Calabrio Blog
Find More Great Content
Engaged Agents Equal Engaged Customers: Calabrio and Serenova Team Up to Bring WFO to CCaaS
The emergence of contact centre-as-a-service (CCaaS) platforms is changing the very core of how contact centres operate. These robust, cloud-based solutions are easily deployed, scalable, and cost-effective, allowing brands to quickly modernise their contact centres without the heavy overhead of legacy solutions. Now, the contact centre is available anywhere, and at any time in order to deliver that “always on” experience that customers have come to expect.
This shift in consumer expectations also requires a new look at how contact centres manage and engage their workforce. Smart brands know that they can’t have engaged customers without first having engaged employees and, to do so, they must have the right workforce engagement strategies in place to ensure success. From staffing needs to coaching and training, organisations are refocusing on how to prepare their agents to provide the best possible customer experience.
For many organisations, it starts with the right workforce optimization (WFO) solution. This is why we are teaming up with Serenova, a globally scalable contact centre-as-a-service (CCaaS) provider to integrate the Calabrio ONE WFO suite into the CxEngage CCaaS platform—creating a streamlined customer engagement centre in Amazon Web Services (AWS).
Calabrio ONE was selected as the WFO solution of choice for Serenova CxEngage because a great WFO solution combined with a robust CCaaS platform is the perfect recipe for a modern contact centre. Our team built the Calabrio ONE WFO suite to meet the needs of the modern contact centre, and modern contact centre agents need flexibility, feedback, and great technology in order to deliver a personalised customer experience.
At Calabrio, we are committed to delivering the right solutions to elevate the contact centre to a customer engagement hub. And we know that agents are the heart of customer engagement. With the Serenova CxEngage CCaaS platform and the Calabrio ONE WFO suite, brands now have a unified view of all contact centre activity at anytime, anywhere to make informed decisions about their people, processes and performance.
Learn more about our partnership with Serenova.
To learn how contact centres can drive business value across the organisation, download the Definitive Guide to the Modern Contact Centre.
If you’d like to discover the key concepts and best practises of workforce optimization, read our complete guide to WFO.
As Chief Marketing Officer at Calabrio, Rebecca is responsible for lead generation and pipeline marketing, content strategy, customer marketing, and corporate communications. An unflappable veteran of Minnesota’s emerging technology industry with nearly 20 years of experience, Rebecca has been entrusted with millions in venture capital and the formidable task of building lead funnels, and differentiating and positioning entrepreneurial brands. Most recently, Rebecca was Director of Integrated Marketing for Code42—a data protection and security company—where she fueled a content-driven lead-gen strategy, customer engagement/advocacy and communications initiatives. Prior, Rebecca held marketing leadership roles at Trissential, Stellent, and Oracle. Rebecca holds a B.A. degree from the University of Wisconsin.
