Workforce Management Software | Calabrio ONE Workforce Management

Product Features

Meet the Moment: Agility for the Modern Contact Centre

WFM FOR A NEW ERA

Calabrio WFM enables your organisation, through its core functionality, to plan and manage your operations through advanced forecasting, dynamic scheduling and intelligent automation, while also providing the tools and technology to empower, educate and lead today’s workforce.

Core Functionality

Forecasts

Multi-skill, multi-channel forecasting for both short- and long-term planning, as well as for trends and seasonality analyses.

Schedules

Powerful, multi-skill scheduling-optimisation engine for effective employee planning, considering work-hour legislation, demand, employee requests–and more.

Self-Scheduling

Agent centric, self-service functionality that gives your agents greater control over their schedule, while also considering your customer service demands. 

Shift Bidding

Fixed schedule assignment based on agent input and ranking.

People

Employee administration, including work-hour contracts and skill assignments.

Shifts

Efficient shift generator for creating shifts from any mix of schedule activities.

Budgets

For long-term planning of staffing requirements; assess the staff available in comparison with forecasted resource need.

Intraday

Allows overview and detailed analysis of on-the-day traffic, performance and staffing down to interval level.

MyTime

Provided as both a web-based employee portal and an IOS/Android app, MyTime offers employees not only access to their schedules but also industry-leading empowerment tools for work-hour preferences and self-assessment.

Meetings

Plan, schedule and manage training/meeting sessions with advanced automation.

CC/CX Connector

Calabrio provides officially certified connectors to all major contact centre and customer experience platforms for automated transfer of contact data to Calabrio WFM.

Software Development Kit (SDK)

Calabrio WFM includes a powerful SDK platform for customised development and integration.

Calculate your savings with intelligent workforce management automation

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Empowerment, Education & Management for Today’s Workforce

Empower

GIVE EMPLOYEES AUTONOMY AND FLEXIBILITY NO MATTER WHERE THEY ARE WORKING

Build Your Own Schedule – Provide Your Employees with Increased Flexibility and Greater Control
Calabrio’s new build your own schedule functionality gives your agents greater control over their schedule, while also considering your customer service demands. Agents can add work hours on a scheduled or unscheduled day, based on predefined shift patterns and coverage.

Move Lunches or Breaks – Agent Self-Service Functionality
Enable your frontline employees to independently move their lunches and breaks for the day itself or coming 7 days. Schedules are updated instantly once moves are made. Parameters set by management and automated staffing monitoring mean zero managerial intervention is required and there is no  impact on customer service levels. Unleash the potential of your employees by removing stress & manual rigidity.

Grant – Your Virtual Assistant for Easier Employee Self-service
Grant is your own WFM concierge handling all processes related to schedule requests, so you can focus on the big picture. Monitoring current staffing alongside employees’ skills and schedules, Grant provides chat notifications when voluntary time off is available

Shift Bidding – Provide employees with a voice in their schedule
Calabrio shift bidding is a solution that provides employees with the ability to have a say in their preferred schedule, while also providing the organisation with a scheduling tool that is aligned with the key business priorities and KPIs.

Overtime Manager – Adapt Faster with Employee Insight & Influence
Finding staff at short notice to meet resourcing requirements has never been easier. Your employees can enter their overtime availability via the MyTime portal/app, creating a supplementary resource pool for planners when needed. Frontline staff are also able to see via self-service sidebars when overtime is likely available. They can then request to work the relevant overtime period with approval being automatic or manual.

Shift Trader – Enable Employees to View and Trade Shifts with Minimal
Supervision Employees can trade shifts – with or without team leader/administrator intervention – while maintaining staffing-level requirements. Your employees can view, evaluate and trade available shifts via the shift trade board in their MyTime employee portal/app – in no time at all.

Vacation Planner – Book Absences from Any Device Automatically
Save time and money with Vacation Planner, freeing up valuable resources and eliminating paper-based vacation and time-off approvals. Your employees book absences autonomously via the MyTime portal/ app and receive manual or automated approvals, denials or waitlist notifications, based on predefined business rules.

Educate

INCREASE TRANSPARENCY AND COMMUNICATION AROUND THE METRICS THAT MATTER

Data Explorer – Unlock the Power of Your Data
Customise your reporting with key metrics that mean the most to your contact centre. Reports and dashboards can be created so that users all have access to information and up to date data that was previously difficult to obtain and combine. Standard dashboards can also be created so that users all have access to the exact same information to ensure everyone is on the same page.

Personalised Homepage Dashboards – Quick Insights at Your Fingertips
Create customised dashboards power by Data Explorer technology with most meaningful data to you presented on your homepage experience when you login. With the ever-changing contact centre environment quickly adjust the metrics on your homepage to stay informed at a quick glance and dig into areas that need focus all while on your homepage.

Gamification – Promote Agent Performance and Development
Educate and motivate employees with badges and scorecards and reward top-performers based on metrics important to your business.

Manage

INTELLIGENTLY MONITOR AND MANAGE TEAMS AND PROCESSES IN THE EVOLVED WORLD OF WORK

Forecast – Understand demand and quickly calculate needed resources
Using advanced algorithms, easily identify arrival and seasonality patterns to help determine where and when to schedule resources. In addition, automatically keep an up-to-date rolling forecast, powered by machine-learning, reducing the manual input needed for managing your workforce.

Real-Time Adherence (RTA) – Detect and Correct Problems Immediately
Monitor employee status with customizable overviews – in real time. The RTA information, visible alongside schedules and employee state data, makes tracking adherence and adjusting schedules effortless, to maintain service-level targets throughout the day. Users can view historical adherence to spot behavioural patterns, as well as approve out-of-adherence.

Teams – Manage Your Team and Adapt Schedules from Anywhere
Enable a variety of team organisers to efficiently group, track and adapt schedules, as well as monitor employee status.

Agent Schedule Messenger (ASM) – Keep Track of and Improve Adherence
Pop-up reminders and the messenger interface (for rapid, efficient communication between customer reps and team leaders) help employees not only keep track of their scheduled activities throughout the day but also drive service-level targets through improved schedule adherence.

CalendarLink – Share Schedules; Access Them from Anywhere
Employees can view the latest schedule changes on preferred mobile devices and from third-party calendar services (e.g. iCal, MS Outlook) – anywhere, anytime. This not only eliminates tedious, manual notification processes but also increases schedule adherence.

SMSlink – Schedule Changes on The Go, In Real Time
Automated notifications of schedule changes, sent to employees via SMS, eliminates labour-intensive, manual processes. Proactive notifications bring improved schedule adherence!

Payroll Integration – Manage and Automate your Payroll Process
Automating your payroll process may potentially eliminate costly payroll errors and save administrative time. Payroll integrates with a wide range of payroll systems, transferring simple imports/exports of scheduled employee work hours and any deviations – absences, overtime or shifts allowances, and the like – to more complex exports that include advanced compensation calculations.

BPO Exchange – Close the Gap Between Resourcing Needs and Availability
Meeting variable service demands while optimising costs often requires external resources to be used to meet service level requirements. BPO Exchange allows employee requirements to be exported and available resources to be imported during planning and staffing phases. This provides a view of the total staffing situation, both in-house and BPO resources combined, and how much each contributes.

Meetings – Plan, Schedule, and Manage Meetings for Your Workforce
Meetings allow users to quickly select and schedule individuals and groups for trainings and meetings – no matter where they are located.

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