Remote Work Solutions for Contact Centers - Calabrio

Remote Work Solutions for Your Contact Center

Most companies are moving to a work-from-home model. What does that mean for your contact center infrastructure? You need to deploy something to manage a remote workforce – and fast. We’re here to help.

We have worked with our partners to provide custom bundles and solutions aimed at remote work challenges. These options are available with quick deployment, giving you direct control over operating costs and customer satisfaction levels.

HOW CAN WE HELP?

Start here by choosing which remote work challenge you’re looking to address.

I Need a Virtual Contact Center
– Fast!

Learn how we can help you rapidly launch complete contact center and workforce optimization solutions in the cloud in days.

I need help managing and evaluating remote agents

Looking for ways to better evaluate and manage your remote agents? Check out out our work-from-home (WFH) enhancements for your current software.

I need help with the rapid shift to a remote contact center

From analytics for virtual meetings to help with scheduling remote agents, Calabrio’s Innovation Center is rapidly developing new ways to help our customers.

MANAGING A REMOTE WORKFORCE

Specific, rapid-deployment solutions designed to enhance your current Calabrio software to solve challenges with remote workers. Deploy live within your environment in a matter of days.

Want to know how to manage your Remote Workforce?

WORK-FROM-HOME ENHANCEMENTS FOR CALL RECORDING

Whether you need to keep newly remote agents engaged, follow emerging customer trends or see the complete picture of every customer interaction across channels, Calabrio offers several options to quickly adapt to business changes and uplevel your newly remote contact center in a matter of days.

Our new bundles offer rapid deployment on top of Calabrio Call Recording.

THE SOLUTIONS:

Learn more about these custom Call Recording enhancement options by visiting our WFH Options solutions page.

WFH Evaluations and Live Monitoring

Adding Calabrio’s best-in-class quality evaluations and live monitoring toolset to your Call Recording Software.

WFH Desktop Analytics

Empower your contact center managers to better manage remote agents with Calabrio’s real-time, AI-driven Desktop Analytics

WFH Speech Recognition

Leverage Calabrio’s CR+ Speech Recognition solution to automate recording and reporting of key words and phrases.

WFH Omnichannel Capture and Evaluations

Pull in omnichannel interaction data and leverage Calabrio Analytics to build an AI-driven omnichannel QM program, remotely.

Remote Work Apps from the Calabrio Innovation Center

Calabrio’s Innovation Center finds powerful new ways to put your Calabrio One investment to work for you—and the Calabrio team has been working quickly to develop solutions to challenges our customers are facing with the rapid shift to remote.

For a limited time, Virtual Meeting Insights and Bulk Schedule Editor are offered for free to current customers. Visit the Calabrio Marketplace to enable and to see all the recommended apps for organizations responding to challenges related to COVID-19.

VIRTUAL MEETING INSIGHTS

Understanding customer interactions across all channels, including virtual meetings, is vital to connecting the complete customer journey. Virtual Meeting Insights makes it easy to import your web and video meeting recordings from Zoom and combine them with the full power of the Calabrio ONE customer experience intelligence suite.

Fully integrated with Calabrio ONE

  • Connect virtual meeting recordings from Zoom with customer accounts to understand the full customer journey
  • AI- and ML-powered analytics, reporting, and customizable dashboards provide actionable insights into every meeting
  • Automate the process to find, review and evaluate the most relevant virtual meetings

BULK SCHEDULE EDITOR

Enterprise schedule administration just got easier with Bulk Schedule Editor from the Calabrio Innovation Center.

FULLY INTEGRATED WITH CALABRIO WORKFORCE MANAGEMENT

  • Save time when updating schedules for multiple agents, teams or skill mappings in Calabrio Workforce Management (WFM).
  • With just a few clicks schedulers can make bulk edits and updates to In-Service Queues/Skill Groups, Overtime Service Queues/Skill Groups and Exceptions.
  • Ensure accuracy and review and confirm changes before schedules are impacted.
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Need help launching or enhancing your virtual contact center?

Our team is ready to answer your questions

On Demand: The Rapid Shift to Work from Home

IMPLEMENT REAL-WORLD ACTIONS TO QUICKLY SHIFT YOUR CONTACT CENTER TO WORKING FROM HOME.

CALABRIO ONE PRODUCT DEMO

A fully integrated customer engagement suite.

RESOURCES TO HELP MAKE REMOTE WORK ACTUALLY WORK

Learn how companies are managing fully remote workforces for the first time.

A COMPLETE GUIDE TO MANAGING A REMOTE WORKFORCE

The world of remote work has taken on a new meaning. Now, with more people working from home, contact centers face new challenges in maintaining excellent customer service.

Calabrio ONE
with Twilio Flex Boost

60

Agents free for 3 months, with additional agents at bundle price

15%

Discount over MSRP on suite bundle

Learn more about this offer from Calabrio and Twilio on our Twilio partner page.

Calabrio Quality Management
with Twilio Flex Boost

60

Agents free for 3 months, with additional agents at bundle price

30%

Discount over MSRP on QM agent per month cost

Standalone QM service

Learn more about this offer from Calabrio and Twilio on our Twilio partner page.

Calabrio ONE with Amazon Connect

$50,000 Services

$15,000 Managed Services Pricing

Learn more about this offer from Calabrio and Amazon Connect on our Amazon partner page.

Calabrio Quality Management with Amazon Connect

$25,000 Services

$10,000 Managed Services Pricing

Standalone QM Service

Learn more about this offer from Calabrio and Amazon Connect on our Amazon partner page.

WFH Evaluations and Live Monitoring

Adding Calabrio’s best-in-class quality evaluations and live monitoring toolset to your Call Recording Software.

Learn more about these custom Call Recording enhancement options by visiting our WFH Options solutions page.

WFH Desktop Analytics

Empower your contact center managers to better manage remote agents with Calabrio’s real-time, AI-driven Desktop Analytics

Learn more about these custom Call Recording enhancement options by visiting our WFH Options solutions page.

WFH Speech Recognition

Leverage Calabrio’s CR+ Speech Recognition solution to automate recording and reporting of key words and phrases.

Learn more about these custom Call Recording enhancement options by visiting our WFH Options solutions page.

WFH Omnichannel Capture and Evaluations

Pull in omnichannel interaction data and leverage Calabrio Analytics to build an AI-driven omnichannel QM program, remotely.

Learn more about these custom Call Recording enhancement options by visiting our WFH Options solutions page.

Virtual Meeting Insights

Bulk Schedule Editor

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