Calabrio have announced a technology integration with Twilio and Twilio Flex, its programmable contact centre platform.
The cloud-to-cloud integration fills a gap for modern contact centres wishing for a customizable, data-driven environment by combining the capabilities of workforce engagement management (WEM) and contact centre as a service (CCaaS).
With the Calabrio ONE and Twilio Flex integration, contact centres can leverage one combined platform for fine-tuned communication routing and workflows, channel expansion, data capture, quality evaluations, powerful analytics and workforce management.
Calabrio ONE and Twilio are hosted on the same cloud computing web services ensuring a tighter, secure and reliable integration.
“There is a clear shift in the contact centre marketplace as customers desire a connected environment rather than disparate systems or data siloes,” said Matt Matsui, chief product officer at Calabrio.
“To deliver on our customers’ desire to aggregate this powerful data, we are partnering with leading telephony platforms to drive data-rich interactions for companies and their customers.”
“To enable this change for customers, Calabrio is strengthening its integration with Twilio and increasing the functionality between platforms based on flexible, customer-centric innovation.
“Both companies put users at the centre of everything they do, resulting in solutions that hit the mark for today’s modern organizations.”
This full-suite integration provides customer service organizations with an out-of-the-box, intelligent engine that features a rich, customizable set of insights and transforms all workforce and customer data into valuable knowledge, plans and action.
Teams more easily understand the customer journey, forecast and schedule agents for interactions, tap into intelligent interaction analytics, flow important information through to agents and engage and empower them for elevated customer experiences.
Born from the hypergrowth and flexibility of CCaaS and communications platform as a service (CPaaS), contact centres are adopting and realizing the advantages of programmable cloud contact centre platforms, like Twilio Flex.
For customers using Twilio Flex, integration with the Calabrio ONE suite is now available. For more information, visit calabrio.com/twilio-flex
This news story has been re-published by kind permission of Calabrio – View the original post
To find out more about Calabrio, visit their website. www.calabrio.com