Calabrio, a leading provider of customer engagement and analytics software, unveiled the new Calabrio ONE—an intelligent, fully integrated enterprise workforce optimization and engagement suite—at its global customer conference this week, Calabrio Customer Connect.
The new release of Calabrio ONE helps customers manage the complexities of the modern, multichannel contact center. Featuring intuitive reporting and business intelligence tools, organizations can now seamlessly leverage contact center data and insights to make better business decisions, drive employee engagement and improve customer satisfaction.
“Calabrio ONE not only delivers on the needs of the enterprise, it offers unparalleled ease-of-use for contact centers worldwide,” said Tom Goodmanson, president and CEO of Calabrio. “The new platform provides enterprises with the visualization and reporting they need to easily gain insights from customer and employee interaction data to drive results across the business. This week, our customers came together to learn how to better engage their employees and help solve the problem of agent attrition. Not only is it expensive and time-consuming to hire and train new employees, contact centers that have a virtual revolving door of agents typically struggle to maintain acceptable customer satisfaction rates. Our new platform helps contact centers engage their agents and, in turn, build better customer experiences.”
With this release, the company introduces Calabrio Advanced Reporting. This end-to-end reporting solution integrates customer interaction data from inside and outside of the contact center—including critical data streams such as ACD, WFO, CRM, HRMS and ERP—and unifies it into intelligent visualizations and dashboards that are easily accessed and shared across the enterprise for powerful and potentially game-changing decision making. The new reporting capabilities are also embedded within the Calabrio ONE suite, delivering robust WFO-specific business intelligence across Quality Management, Workforce Management and Analytics.
Additional features to the platform provide enterprise-grade capabilities for managing today’s global contact centers, including new agent mobility tools, expanded language support and new pre-built adapters that enable seamless integration with Amazon.com, Avaya, Cisco, Google Analytics, Salesforce.com and other enterprise systems.
The new Calabrio ONE platform is available now, and customers and partners who attended Calabrio Customer Connect (C3) got a first look through demos and hands-on experiences.