Cloud Contact Centre Leaders Collaborate to Empower Agents and Elevate the Customer Experience
Sydney, NSW — April 12, 2023 — Calabrio, the workforce performance company, has announced its latest integration with Zoom’s omnichannel contact centre platform, providing ‘Zoom Contact Center’ customers with access to the only true-cloud, enterprise-grade Workforce Management (WFM) solution currently available in the market.
As businesses face the challenges of an uncertain economic environment, contact centres are becoming more budget-conscious, while leaders are expected to achieve more with less as they strive to retain high-performing team members. Furthermore, as technology continues to evolve, consumer expectations are on the rise.
According to a recent report by Calabrio, 97% of consumers believe that contact centre interactions directly impact brand loyalty, and three in five consumers have switched brands due to a negative experience. As a result, consumers now expect access to multiple channels, personalised interactions, more empathetic experiences, and faster resolutions.
“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 Center, we are enabling brands to connect meaningfully with their customers,” said Scott Brown, Head of Zoom Contact Center Sales. “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 has introduced an enterprise-grade WFM solution in the true-cloud that helps customers to access the contact centre’s best resource – its agents. The solution is highly scalable and meets the complex requirements of contact centres worldwide, including those of ‘Zoom Contact Center’ customers.
The solution features AI-powered forecasting and automated, multi-skill scheduling, which allows agents to connect with customers at the right time. Intuitive self-scheduling through a mobile app and virtual assistance technology provides agents with greater flexibility and freedom. The contact centre’s digital channel efficiency and efficacy can be optimised in advance to improve agent performance and enhance operational capabilities.
“Calabrio and Zoom are trusted allies for delivering unrivalled 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,” said Vickie McGovern, Vice President of Strategic Partnerships at Calabrio.
“As a customer-first organization, 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.”
Read here how you can empower your contact centre with Calabrio Workforce Management and Zoom Contact Center.
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 true-cloud, fully integrated suite that adapts to your business.