2020 was a time of great change for the contact centre. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognised that new strategies were needed to their customers’ needs at the forefront. To better meet the challenges stemming from the evolving workplace due to the pandemic, Calabrio quickly pivoted its platform offerings to quickly assist customers struggling in response to COVID-19. As a result, Calabrio designed and deployed the tools needed to help businesses increase client satisfaction, build customer loyalty and enhance the customer experience through groundbreaking and easy-to-use technologies.
To ensure our customers received this support, we pivoted our contact centre solutions to help customers embrace this new world of work. Through our analytics product, as well as the full workforce engagement management suite, we helped our customers navigate a changing landscape and continued to deliver unparalleled customer service. As a result, Calabrio has been recognised as the winner of the 5th annual Workforce Optimisation Innovation Awards.
The Workforce Optimisation Innovation Awards recognises vendors that are using data-driven analysis to advance the call centre, CRM and teleservice industries one solution at a time. The awards are presented by CUSTOMER Magazine and Calabrio came first for Calabrio Analytics and our new Calabrio ONE WFO suite.
Calabrio Analytics uses AI and machine-learning tools to deliver faster predictive models from customer interactions. By combining powerful speech-to-text with phonetics, Calabrio Analytics transforms raw audio data from contact centre calls into meaningful customer insights and unified solutions. With Calabrio Analytics, contact centres can easily run ad hoc searches, understand sentiment and perform root cause analysis to identify the issues jeopardising an organisation’s success. Calabrio Analytics offers accurate and efficient speech analytics insights to better help contact centre managers execute and train their agent teams, improving the customer experience.
As an agent-centric product, the Calabrio ONE Workforce Optimisation Suite empowers businesses and their employees to deliver the best customer experiences. From quickly deploying high-functioning, cost-efficient remote work models to enabling greater employee autonomy over their schedule and work life and on to AI-driven performance management, the Calabrio ONE WFO Suite helps contact centres stay nimble in unexpected events and support both customers and agents alike.
Award recognition of this caliber not only validates the dedication we serve to our customers, but it also helps propel us into 2021 as a leader in the evolving workforce optimization and engagement management marketplace.
In fact, just last month Calabrio received perfect customer satisfaction scores and the best scores of any vendor in three out of four categories in DMG’s 2020-21 Workforce Optimisation Product and Market Report. And most recently, we announced the Calabrio Launch: QM Connector as part of the Salesforce AppExchange.
While our momentum escalates, so does our work and dedication to expand and innovate our solutions to help drive customer success. Right out of the gate of 2021, our award win, the unmatched DMG survey scores and the recent product integration launch are just a few examples of that the ways we continue to revolutionise the market. We believe in empowering human interactions, which is why we have placed our own customers at the heart of our actions today, tomorrow and well into the future.