New enterprise platform features business intelligence tools to improve employee engagement and drive a superior customer experience
Minneapolis, MN — October 4, 2017 — Calabrio, a leading provider of customer engagement and analytics software, unveiled the new Calabrio ONE—an intelligent, fully integrated enterprise workforce optimization and engagement suite—at its global customer conference this week, Calabrio Customer Connect.
The new release of Calabrio ONE helps customers manage the complexities of the modern, multichannel contact center. Featuring intuitive reporting and business intelligence tools, organizations can now seamlessly leverage contact center data and insights to make better business decisions, drive employee engagement and improve customer satisfaction.
“Calabrio ONE not only delivers on the needs of the enterprise, it offers unparalleled ease-of-use for contact centers worldwide,” said Tom Goodmanson, president and CEO of Calabrio. “The new platform provides enterprises with the visualization and reporting they need to easily gain insights from customer and employee interaction data to drive results across the business. This week, our customers came together to learn how to better engage their employees and help solve the problem of agent attrition. Not only is it expensive and time-consuming to hire and train new employees, contact centers that have a virtual revolving door of agents typically struggle to maintain acceptable customer satisfaction rates. Our new platform helps contact centers engage their agents and, in turn, build better customer experiences.”
With this release, the company introduces Calabrio Advanced Reporting. This end-to-end reporting solution integrates customer interaction data from inside and outside of the contact center—including critical data streams such as ACD, WFO, CRM, HRMS and ERP—and unifies it into intelligent visualizations and dashboards that are easily accessed and shared across the enterprise for powerful and potentially game-changing decision making. The new reporting capabilities are also embedded within the Calabrio ONE suite, delivering robust WFO-specific business intelligence across Quality Management, Workforce Management and Analytics.
Additional features to the platform provide enterprise-grade capabilities for managing today’s global contact centers, including new agent mobility tools, expanded language support and new pre-built adapters that enable seamless integration with Amazon.com, Avaya, Cisco, Google Analytics, Salesforce.com and other enterprise systems.
The new Calabrio ONE platform is available now, and customers and partners who attended Calabrio Customer Connect (C3) got a first look through demos and hands-on experiences.
Also announced at C3 is the Calabrio Success Center, a new customer and partner community, and the company’s first-ever customer awards program, the ONE Awards, which recognize and celebrate organizations who are leveraging Calabrio to drive the future of workforce optimization, and customer and employee experience.
C3 2017 is centered on driving higher employee engagement, greater customer loyalty and better multichannel customer experiences. The event features presentations from human behavior expert, Colette Carlson, Ian Jacobs of Forrester Research and Paul Stockford of Saddletree Research. Attendees can also experience more than 60 breakout sessions from Calabrio experts and customers. The event sponsors include Arrow Systems Integration, ATS, BroadSoft, Cisco, ConvergeOne, Five9, IntraNext Systems, Loem and ShoreGroup.
Just announced, C3 2018 will be held September 10-13 at the Gaylord Opryland Resort & Convention Center in Nashville, Tennessee. Visit the C3 web site for more information and to register for next year’s event.
Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE® software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer. Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity. Find more at http://www.calabrio.com/ and follow @Calabrio on Twitter.
Calabrio, Calabrio ONE® and the Calabrio logo are registered trademarks or trademarks of Calabrio Inc. All other trademarks mentioned in this document are the property of their respective owners.