Calabrio’s Workforce Management Contact Center Software Integrates with Avaya Experience Platform™ Public Cloud to Power Cloud-Driven Excellence
May 14 2024 - 8:30AM
Business Wire
Increased flexibility, scalability and advanced
functionalities provide superior customer experiences
Calabrio, a leader in workforce performance, today announced an
integration with another solution from Avaya, a global leader in
customer experience and communications solutions. The award-winning
Calabrio Workforce Management (WFM) solution will seamlessly
integrate with Avaya Experience Platform™ (AXP) Public Cloud, in a
milestone collaboration that will revolutionize the landscape for
contact centers looking to innovate and modernize in the
cloud.
Contact center 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.
"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,” said Joel Martins, Interim CEO and CTO, Calabrio. “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 center
“Avaya is proud to continue partnering with Calabrio, now
delivering a comprehensive cloud solution that empowers agents to
deliver the best experiences, while also maximizing performance and
efficiencies," said Eric Rossman, Global VP, Strategic Alliances
and Tech Partners, Avaya. "This integration signifies our
dedication to innovation and helping organizations deliver
exceptional customer experiences and business outcomes."
Learn More
Read here how you can empower your contact center with Calabrio
and Avaya.
About Calabrio:
Calabrio is a trusted ally to leading brands. The digital
foundation of a customer-centric contact center, the Calabrio ONE
workforce performance suite helps enrich and understand human
interactions, empowering your contact center as a brand guardian.
We maximize 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 optimization (WFO),
agent engagement, and business intelligence solutions into a
cloud-native, fully integrated suite that adapts to your
business.
Calabrio, Calabrio ONE and the Calabrio logo are registered
trademarks or trademarks of Calabrio, Inc. All other trademarks
mentioned in this document are the property of their respective
owners.
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