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Calabrio
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modern contact centers through intelligent automation, agent-centric mobility, and self-service options. It allows employees to quickly create schedules, request vacations, swap schedules, and update preferences, enhancing satisfaction and improving customer experiences. Data-Driven Forecasting and Scheduling: The tool integrates with over 150 contact center platforms, utilizing historical data and analytics to predict call volumes and generate accurate staffing schedules. Its multi-channel scheduling engine can automatically account for breaks, lunches, meetings, and other off-phone activities, ensuring optimal staffing levels. Real-Time Adaptability and Optimization: Calabrio WFM provides the capability to monitor and adapt schedules in real-time, accommodating unexpected changes in agent availability. It offers fast optimization for making large-scale adjustments easily and accurately, streamlining the scheduling process. Enhanced Visibility and Management: The platform offers customized dashboards and reporting for agents and management, providing a comprehensive view of performance metrics and enabling targeted coaching. Management features include viewing and approving vacation requests, staffing information, and agents' real-time status, all through an intuitive browser-based interface. Automation and Efficiency: Leveraging AI technology, Calabrio WFM introduces a virtual assistant named Grant for handling intraday employee requests, automating and streamlining processes. This contributes to improved productivity, efficiency, and service levels, reducing manual burdens and allowing teams to focus on delivering exceptional customer experiences.
Calabrio
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Calabrio
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Comprehensive Analytics Suite: Calabrio Analytics v11 revolutionizes customer intelligence in contact centers by embedding advanced analytics tools within a comprehensive toolset, making it a hub for customer-centric business intelligence. User Interface and Personalization: A completely reimagined user interface designed for intuitive information processing, alongside fully personalized dashboards, allows for instant access to relevant information and metrics tailored to specific job roles. Next-Generation Analytics: Features machine learning-driven predictive evaluations of calls, advanced sentiment analysis, and workforce optimization forecasting, enabling deeper insights into customer experience data. Real-Time Insights and Problem Solving: The platform provides near real-time analytics insights, such as predictive NPS and speech-to-text analytics, facilitating quick identification and resolution of issues like problematic coupon codes through detailed analysis of customer interactions. Enterprise-Wide Application and Customization: Calabrio Analytics not only enhances contact center performance but also supports cross-organizational decision-making with its integration into Calabrio Advanced Reporting. This allows for the creation of a unified business intelligence engine, driving customer-centric decisions with enterprise-level KPIs and customizable reports that highlight the impact of contact center metrics on overall business objectives.
