Calabrio Delivers Deeper Omnichannel Data Capture and Analysis to Turn the Contact Centre into a Hub of Customer Intelligence

Customers expect an exceptional experience across every interaction, and with loyalty on the line, companies must listen to what their customers are telling them—whether through direct feedback or actions during the customer journey—and respond based on those insights.

However, companies often struggle to connect the dots required to get a complete view of the customer across all touch points. In fact, Dimension Data found that 33 percent of organisations are not able to track the complete customer journey, let alone analyse, understand and improve the customer experience.

On the flip side, when companies are able to break down data silos, combine data from a broad set of sources, and quickly analyse it to anticipate customer needs, they drive a better experience.

This week, we announced a new version of Calabrio ONE, which enables companies to do just that. Calabrio One now has deeper integrations with leading CCaaS providers and allows companies to analyse customer interactions more easily. To learn more about how you can finally see the full picture of your customer experience, read our complete guide to customer interaction analytics.

Our expanded integrations with Amazon Connect, Five9, and Serenova give greater insight into agent performance and how it impacts customer satisfaction. We’re also able to capture and integrate voice, chat, and call/chat metadata from Microsoft Skype for Business

Improved analytics features make it even easier for companies to quickly gain insights from a broad set of customer interactions. Additionally, new pre-defined categories and phrases, as well as improved phrase manager features that simplify the implementation and review process so organisations can benefit from analytics faster and easier.

With Calabrio ONE, we provide companies with the ability to merge new data sources and analytics to turn the contact centre into a hub of customer intelligence that can be used to drive business decisions.

Matt Matsui

Matt Matsui, Chief Product Officer, oversees Calabrio’s companywide product efforts. Matt joined Calabrio with more than 25 years of experience leading product and marketing organizations for a broad range of companies, including ACNielsen, Cognos, Andersen Consulting, and numerous early-stage analytics firms. Through this experience, Matt developed a keen sense for growing markets with a heavy emphasis on big data, AI/ML, and applied analytics. Matt’s proficiency is bringing to market scalable and flexible enterprise SaaS solutions that leverage the power of analytics in simple and powerful ways. He holds undergraduate degrees from the University of Maryland, a master’s degree from Northwestern University, and a master’s degree in Applied Psychology from the University of Southern California.