Talkdesk + Calabrio
Innovative Workforce Management for your Cloud Contact Center
Talkdesk & Calabrio: Enabling companies with Calabrio Teleopti WFM’s user-friendly automation and optimization of omnichannel forecasting, scheduling, and people management.
It’s a simple formula: the right agent, in the right place, with the right skill, at the right time equals a superior customer experience. Contact centers face many challenges daily from fluctuating call volumes, expanding media types, to high turnover. Together, Talkdesk and Teleopti WFM give you the right tools to build, manage, and ensure a smooth interaction between agents, supervisors and your customers – all in the media of their choice.
When paired together, Teleopti WFM and Talkdesk help businesses of all sizes lower costs and gain more customer insight while becoming more efficient in day-to-day operations. Teleopti WFM provides strategic planning, forecasting, scheduling, real-time adherence, and employee engagement capabilities to promote business growth and provide a more balanced workload, all while ensuring your customer traffic is known and service levels are met.
“Talkdesk is thrilled to offer customers a new contact center experience that incorporates cutting-edge technology from Teleopti. We recognize them as a true innovator and are looking forward to building something great together, “said Robert Sur, Head of Platform at Talkdesk.
Increase Operational Efficiency with Calabrio ONE
Enable your agents to work smarter—and your contact center operate more efficiently. Maintain high levels of customer service and keep costs low by better identifying how many agents you’ll need. More accurately schedule agents on all customer communication channels; phone, email, chat based on past call volumes and trends.
Improve the Customer Experience with Calabrio ONE
Deliver a higher-quality, more consistent customer experience across every channel.
Know what happens in every customer interaction with 100% call recording and capture.
Quickly identify the need for targeted agent training and provide one-on-one coaching with flexible evaluation forms.
Discover the Voice of Your Customer with Calabrio ONE
Why rely on surveys to find out what your customers really want?
Make better, faster, data-driven decisions by understanding all customer interactions.
Accelerate sales, manage risk and enhance customer engagement with analytics that can help you uncover insights directly from customers.
Why Choose Calabrio ONE for Your Talkdesk Contact Center?
Scheduling and Optimization
Whatever your particular set of rules – e.g. national labor regulations, contract specifications, agent preferences – automated scheduling can take all of these into consideration. Teleopti WFM allows you to schedule for any length of time interval and thus helps ensure that, with additional resources, your highest peak periods will always be covered adequately.
Calabrio understands that agents are your most vital asset. A must, then, is supplying a tool accessible on any modern device that allows them to check their work schedules, view messages, make shift trades, request vacation, state preferences and add overtime availability – all of which lower attrition rates. In addition to this, Teleopti WFM has embedded gamification and self-assessment features engage agents and help improve their overall performance.
Follow Up and Improve
Contact centers are one of the most dynamic areas in many organizations. Teleopti WFM supports this dynamic nature, offering full intraday capabilities and real-time adherence functionalities. Make changes with a click of your mouse. Follow up on any of the many reports available, or create reports, dashboards and scorecards – in just seconds.
Calabrio & Talkdesk Travel Well Together: Global Deployments
Calabrio ONE serves all industries and has been commonly utilized in:
- Financial Organizations
- Financial Organizations
Want to read more about how Calabrio is empowering organizations in your industry?
Learn More about Talkdesk
Compatible product(s): Calabrio Teleopti WFM