Calabrio Introduces Calabrio ONE Intelligent, Fully Integrated Contact Center Workforce Optimization Suite

By Telecom Tech Outlook | Thursday, March 28, 2019

The race to own customer experience is always on. Companies are recognizing the importance of delivering services that make them stand out from their competition. Calabrio is such a customer experience intelligence company that empowers organizations to enrich customer interactions. Calabrio uncovers customer behavior, and sentiment through AI based analytics and derives insights from the contact center. Enterprises choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support. Today the company has introduced a new version of its Calabrio ONE—a unified workforce optimization (WFO) suite— to revolutionize the way enterprise engage with their customers.

Calabrio ONE gives the complete toolset to unlock the tremendous value within the customer interaction data and use it to transform the entire business. It is a seamless solution that combines a fully integrated workforce optimization suite with the authoritative voice of the customer analytics tools deployed in the cloud, on-premises, or a hybrid environment.

Matt Matsui, CPO at Calabrio said, " We are fundamentally changing the way organizations work. Now everyone—regardless of their experience with analytics—can easily intake multiple streams of data simultaneously and use it to make fast decisions. The new version of Calabrio ONE opens opportunities for improved customer experiences and a more transparent customer journey. We’ve built it upon a new, deeper AI-powered and machine learning framework that sets us up to drive predictive, embedded analytics into everything we do in this release and beyond."

Calabrio's design is based in a vertically oriented media player that aligns with the way today's user consume information from their smart devices and social media fields. The Natural Language Processing (NLP) driven search capabilities extract sentiment scores from customer interactions and present the results with call and email transcripts. Its unified dashboard technology offers personalized insights for every user and enterprise level key performance indicators. It also provides expanded proactive suite-wide monitoring, notification and configuration capabilities to ease enterprise administration efforts and increase scalability. The overall stability, health, and performance of Calabrio ONE integrations with leading CCaaS partners are ensured by additional auditing and alerting functionality. 

The transformed Calabrio ONE suite will be available in April 2019.