to our team of expert coaches accelerates software adoption and lightens the workload on the team. |
| IT / WEM Admin | The constant challenge of reactive firefighting requires rapid issue resolution and more than just a break-fix help. | Tenant monitoring and proactive upgrades streamline operations while reducing unexpected issues. |
| SMB Ops Lead | Limited dedicated FTEs necessitate multitasking without sufficient time to spare. | Access to our team of professionals provides expert assistance to maximize efficiency and impact, while minimizing the need for additional hiring. |
| Enterprise IT Manager | Complex multi-realm tech stacks demand attention to system uptime and security. | Change reviews, an expert pool at your fingertips, and custom alerts to simplify processes and boost overall efficiency. |
Key Organization Benefits
Protect & Perform – 24×7 realm coverage + Robust proactive monitoring = Fewer surprises.
Expertise on Tap – 1 full day per month with senior Calabrio engineers for APIs, workflows, and best practices —actionable help without the wait or red tape.
Adoption That Sticks – Outcome Coach + Scorecards turn features into ROI.
Learn Your Way – Tailored learning paths keep teams current on every release.
Budget-Friendly – It’s incorporated into your subscription, so there are no surprise add-on costs.
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