Leading Workforce Engagement Management Suite for Genesys Cloud
Delivering amazing customer experiences just got easier with Calabrio ONE for Genesys Cloud
Best Cloud Contact Centre Meets Best Cloud Workforce Engagement Management
Selecting the best workforce management solution isn’t a one-size fits all approach. Every contact centre is unique. This is why Calabrio ONE is the workforce engagement solution of choice for Genesys Cloud customers across the world.
Whatever your contact centre size or complexity, Calabrio provides unparalleled functionality, interoperability and scalability. Our solutions integrate seamlessly with Genesys Cloud and your existing technology solutions to deliver exceptional contact centre performance, efficiency and experiences.
Welcome to the first, true-cloud Workforce Performance suite for Genesys.
Calabrio ONE Workforce Performance Suite
Add enterprise grade Workforce Management, Quality Management, omnichannel Analytics or any combination to your Genesys Contact Centre. Invest in your agents for exceptional workforce performance.
Workforce Management
From accurate, long-term forecasting and scheduling, to closing efficiency gaps and maximizing performance, Calabrio WFM ensures you have the right resources at the right time across all channels.
Quality Management
Measure and monitor agent performance, assess the quality and depth of your customer interactions, and provide targeted coaching to drive compliance and improvements for every agent.
Analytics
Gain actionable insights from every customer interaction with sophisticated AI and ML-powered speech, desktop, and text analytics. Pinpoint areas for improvement, uncover customer sentiment and drive better brand experiences.
WHY CALABRIO FOR GENESYS CLOUD?
All the tools you need, from the market leaders in cloud contact centre solutions, to enable next-level customer experiences, agent engagement and brand sentiment.
FEATURE RICH
Calabrio provides comprehensive, enterprise grade Workforce Engagement Management that meets the complex needs of contact centres across all industries, globally. With AI, automation and analytics embedded across the suite, agents are truly empowered to deliver exceptional experiences that enhances workforce performance.
FLEX AND SCALE
A highly flexible and modular suite means you can quickly expand your system as needed. Add storage, new integrations and capabilities – all while easily meeting the needs of a highly mobile and global contact centre workforce.
EXPERTISE
We are trusted global leaders in workforce engagement, it’s all we do and what we love. So, you benefit from the highest level of industry knowledge, intuitive software and a robust solution optimised for your specific needs that drives exceptional workforce performance.
TRUE CLOUD
Genesys Cloud and Calabrio ONE are true-cloud solutions hosted on AWS that leverage a native cloud-to-cloud integration for the security, reliability and scalability you expect for your contact centre.
INTEROPERABILITY
Adapt Calabrio to your unique contact centre needs by integrating existing systems, on premise or in the cloud. With open APIs and hundreds of prebuilt integrations, customisation is straightforward, seamless and low effort.
BEST OF BOTH
A Calabrio – Genesys contact centre delivers the ultimate combination of capability, reliability and flexibility. The power of two industry-leading solutions together drives workforce performance, with greater agility and efficiency, which delivers brilliant experiences for customers and agents.
Trusted by Contact Centres Worldwide
Customer Stories
Tabcorp
Tabcorp, boasting a robust team of over 5,000 employees and a commanding position in the wagering and gaming industry, faced a distinctive staffing challenge. Delve into the transformative impact of Calabrio’s state-of-the-art Workforce Management Solution on Tabcorp’s operations.
Explore how Calabrio elevated efficiency, productivity and customer service standards, particularly within a workforce primarily comprised of casual and part-time customer-facing personnel.
Spark NZ
In 2021, New Zealand’s leading telecommunications company, Spark, launched the Unified Front Line initiative. This ambitious project aimed to upskill 1,500 customer-facing employees, enabling seamless resource allocation to meet customer demand. The webinar delved into navigating technical and people challenges, workload management strategies, the pivotal roles of mobility and flexibility, and offered valuable reflections and recommendations for businesses undertaking similar transformative endeavors.
Testimonials
“Initially apprehensive about transitioning to Calabrio due to unfamiliarity, Tabcorp found a perfect fit for our integration needs with Genesys Cloud. With over 5,000 employees and a diverse operational landscape, Calabrio’s Workforce Management Solution transformed our operations. Efficiency, productivity and customer service soared, even with our unique workforce structure.”
Mary Durking – Tabcorp
“The Unified Front Line (UFL) was a new way of working at Spark, based on simplification, mobility and flexibility. Using Calabrio workforce engagement management (WEM) software has enabled powerful multi-channel agility to meet customer demand. Investing in the right tools is an important part of improving both the customer journey, and the employee experience. Calabrio’s unique industry experience of delivering unified workforce management functionality across an organisation’s entire frontline was a key reason we selected this solution.”
Daniel Cooper – Spark NZ
Leaders Belong Together
Gartner® Magic Quadrant™ for CCaaS and WEM
Gartner’s five-time visionary for Workforce Engagement Management (WEM) integrated with the eight-time leader in Contact Centre as a Service (CCaaS) makes a powerful combination. For fast scalability, rapid innovation and exceptional workforce performance – the choice is Genesys + Calabrio.
