Calabrio Workforce Management Now Interoperates with Microsoft Dynamics 365
Empowering contact centre agents with powerful self-service tools while providing contact centres with AI-driven insights
Calabrio have announced that Calabrio Workforce Management (WFM) now interoperates with Microsoft Dynamics 365 Contact Centre. This marks the next step in the longstanding collaboration between Calabrio and Microsoft, extending Calabrio’s robust, employee-centric WFM capabilities to elevate the way contact centres work today.
The Calabrio WFM delivers powerful self-service capabilities to agents and equips contact centre leaders with AI-driven insights to optimise operations. With the flexibility to work seamlessly with Dynamics 365 and other premier Contact Centre as a Service (CCaaS) platforms, Calabrio continues to provide contact centres with the tools they need to succeed in an ever-evolving industry landscape.
Raj Shankar, Global Head of Product at Calabrio, commented,
“Together, Calabrio and Microsoft are empowering contact centres to deliver exceptional customer experiences. With Calabrio WFM seamlessly working with Dynamics 365, we provide customers with robust flexibility and efficiency—enabling more accurate workforce planning, better alignment of resources, and a proactive approach to customer needs.”
Customers that have chosen Microsoft as their preferred CCaaS vendor can now benefit from interoperability with Calabrio WFM, leveraging a versatile and highly efficient workforce management platform. With Calabrio WFM, organisations gain access to a feature-rich solution for optimising operational efficiency, complying with all labor rules, and automating scheduling for any work rule or legislation. Key features include agent self-scheduling, an AI-powered Agent Scheduling Chatbot, and real-time monitoring—all within the full contact centre stack running in Azure. This interoperability brings the WFM to organisations prioritising solutions for their contact centre platform.
Harish Tyagi, Product Leader, Microsoft, said,
“Enabling Calabrio Workforce Management to work seamlessly with Microsoft Dynamics 365 Contact Centre represents a significant leap forward for contact centres,”
“With real-time insights for proactive decision-making, enhanced efficiency through accurate forecasting and seamless scheduling, and versatile, employee-focused solutions that empower agents, this interoperability combines our strengths to deliver a seamless, efficient, and flexible solution that optimises operational performance while prioritising both customer satisfaction and the agent experience.”
Innovation and Scalability Expands Contact Centre Capabilities
Calabrio WFM, formerly known as Teleopti, has a rich history with Microsoft, operating on Microsoft Azure servers for years and collaborating on notable projects such as “Grant”— the AI-driven Calabrio WFM chatbot. This latest advancement further solidifies the relationship by providing Dynamics 365 Contact Centre customers with access to one of the most scalable and customisable WFM solutions available today.
Key Benefits:
• Real-time Insights: Organisations can use real-time insights to optimise agent scheduling.
• Enhanced Efficiency: By seamlessly connecting to queue data from Dynamics 365 Contact Centre into Calabrio WFM, historical data is used for accurate forecasting and efficient scheduling of agents.
• Versatile, Employee-Focused Solutions: The combined solution enables agent self-scheduling and advanced forecasting, optimising contact centre performance while keeping the agent experience at the forefront.
Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.
For additional information on Calabrio view their Company Profile
