Calabrio’s Workforce Management Contact Centre Software Integrates with Avaya Experience Platform™ Public Cloud to Power Cloud-Driven Excellence
Increased flexibility, scalability and advanced functionalities provide superior customer experiences
Calabrio have announced an integration with another solution from Avaya. The award-winning Calabrio Workforce Management (WFM) solution will seamlessly integrate with Avaya Experience Platform™ (AXP) Public Cloud, in a milestone collaboration that will revolutionise the landscape for contact centres looking to innovate and modernise in the cloud.
Contact centre services, relied on by the business world, continue to evolve, demanding increased flexibility, scalability, and advanced functionalities to provide superior customer and agent experiences. The integration of Calabrio WFM with AXP Public Cloud meets these growing demands by providing a robust and innovative solution for enterprises seeking to embrace the cloud without disruption.
Joel Martins, Interim CEO and CTO, Calabrio, said,
“Calabrio is committed to providing innovative solutions that empower businesses to succeed in an ever-evolving competitive landscape, and this integration is strategically aligned with that goal,”.
“We continue to expand our integrations with Avaya to meet the needs of a highly mobile and global workforce. This WFM integration is an exciting leap forward in our teams’ ongoing collaboration.”
Calabrio and Avaya have a long-standing partnership with multiple integrations. This latest integration gives AXP Public Cloud customers, whether they are moving to or already in the cloud, access to a cloud-native, enterprise-grade WFM solution with powerful functions like:
– Predictive forecasting that uses advanced analytics and machine learning to enable smarter scheduling, staffing and budget planning decisions
– Omnichannel scheduling to ensure the right agents are available when and where they are needed to deliver consistent coverage and service quality regardless of channel
– Self-scheduling gives agents the freedom and control to manage their schedules—anytime, anywhere
– Automated suite-wide custom reporting that makes it easy to build and automate custom reports with key metrics that mean the most to your contact centre
Eric Rossman, Global VP, Strategic Alliances and Tech Partners, Avaya, commented,
“Avaya is proud to continue partnering with Calabrio, now delivering a comprehensive cloud solution that empowers agents to deliver the best experiences, while also maximising performance and efficiencies,”
“This integration signifies our dedication to innovation and helping organisations deliver exceptional customer experiences
For additional information on Calabrio’s Workforce Management solution Click Here
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 optimization (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
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact centre and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.
For additional information on Avaya view their Company Profile
