Calabrio: Does Workforce Management and Performance Best

Scott Budding

Improving employee performance, well-being and motivation.

Empower your employees to deliver the seamless, personalised experiences that drive brand loyalty and business revenue. Calabrio ONE is your true-cloud workforce performance suite, providing AI-fuelled insights and automated workflows that make your contact centre work smarter, faster, and better.

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Turn your workforce challenges into competitive advantages

Contact centres face growing demands from every angle. Customers want more empathetic, personalised experiences across many channels and could leave your brand after only two negative interactions. Businesses are counting on the contact centre to deliver. And everyone from marketing to supply chain is keen for customer-centric business intelligence. Calabrio ONE gives you an integrated solution to turn challenges into competitive advantages and deliver powerful value to your business.

Engage employees

Use the voice of the customer to understand where your contact centre and your business needs to go. Anticipate and forecast customer demand. See your best opportunities for improvement. Turn your contact centre into a hub of customer insights.

Enrich customer experiences

Understand the full customer experience and improve it. Get 360 visibility across channels. Use analytics to elevate service and outperform KPIs. Use predictive evaluations to fuel constructive agent conversations. Embrace your role as an essential brand guardian.

Active insights and analytics

Inspire your agents to deliver outstanding customer experiences with dynamic workforce performance solution. Self scheduling flexibility. Integrated gamification. Data driven coaching. Give agents the feedback they need and the tools to be their best.

Best-in-class tools. One integrated suite.

Calabrio ONE is a workforce performance suite with workforce optimisation (WFO) at the core, maximised with enterprise-grade agent engagement and AI-fuelled analytics tools. Data Explorer is embedded across the suite so you can shatter silos and reveal a full view of the employee and customer experience from a single interface.

Interaction recording

Hear the full voice of the customer. Capture every call, email, chat, text, and tweet. Transform that raw data into actionable customer intelligence with fully integrated analytics tools. Securely store all customer intelligence in the cloud and quickly find interactions to coach agents, prove adherence, or settle disputes.

Performance improvement

Take every opportunity to improve performance. Score every interaction with predictive analytics. Resolve nuance with speech to text and sentiment analytics. Give managers and agents near realtime visibility into performance. Then inspire self improvement with built in gamification and personalised coaching. Make sure you make the most of every customer interaction.

Workforce management

Get the AI-powered WFM tools you need to balance customer demand, employee satisfaction, and operational excellence. Forecast volume and schedule the right agents with the right skills at the right time. Give agents freedom and flexibility with self scheduling. And put intelligent automation to work to streamline workflows and eliminate burdens.

Analytics

Use embedded analytics tools across the entire suite and prebuilt workflows that deliver actionable insights where they’re most relevant: in agent dashboards and WFM planning. Easily build custom analytics reports that offer a complete view of the customer journey. Put your contact centre and business one step ahead of the market with AI-driven insights for predictive sentiment, interaction scoring, and phrase hits.

Data management

Accelerate customer centric reporting and move from insight to action, faster. Connect any data from any source and create a single source of truth. Build and automate custom reports with AI-powered tools. Then share that intelligence across the business through intuitive visualisations. Enable your brand to drive customer centricity from sales and marketing to product development and service delivery.

A true-cloud platform: Amplify agility. Accelerate time to value.

Calabrio ONE was built for the cloud from the ground up to give you maximum speed and agility. Roll out quickly, update instantly, and seamlessly scale with your needs. Leverage near limitless storage and computing power to harness the full potential of AI and machine learning. Know that your data is secure, and your business is protected. Make your contact centre the foundation of digital business transformation with new functionality every week.

Contact us today to learn more about how Britannic and Calabrio can transform your workforce management and collaboration strategies.

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