Calabrio Release Updated Workforce Optimisation Suite


Calabrio have released a new version of Calabrio ONE—an intelligent, fully integrated enterprise workforce optimisation and engagement suite.

The new Calabrio ONE platform enables companies to integrate with more platforms and analyse customer interactions more easily, providing greater insight into the quality of agent performance and the customer experience across a broad set of contact channels.

“Customer expectations are high at every stage of the customer lifecycle, so companies need to pay close attention to what customers are telling them, both verbally and through their behaviors,” said Matt Matsui, Chief Product Officer at Calabrio.

“Our predictive analytics enable companies to turn data into insights and anticipate customer needs. The first step is getting to the data; our new release helps customers break down even more data silos and quickly reassemble the customer journey to understand and drive a better experience.”

Expanded Integrations Drive Omnichannel Quality Analysis

With this release, Calabrio deepens its integrations with leading Contact Centre as a Service (CCaaS) providers Amazon Connect, Five9 and Serenova. With CCaaS interaction data combined with WFO data, contact centres gain a more complete view of agent performance and how it impacts customer service and satisfaction.

Organisations can now capture and analyse data coming in from radio, analog, and dispatch recordings—sources. These are especially important for regulated industries, such as utilities, public safety dispatchers, oil and gas, air traffic control, government, security and healthcare.

In addition, new Calabrio ONE capabilities capture and integrate voice, chat and call/chat metadata from Microsoft Skype for Business.

The Calabrio suite then analyses Skype conference call recordings through speech analytics engines for greater context to agent-customer interactions.

Faster Insights with Improved Analytics

Updates to Calabrio Analytics make it easier for companies to gain insights quickly from customer interactions.

New pre-defined categories and phrases allow for organisations to benefit from analytics faster and with less effort, while improved phrase manager features simplify implementation and review processes.

Also, tighter integration of Calabrio Analytics and Calabrio Quality Management (QM) provides an improved approach to viewing sentiment scores of individual contacts within the QM solution.

In addition to the new integrations and analytics capabilities, Calabrio ONE now brings a deeper level of security with new certificate control features, expanded encryption options and added security layers to prevent unauthorised access.

To find out more about Calabrio, visit: www.calabrio.com

Published On: 5th Jul 2018
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