Ability to merge new sources of data turns contact centers into hub of customer intelligence
Minneapolis, MN — June 26, 2018 — Calabrio, a leading provider of customer engagement and analytics software, today released a new version of Calabrio ONE—an intelligent, fully integrated enterprise workforce optimization (WFO) and engagement suite.
The new Calabrio ONE platform enables companies to integrate with more platforms and analyze customer interactions more easily, providing greater insight into the quality of agent performance and the customer experience across a broad set of contact channels.
“Customer expectations are high at every stage of the customer lifecycle, so companies need to pay close attention to what customers are telling them, both verbally and through their behaviors,” said Matt Matsui, chief product officer at Calabrio. “Our predictive analytics enable companies to turn data into insights and anticipate customer needs. The first step is getting to the data; our new release helps customers break down even more data silos and quickly reassemble the customer journey to understand and drive a better experience.”
Expanded Integrations Drive Omnichannel Quality Analysis
With this release, Calabrio deepens its integrations with leading Contact Center as a Service (CCaaS) providers Amazon Connect, Five9 and Serenova. With CCaaS interaction data combined with WFO data, contact centers gain a more complete view of agent performance and how it impacts customer service and satisfaction.
Calabrio continues to innovate ways to pull in new sources of valuable customer interaction data. Organizations can now capture and analyze data coming in from radio, analog, and dispatch recordings—sources that are especially important for regulated industries, such as utilities, public safety dispatchers, oil and gas, air traffic control, government, security and healthcare.
In addition, new Calabrio ONE capabilities capture and integrate voice, chat and call/chat metadata from Microsoft Skype for Business. The Calabrio suite then analyzes Skype conference call recordings through speech analytics engines for greater context to agent-customer interactions.
Faster Insights with Improved Analytics
Updates to Calabrio Analytics make it even easier for companies to gain insights quickly from customer interactions. New pre-defined categories and phrases that leverage industry best practices allow for organizations to benefit from analytics faster and with less effort, while improved phrase manager features simplify implementation and review processes. And, tighter integration of Calabrio Analytics and Calabrio Quality Management (QM) provides a streamlined approach to viewing sentiment scores of individual contacts within the QM solution.
In addition to the new integrations and analytics capabilities, Calabrio ONE now brings a deeper level of security with new certificate control features, expanded encryption options and added security layers to prevent unauthorized access.
The new Calabrio ONE platform is now available.
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.
About Calabrio ONE
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience. Find more at https://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.