Calabrio and Five9 Join Forces to Modernise Contact Centre Operations
Customer-centric integration advances the industry with real-time audio streaming
Calabrio, a leading workforce performance company, is excited to announce a next-generation integration with Five9, provider of the Intelligent CX Platform. As a Five9 Select partner, Calabrio now offers Quality Management (QM) and Analytics capabilities powered by Five9 VoiceStream, a new real-time audio and metadata streaming service.
Joel Martins, Chief Technology Officer and Interim Chief Executive Officer, Calabrio. commented,
“Our customers’ success drives Calabrio’s continued investment in innovation. Five9 shares this dedication to helping businesses thrive in an ever-evolving customer-centric environment,”
“With this collaboration, our customers can deliver exceptional experiences, increase agent satisfaction and boost operational efficiency.”
The integration delivers a host of benefits to Five9 virtual call centre (VCC) customers, including enterprise-grade Call Recording, Quality Management, AI-driven Analytics, and Workforce Management (WFM)—all supported and certified by Calabrio and Five9. By harnessing Five9 VoiceStream’s unique real-time audio and metadata streaming, this collaboration outpaces competitors that only provide audio records and metadata post customer interaction.
Dan Burkland, President, Five9, added,
“Innovation is key for modern contact centres. The introduction of real-time audio streaming through Five9 VoiceStream marks a significant milestone in the industry,”
“Calabrio is an established leader in the workforce engagement management space and brings a long-standing history of customer commitment. Together, we are enabling contact centres to achieve unparalleled efficiency, flexibility and performance.”
Nutrisystem, an early beta tester of Five9’s VoiceStream for real-time audio streaming, faced contact centre challenges in workforce planning and quality management processes due to manual tasks and disconnected information. Using Calabrio ONE, Nutrisystem modernised and automated its contact centre operations, and the Calabrio and Five9 integration resulted in call recordings seamlessly streaming to Calabrio ONE for AI-fueled quality management and analytics. Workforce planners also have sophisticated, AI-powered forecasting and automated scheduling tools to more efficiently develop forecasts and schedules. Nutrisystem now enjoys enhanced analytics, better visibility into the customer experience, and a 67% increase in contact centre productivity.
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
n be more customer centric.
The Five9 Intelligent CX Platform provides a comprehensive suite of solutions to engage with customers across their channel of choice, empower managers with insights and intelligence into contact centre performance, and elevate your business to deliver better business outcomes and Bring Joy to CX™. Our cloud-native, scalable, and secure platform includes contact centre; omnichannel engagement; Workforce Engagement Management; extensibility through more than 1,400 partners; and innovative, practical AI, automation, and journey analytics that are embedded as part of the platform. Five9 brings the power of people, technology, and partners to more than 2,500 organisations worldwide.
For additional information on Five9 view their Company Profile
