Zoom Contact Centre Powers Up with Calabrio’s True-Cloud, Enterprise-Grade Workforce Management Solution
Cloud Contact Centre Leaders Collaborate to Empower Agents and Elevate the Customer Experience
Calabrio have announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Centre customers access to the only true-cloud, enterprise-grade WFM solution on the market.
With predictions of an uncertain economic environment, contact centres are more budget conscious. Leaders are expected to achieve more with less as they combat the ongoing struggle to retain high-performing team members. Meanwhile, as technology evolves, consumer expectations continue to skyrocket. According to a Calabrio report, 97% of consumers say contact centre interactions directly impact brand loyalty, and 3 in 5 consumers have switched brands due to a negative experience. Consumers demand access to multiple channels, personalised interactions, more empathetic experiences, and even faster resolutions.
Scott Brown, Head of Zoom Contact Centre Sales, said,
“Zoom has seen tremendous growth in recent years as technology’s ability to drive human connection has been more important than ever before. Now, with Zoom Contact Centre, we are enabling brands to connect meaningfully with their customers,”
“Part of fostering these connections is integrating with advanced workforce engagement management (WEM) solutions to elevate the experience and performance of the agents interacting with customers. The agent-centric nature of Calabrio Workforce Management, alongside its ease of use and flexibility, fits perfectly with the Zoom mantra.”
Calabrio’s true-cloud, enterprise-grade WFM solution helps offer the access customers desire and unlocks the potential of the contact centres’ greatest asset—the agent. Zoom Contact Centre customers can enjoy the functionality of a highly scalable WFM solution that meets the complex needs of contact centres across all industries, globally. AI-powered forecasting and automated, multi-skill scheduling connects the right agents with customers at the right time. Intuitive self-scheduling available via mobile app and powered with virtual-assistance technology gives agents greater freedom and flexibility. By building digital channel efficiency and efficacy ahead of time, contact centres can optimise agent performance and elevate their operations to the next level.
Vickie McGovern, Vice President of Strategic Partnerships at Calabrio, said,
“Calabrio and Zoom are trusted allies for delivering unrivaled customer support. As more and more companies evolve to the cloud from on-prem solutions, we embraced the demand of Zoom Contact Centre customers for an integrated, true-cloud workforce management solution that meets the needs of customers, agents, and the entire customer service operation,”
“As a customer-first organisation we rose to the occasion. This WFM integration is just the start of Calabrio and Zoom’s ability to fully equip joint customers with the tools and insights to develop the full potential of their agents and deliver the experience desired by today’s customers.”
For additional information on how you can empower your contact centre with Calabrio Workforce Management and Zoom Contact Centre 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 center 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 personalized coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
For additional information on Calabrio view their Company Profile
